Consumer complaint received 2015-12-16
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am a XXXX for XXXX, XXXX XXXX XXXX and working with a homeowner, XXXX and XXXX XXXX. They have submitted a hardship package, paid XXXX consecutive TPP and awaiting the decision from their mortgage company, Wells Fargo. The client called in on XXXX XXXX to check on the progress of their modification and were told that no information could be given, a new representative was assigned, the loan was in " litigation '', and the only person who give them information was the attorney. Wells Fargo would not give the homeowner the phone number to call the attorney. The attorney was supposed to call the homeowner. On XXXX XXXX, the client came in to see me XXXX XXXX ). I called and was told that the loan was in litigation and Wells Fargo could not give out information. All information had to come from the attorney. When we reminded the representative, that the homeowner had requested the attorney call him per Wells Fargo procedure, and he had not received a call back, the representative sent and email and informed us that the required 48 hours had not passed. The homeowner came back in on the XXXX to follow up with me as I would assume the homeowner would have received a call from the attorney by now, the attorney NEVER called the homeowner and now there 's no reason to speak with the attorney since the loan is going back to the home ownership preservation department. Someone, again, is supposed to call the homeowner from this preservation department within the next 48 hours. We asked for a phone number for the home preservation department and she would not give ' this phone number to the homeowner to call Wells Fargo. Homeowner must wait for someone from Wells Fargo to call them. 
The homeowner 's application has never been denied. The homeowner is very concerned about the litigation. Is this dual tracking as Wells Fargo has the loan in litigation while still working the loan for a modification. 
The homeowners are very very concerned and upset that their loan is with attorney and can get no information on their loan while it is in litigation. 
My complaints are that the loan first went into litigation when the homeowners have an active application for a modification. 
And secondly, there is a time where the homeowner could NOT receive information on their loan. And, thirdly, there will be a third Point of Contact assigned to this XXXX application for assistance. 
The homeowner was XXXX payments behind when they started this process. They have been Wells Fargo customers for over 15 years. They experience XXXX hardship and now feel that they are not treated well. I am just trying to help Wells Fargo understand how this process is making the homeowner feel = ca n't trust them, are n't being treated well due to their hardship ... .Remember the homeowners are doing what Wells Fargo instructed them to do in their hardship situation. 
They feel like they are being treated differently and treated as if you are not as worthy as customers paying on time. Remember they are making the payments as instructed by Wells Fargo.

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