Consumer complaint received 2016-06-20
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XXXX 's hardship is as followed : My wife separated and moved out in XXXX, XXXX. I tried desperately to plead with her not to destroy our very stabile and comfortable position, all to no avail. Unfortunately due to the family dissolution, we encountered massive and disastrous income losses that deteriorated our financial stability. Additionally, XXXX. 

As time marched on, the wife became a XXXX and ended up on XXXX. Then in XX/XX/XXXX, my health was called into question, XXXX. The diagnosis - XXXX - XXXX. After being released from a seven day XXXX, XXXX as well as XXXX for the condition. As soon as I felt stronger, I gradually increased my healthy regimen of XXXX along with daily exercises. With my improved health, I really feel very blessed especially in light of the rather foreboding statements from my XXXX. His prediction was that I would be taking these medications at ever increasing doses for the rest of my life. I am grateful that his prediction did not come to fruition. 

After applying for a modification on behalf of the XXXX our office reached out on several occasions to speak to Wells Fargo and we constantly receive the runaround, which the details are listed below. After months and months of supplying documents and finally getting the lender all the documents they requested they then tell us they were denied first for having too much income and then due to a new investor guideline. This guideline supposedly states that a homeowner in default does not qualify for a modification if they are either more than 3 years behind or if they were previously denied a modification. The homeowner wants to keep his home, so I feel this is ludicrous because a homeowner 's circumstance can change over time and a previous modification could have been denied due to not enough income then the homeowner may get a raise or a new job. So, how unfair does it seem to not give them a chance when circumstances do change over time? I even asked Wells Fargo for a copy of the new guidelines so I can have something to show the client and the representative stated a letter would be mailed out with the reason for denial. When the letter was received it only stated the homeowner was denied due to no change in circumstance when in the new application we sent clearly showed a drastic change. My assumption would be that they did n't review the new package and just overlooked it. Please review these new guidelines that Wells Fargo now has and try to find a better solution for them denying homeowners from having the opportunity to keep their homes. 




LOAN MOD RUN-AROUND, DENIAL OF INFORMAION, AND LIES ABOUT AVAILABLE OPTIONS XXXX/XXXX/XXXX XXXX ( XXXX ) XXXX called today from the HAMP escalations dept stating they forwarded our complaint over to XXXX XXXX and it was confirmed the response was received. As soon as there is an update XXXX will call back. ***Escalation # XXXX XXXX/XXXX/XXXX I spoke with Wells Fargo and due to this new Wells Fargo guideline , the client is 3 years past his timeline to apply for modification and thats why he was denied. 
XXXX/XXXX/XXXX Thank you for your message and the opportunity to serve you. Your request has been received and will be processed. You will receive another message with the status of your request or if any additional information is needed. XXXX

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