Consumer complaint received 2017-05-18
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is  XXXX   XXXX   XXXX  and I am a senior of  XXXX   XXXX   XXXX , experiencing a considerable hardship consisting of reduced income, coupled with increased expenses, after a double  XXXX  on   XXXX   XXXX   XXXX   XXXX  , and an extensive   XXXX   XXXX  . After I applied for financial assistance wit h Wells Fargo Home Mortgage ( WFHM ), Loan # - XXXX , back in  XX/XX/XXXX , I was eventually provided wi th a written answer in  XXXX , by means of a Denial Letter sent b y WFHM, in w hich I was told that my application for financial assistance was Denied for the specific reason that I can not afford the payment for the modification. After I have submitted my application for financial assistance to  WFHM, d uring the month of   XXXX   XXXX  ,   XXXX   XXXX    ( WFHM Customer Assistant Specialist ) ha s been assigned to help me with it. During the month of  XXXX  and   XXXX   XXXX  , I have submitted multiple documents, as requested. During the month of   XXXX   XXXX  , my application for financial assistance was considered complete and submitted to WFHMs Underwriting Department. However, while in the Underwriting Department, I was still asked to submit additional documents, which I did.  XXXX   XXXX , my assistant, calle d WFHM o n   XXXX   XXXX   XXXX  , and was told that some additional documents are needed, which I sent to WFHM within the required time-frame. As of   XXXX   XXXX   XXXX   XXXX  ,  XXXX   XXXX  called  WFHM again , trying to speak with   XXXX   XXXX  , in order to find out if there are any status updates. Because  XXXX  was not available,  XXXX   XXXX  left a voicemail message to her voice mailbox and called  XXXX  once again, this time selecting the option to speak with whoever  may be availa ble.  XXXX  ended up speaking with  XXXX   XXXX   XXXX   ( WFHM Representative ), w ho told him the following few things  : 1 ) my file  is still reviewed, as of  XX/XX/XXXX , by the  XXXX  nderwriting Department, 2 ) that  nothing else was needed as of   XXXX   XXXX   XXXX   XXXX  ,  3 ) If anything else is needed or, if a conclusion has been reached, somebody from WFHM will call me/us and, will let me/us know about it. 4 )  She also stated that from  XX/XX/XXXX , WFHMs Underwritin g Dept. has about 30  days to either conclude my application for financial assistance or, to ask for additional documentation, as needed.   However, on the very same day of   XXXX   XXXX   XXXX  ,  WFHM already r eached a conclusion/decision and, issued a letter to the Customer, stating the followings : a ) You or a co-borrower have reached the allowable number of modifications. b ) we were unable to create an affordable mortgage payment that still meets the requirement of the program.   I am not quite sure what this means but, I am sure that neither of  the two conclusions reached by Wells Fargo Home Mortgage will make my mortgag e payment, moving forward, either more reasonable and/or, more affordable.   In the letter issued by me, on   XXXX   XXXX   XXXX  , which was addressed to  WFHM, an d attached to this complaint, you will see How WFHM misguided me, in terms of workout options and, did not allow for the completion of the appeal time, prior to foreclosure referral and/or, prior to setting up the foreclosure sale date.   During  WFHMs processing of my application for financial assistance, WFHM ha s done and/or, failed to do, the following important things, as listed below : Servicer provided conflicting information as of borrowers workout options Servicer failed to provide the borrower with accurate & relevant data, Servicer denied the Borrowers Application on false and inaccurate premises Servicer consistently failed contacting the borrower on status update  ( s ), Servic er assigned unqualified personnel to handle the borrowers application Servicer failed to acknowledge the packages submitted, in a timely manner, Servicer failed to inform the borrower that a foreclosure referral was made Servicer did not allow completion of appeal time prior to foreclosure referral

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