Consumer complaint received 2015-10-24
Company: WELLS FARGO & COMPANY
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
My husband and I were having some difficulties paying our mortgage so we reached our to loan servicer, Wells Fargo Home Mortgage, for a loan modification. I conducted an interview with XXXX ext. XXXX around XXXX. I felt confident with what I needed to do and I began filling out the paperwork on XXXX. The documents they requested include XXXX consecutive pay stubs for those paid bi-weekly. I have summer employment and school year employment. Since they needed current work stubs, I explained that I would not have XXXX consecutive pay stubs until XXXX. So I sent them my last XXXX summer stubs and my last XXXX consecutive school checks from XXXX and XXXX to show the consistent rate on pay/income. I faxed XXXX pages of documents from a Wells Fargo office on XXXX/XXXX/15 at XXXX. I assumed nothing would be done until I could sent my recent stubs. On XXXX, I called expecting to speak with XXXX, but instead I was transferred to XXXX XXXX ext. XXXX. She said she would be my home preservationist. She began asking me all kinds of similar questions. I told her everything that she was asking had been in the documents I faxed. She said I had done things backwards, and that they normally interview before they have customers fax documents. I told her I had. Then as she started entering information, she said, oh you are in here, but that they was a problem with their system and that she could n't look at what was on the documents at the time. After our conversation, she sent me a letter on XXXX that included all the blank documents of everything I had faxed. I just set it aside and waited for my XXXX current stubs. I was paid on XXXX and XXXX. I then faxed those from the same Wells Fargo office on XXXX. I then got a letter dated XXXX/XXXX/15, from another home preservationists saying she would be taking over my file. Her name was XXXX XXXX ext. XXXX. XXXX then reached out via phone on XXXX/XXXX/15 at XXXX. I returned a call back and left a voicemail with all the information she requested at XXXX. I assumed she was calling to let me know where we were in this process, now that they had everything. I was looking forward to talking to her and she said she would return a call within 24-48 hours. I never heard back until XXXX at XXXX from a person named XXXX XXXX on behalf of XXXX because she was gone for the week. They give you these extensions yet never allow you on the automated system to put them in. I called back at XXXX and was so frustrated I never got the woman 's name. She then started looking at the reason into the call. She asked that on my form other income was listed and wanted to know what that was for. I told her I was told to put my husband 's income in that spot because he was not on the mortgage by XXXX. She then said I needed to send XXXX pay stubs of my husband 's and I needed to send in a third of mine. I told her all documents stated XXXX checks were needed, she responded that my husband 's were going to expire, so he needed XXXX new consecutive ones and that he also needed to fill out the non borrower form. He would also need proof of address and in speaking to XXXX, she had said our address on his pay stub would do. She then said I needed a third pay stub. She also needed our employment start dates. I told her everything she 's asking about was already filled out and in the faxed documents. She then said the system was down and that she could n't look at my faxed documents. I then said I sent everything when they asked for it and that all they do is toss me from XXXX specialists to the next. She said ma'am do you still want help, then you 'll need to send these. I told her, I wanted a connection to a supervisor. I left a very detailed message with a supervisor and have not yet gotten a call back. It appears that they have all my documents, but that they 'll expire because they never started the process, just tossed me

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