Consumer complaint received 2016-07-18
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Settlement process and costs

Complaint:
Since XXXX/XXXX/2016 I submitted a Modification Request to Wells Fargo after going into the local Wells Fargo since I could not get a response from them. Obtained assistance from Banker and obtained RMA and XXXX and thereafter was contacted saying not approved for vague reasons, as they were not stated. I then applied for another Modification and at this time enlisted the assistance of an Authorized Representative XXXX XXXX since I started a new career and was attempting a State Exam, that I passed. During this time I was in negotiations with XXXX and Wells Fargo and up to and including XX/XX/XXXX additional documentation was faxed and provided. On XX/XX/XXXX when I spoke to Wells Fargo I was advised I had signed a XXXX on XX/XX/XXXX that I know I had not signed. In XX/XX/XXXX and XXXX I had questions and concerns and directed them to XXXX the Authorized Party and wanted an email from the 'processing department ' and received a phone call instead. I then asked for an email and never received. I was requested for recent income verification, having provided months documentation prior, and provided that as well. Up to and including XX/XX/XXXX I was in active negotiations with Wells Fargo and then on XX/XX/XXXX a sale occurred. Immediately I contacted the Foreclosure attorney XXXX XXXX XX/XX/XXXX and he said 'the house was released and you need to find out when. I will contact my liaison at Wells Fargo regarding this. ' My emails and documentation are provided. On XX/XX/XXXX I was provided a Workout Consideration, letter dated XX/XX/XXXX, postmarked XX/XX/XXXX, received XX/XX/XXXX and I returned via XXXX immediately since there was a 10 day limit, that was 'used ' due to the postmark 'time. ' Immediately I called Wells Fargo on XX/XX/XXXX and finally was able to reach a 'Customer Service Representative ' and requested my documents concerning this matter, any and all documents, RMA 's and XXXX 's and the date my home was released. I spoke to a XXXX and they were to be sent from XXXX XXXX, after I asked where and should receive 7-10 days. They never came, and have never come. Many subsequent calls and my 'Customer Service Representative ' XXXX XXXX was 'assigned XXXX and would receive a call within 24 - 48 hours. ' That took 2 weeks. Received letter from Vice President of Mortgage, I called and has a Post Office Box, is non reachable but 'an email was sent for this person to contact me. ' This is in my documentation. I have a case number assigned with a review due XX/XX/XXXX and that was extended to XX/XX/XXXX. Many phone calls and many requests for my personal documents provided regarding this matter and I have been blatantly denied. On one occasion when speaking to a 'representative ' I said 'wait, I need to write this down, hold on ' time, date, words. At that time I was told 'you can not record this conversation ' and I responded 'first I am writing down your name, date, time and what was spoken. Furthermore, if I wish to record this conversation and let you know, I can record this conversation. Since you state record conversations why do I have to repeat the facts every time I call. ' No answer, of course. Receive a letter from VP of Mortgage who is not reachable and their letters are 'computer generated do not know sent. ' Literally that was said to me. I just responded this is a legal letter and you can not just send them out without knowing the basis sent on. I do not receive telephone calls back, not able to receive documents I have requested, and I believe this was in the works and approval far before my conversations up to and including XX/XX/XXXX. I was also advised that 'my review is with the department originally handling my Modification up to XX/XX/XXXX. ' That would be the re-entry team that requested documents from me prior to XX/XX/XXXX. I have been denied my documents and documentation of when my home 'was released ' as the attorney stated I should find out. Have been assigned a case # for resolution, provided a Workout Consideration.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation