Consumer complaint received 2015-05-13
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In roughly XX/XX/XXXX or XX/XX/2014 I was approved for a loan modification by Wells Fargo Bank. After being notified via hard copy mail and phone calls that we were approved we received the documentation that we were to sign and return. We signed and had the documents notorized per the request of the Wells Fargo representative at which time we submitted the documentation via the XXXX envelope provided by Wells Fargo Bank. We sent the documentation back to Wells Fargo Bank before the note deadline. We then waited for a response. 
I believe it was about a month later we received a call from a new Loan Modification specialist to introduce herself and let us know that she would be taking over the case. I asked about our loan modification and when we should begin making payments. She assured me that everything was being processed and not to make any payments until they finalize the paperwork. She gave no indication that they did not have our paperwork. 
A few months later, in XXXX 2014, we received foreclosure paperwork. The reason that was stated was they didnot receive our loan modification documents. This was not true and we had the XXXX label number to verify that someone received it at Wells Fargo before the due date. Therefore the mistake was on their behalf. At the time I was under the impression that it was a simple misunderstanding and a phone call would resolve it. 
After numerous attempts to get in touch with our Loan Modification Rep we finally spoke at which time she stated that she was not sure what was going on and that she would check into it and get back to us. She did not return our calls when she said she would so my wife and I began calling daily. 
After much back and forth, another new Loan Modification rep over the course of almost a month a Wells Fargo Bank representative acknowledged that the documentation had been received and therefore the foreclosure was issued by mistake. We thought the matter would be resolved amicably and that our Loan Modification would be reinstated as it should be. 
However we were told that we would need to pay all of the payments that should have been paid during the time since the loan modification was approved. Which meant we would have to pay over {$10000.00} at one time and if not the foreclosure would go through. 
When we could n't come up with that lump sum of money they then told us we would have to go through another Loan Modification. At this time I was unemployed and so our financial situation had changed. Although we could still afford the modified loan we were denied and our appeal was denied as well. 
I believe that Wells Fargo used unfair practices in handling our loan modification application. They mishandled our paperwork, did not properly communicate that there was a problem, gave us misinformation regarding payment arrangements and never rectified a problematic situation that they created. We are now in foreclosure and could receive a notice any day now. We do n't currently have a date to vacate the premises. 
We would just like Wells Fargo to honor the original loan modification that they initially approved and let us start with the first payment. We are a family of XXXX and we would just like to keep our house. We have all necessary paperwork to verify our story including letters, call logs and other documentation. Please let me know if there is anything else you need from me. Thank you.

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