Consumer complaint received 2015-06-29
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am writing to you in an attempt to shed light on the XXXX XXXX violations that I have experienced with regard to my request for mortgage assistance ( RMA ) at the hands of WFHM/ASC and to hopefully get some help from you as I am up against a sale date this week on Thursday, XX/XX/XXXX. 

My initial RMA was submitted to WFHM/ASC over a month ago but I have yet to receive a letter confirming receipt or a letter stating missing documents in order to submit all documentation to satisfy a complete RMA and stay the foreclosure during my " fair '' review process. Additionally, I had been transferred to what I thought was my single point of contact ( SPOC ), XXXX XXXX, who never returned my calls at this critical time only to learn from multiple WFHM representatives that they were changing their process from the mandatory SPOC assignment to a re-entry team where no SPOC was assigned. I was informed that I was caught in the middle of this change and the CSRs were misinformed when they continued to transfer me to XXXX XXXX. It is daunting to me that I am bearing the burden of a policy change that in my opinion and understanding, is not in keeping with federal laws governing the XXXX HAMP process. 

I have submitted a complete RMA to include the XXXX HAMP RMA, IRS form XXXX, hardship letter, XX/XX/XXXX YTD P & L statements, bank statements, mortgage statements, HOA statement, rental agreement & receipts, schedule of real estate owned, and everything else asked of me but yet WFHM is refusing to process my RMA for missing documents that have already been submitted. I have prepared a timeline below of my calls & correspondence to WFHM with regard to my contact and the misinformation and runarounds that I have and am currently experiencing. 

TIMELINEXX/XX/XXXX - Spoke w/ XXXX ( ID # XXXX ) at WFHM who advised that I had plenty of time to submit a RMA & confirmed that XXXX XXXX was assigned to my file as the SPOCXX/XX/XXXX - Spoke w/ XXXX XXXX at WFHM who advised that my RMA had been received & confirmed that XXXX XXXX was assigned to my file as the SPOC then transferred me to XXXX XXXX 's voicemail where I left a messageXX/XX/XXXX - Spoke XXXX XXXX ( ID XXXX XXXX ) at WFHM who advised me wrongfully that I needed to speak with SPOC XXXX XXXX to open up the new RMA as it would not be opened by just merely sending in the XXXX HAMP RMA - he actually transferred me to the re-entry team at WFHM instead of XXXX XXXX - Spoke w/ XXXX ( ID # XXXX ) at WFHM who advised me that the RMA intake process had changed over the past few weeks and I was stuck in the middle of the change whereby there was no longer a SPOC assigned but now a re-entry team responsible for processing XXXX HAMP RMA 's - XXXX provided me with a list of documentation needed to submit a complete XXXX - Spoke XXXX XXXX ( ID # VWS ) at WFHM who confirmed that the re-entry team was notified of my RMA on XXXX XXXX, 2015 and was working on it then stated that SPOC would NOT be assigned until ALL documentation was submitted to the re-entry team - she confirmed my sale date for XXXX XXXX, XXXX - Spoke XXXX XXXX ( ID # XXXX ) at WFHM then to XXXX ( ID XXXX XXXX ) on the re-entry team at WFHM who advised me that the only documents that I needed was a XXXX ( already provided twice ), XX/XX/XXXX tax return ( never requested before now but provided last year so still on file at WFHM ), statement of real estate owned ( already listed on XXXX HAMP RMA but provided it ), and XX/XX/XXXX P & L statements ( already provided XX/XX/XXXX as requested ) - also provided business start date verbally on the call and was asked to put zeros on RMA, which I did and resubmittedXX/XX/XXXX - Spoke XXXX XXXX XXXX at WFHM then to XXXX ( ID # XXXX ) on the re-entry team who advised me RMA was denied for missing docs ( no missing docs letter ever sent ) even though all submittedNo SPOC, re-entry team?

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