Consumer complaint received 2017-04-20
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In late   XXXX   XXXX   I submitted a request for a modification for my  Wells    Fargo Pick-A-Payment loan, and consideration be made using the Making Homes Affordable program. I  was denied the loan based on a  XXXX  worksheet that listed my Principal and Interest payment ( P &amp; I ) as {$3900.00}. I appealed the denial stating that the {$3900.00} amount is the lesser of the  3  Pick-A-Payment options and that my full P &amp; I payment is {$5200.00}. I spoke to  XXXX  Banks on   XXXX   XXXX   XXXX   who was able to determine that my P &amp; I was in fact {$5200.00} and not {$3900.00}. He stated that he would be forwarding this information to their underwriters to re-evaluate my request for a modification. On   XXXX   XXXX   XXXX  , I spoke to  XXXX  at Making Homes Affordable to include her in on these next steps since my review still fell under the HAMP program ( since my initial application was received b y Wells Fargo  before the end of the program  XX/XX/XXXX  ).  XXXX  made an attempt to contact  XXXX  Banks to find out the status of my appeal.  XXXX  was not at his desk and  XXXX  said she would follow up with him and call me back with an update ( never received a call bac k ).  On   XXXX   XXXX   XXXX  , I spoke to  XXXX   XXXX  with the  Wells Fargo Executive   XXXX , who stated that based on my P &amp; I of {$3900.00} I did not qualify for a modification. Explained the  XXXX  loan and that my P &amp; I is {$5200.00}.  XXXX  stated that she was able to access my statement and saw where their information was incorrect. She attempted to add  XXXX  Banks on the call to find out if there was any progress made with the underwriters.  XXXX  was not at his desk.  XXXX  said that she would follow-up with  XXXX  as well as conduct more research to see if the differences with the P &amp; I amounts would change the outcome of my appeal. On   XXXX   XXXX   XXXX   after making several unsuccessful attempts of reaching  XXXX  using the extension she provided me, and leaving numerous unanswered messages, I chose the option on the automated system to speak to the next available representative. I was then informed that  XXXX  no longer worked in that department and per the notes on my account, showed that the issue had been resolved. After requesting to speak to a supervisor, I was contacted by another representative from the  XXXX   XXXX ,  XXXX   XXXX . I explained to  XXXX  the reason for my appeal and she stated that she would conduct an investigation and contact me by  XXXX / XXXX / XXXX  with her findings. On  XXXX / XXXX / XXXX  I received a call from  XXXX  stating that based on my P &amp; I of {$3900.00}, I did not qualify for a modification. I again explained that my P &amp; I is {$5200.00} not {$3900.00}.  XXXX  then assured me that " unfortunately '' that was the correct P &amp; I amount, and thus I do not qualify for a loan modification. I am requesting that my review for a loan modification under the HAMP program ( because my initial request was submitted before the end of the HAMP program ) and all  Wells Fargo programs be done again using my correct P &amp; I which is {$5200.00} not {$3900.00}. Thank you for any support you can provide with resolving this issue.

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