Consumer complaint received 2016-10-28
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I purchased my home on XX/XX/XXXX using XXXX XXXX to secure my loan. I was required to make my first payment to XXXX XXXX XXXX XX/XX/XXXX. I was notified by Wells Fargo that I would no longer be making payments to XXXX XXXX XXXX ( I thought it was XXXX XXXX ) but to Wells Fargo, XX/XX/XXXX. Fast forward to XX/XX/XXXX ... I contacted Wells Fargo sometime between XX/XX/XXXX and XX/XX/XXXX. I was current on my mortgage however I had several hardships and wondered what was available to me. I was offered a special forbearance by the " Home Preservation Specialist ''. I was told via phone ( which they record ) by the assigned specialist to skip XX/XX/XXXX payment and that I would be able to make a lower payment from XX/XX/XXXX-XX/XX/XXXX. I was told that I would receive the agreement in the mail, which I did on XX/XX/XXXX. I was also told that once my new VA entitlement paperwork came that I should forward the modification packet to make this change more permanent ( I expressed concerns that this was a scam and was assured it was not ). Once I received the special forbearance papers, I called XXXX regarding the " amount owed '' at the end of the period and was assured that I would have a resolution by then. I skipped XX/XX/XXXX payment and set up every single payment ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) with the " specialist. '' I am a XXXX veteran and have XXXX so I called and e-mailed the specialist quite a bit. XX/XX/XXXX, I received the new VA entitlement and sent the modification package expeditiously as requested. I then was advised that my modification was denied and further, my forbearance was no longer in effect because I followed orders and sent my paperwork as soon as it was received. I appealed and was denied. I spoke to an executive who vowed to investigate but told me that I was less than 30 days past due ( XX/XX/XXXX ) and to make full payments until I 'd be able to pay off the past due during tax time ( off the record ) which I have. I no longer get detailed statements other than a phone number. I have XXXX and do not want to talk to these XXXX. The executive sent me a letter XX/XX/XXXX denying any wrong doing however his dates are NOT accurate and if you look on the forbearance papers, it cites " According to our records the loan mentioned above has been delinquent for 0 ( zero ) months and is approximately {$1800.00} past due. '' Now that 's a complete contradiction and I was not delinquent as the letter is dated for XX/XX/XXXX. To add insult to injury, I have discovered that I would not even have been eligible for a modification until I had been in the home and completed 12 payments. Wells Fargo was deliberate in causing me to become delinquent. If they had been honest, I could have stayed current and XXXX four more months. Since I do not receive a normal statement ( just a phone number ), I have n't a clue how my money is being dispersed, what late fee I am being charged ( if any ), if they are accruing each month although I paid a regular payment XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I received an email for the online banking XX/XX/XXXX saying a statement was ready. I went to my account and it was a blank screen except it said " You have missed your payment for XX/XX/XXXX. Your account is now 58 past due '' and of course a number. That is impossible. If I was less than 30 days past due XX/XX/XXXX and followed the executive 's orders ( lies and deceptions ), how could I possibly be 58 days past due and without a proper statement, I will never know. Additionally, a " Corporate Assignment OF Mortgage '' was placed on the books with our county 's Clerk of Court on XX/XX/XXXX ... so what the heck is going on?

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