Consumer complaint received 2016-02-02
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am a military XXXX and was XXXX while I was XXXX last year. My wife and I had anticipated this and our home was on the market at fair market value for over 12 months with not a single offer ( to buy or rent ). It 's a large historic home that requires a lot of care and there is a lot of new construction in the area zapping all hopes of selling at a reasonable price. 
Regardless, in an effort to be proactive and avoid foreclosure, I applied and was approved for a Deed in Lieu of Foreclosure ( DiL ) through my mortgage company, Wells Fargo ( WF ). I was out of the house ( moved to XXXX ) XX/XX/XXXX and I received the DiL paperwork XX/XX/XXXX. I had to wait a month to get a legal review and my paperwork was then notarized and submitted back to WF on XX/XX/XXXX. Note : WF ( not myself ) shut off my automatic payment XX/XX/XXXX and I figured that was just part of the process since the agreed upon price in the DiL was what I owed up until the approval of the DiL. I tried to verify with my WF rep, however I received no response from my assigned rep for four weeks and nobody at their Home Preservation Department could give me a clear answer. My credit dropped XXXX points overnight XX/XX/XXXX due to my VA-backed loan being reported as " delinquent ''. On XX/XX/XXXX I called WF and said that I wanted to get current on my loan so that I 'm not " delinquent '' throughout this process, knowing that a DiL on my credit report is going to destroy my credit score without the added issue of having a delinquent loan. During that same conversation I gave them two months worth of money to get current, which I was told by a rep ( again, not my assigned rep, who was unavailable ) would make me current. A week later I received another delinquency notification and when I checked the loan it said that the money was received by WF but not applied. When I tried to submit an online payment for XX/XX/XXXX, I was told I can not put money on my loan. So I am officially being labeled and reported as delinquent for a loan that I have money for and am trying to get current on. I ca n't stress enough that the decision to do a DiL WAS NEVER ABOUT DELINQUENCY, therefore having a delinquency on my credit report is NOT an accurate representation of my credit. Now, the latest WF rep ( again, not my assigned rep who has not been in contact with me for eight weeks ) says that my loan needs to go into foreclosure before the DiL process will be finalized. So to me that is saying that my loan needs to go into foreclosure before I can avoid foreclosure, which does n't make sense. 
The true complaint is this : not a single representative at Wells Fargo has been able to shed any true clarity on any of this process. There were several times I was told I 'd receive a call from my rep and I have received exactly 0 calls from any WF rep. I have submitted my notarized paperwork waiting on their end to finalize. XXXX. Not being able to sell a house and dealing with that mess while XXXX is downright hard. Coming home and not knowing for how long or to what extent the damage is going to be from a process initiated in an effort to be proactive is excruciating. I have no one to turn to for information and Wells Fargo has proven to be malignantly incompetent. I have tried to get upper levels of management to give me a better idea of what to expect, but have received nothing. Their mentality, and the way I feel I 've been treated is " well you should have done your research '' or " everyone knows this stuff '' ( which was literally said to me on the phone ). What they do n't understand is, while they might deal with this as part of their day to day job, I do not so this is all very new to me.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation