Consumer complaint received 2017-07-19
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY (KY)

We are behind on our mortgage that is serviced by Wells Fargo. It is important to know and understand that we can today begin to make monthly mortgage payments but the servicer will not allow us to make payments. The account number is XXXX. Our property address is XXXX XXXX XXXX XXXX, KY XXXX. We unsuccessfully tried to work with Wells Fargo mortgage for many months. To follow their processes and procedures is a joke that has no punch line. Their demands were conflicting and confusing. The letters would say they needed a specific item and when we would provide what they requested, it was not actually what they needed. We ultimately received no help from Wells Fargo based on our efforts. After discussing our situation with close family and friends, it was suggested that we allow XXXX XXXX to help us with Wells Fargo. His history with making them process mortgage modification reviews was told to be better than what we had been getting on our own. On XXXX XXXX XXXX, XXXX XXXX of Mortgage Servicers Investigations and Accountability, provided us with paperwork to begin the process. Part of filing this complaint included answering the question if we paid anyone for mortgage assistance and his firm has not ever charge us any fee or money for their work. We gave them written permission to talk with Wells Fargo on our behalf. XXXX went to work and was able to get Wells Fargo to review the paperwork. Although XXXX was able to get Wells Fargo to review the paperwork, it was still frustrating that we would receive responses and requests that were conflicting. Some things did change, but some things remained the same, like wed get additional request that had already been completed. We had income streams that were disallowed and we do not know why. We received letters that stated dates of items or services to be provided or responses from Wells Fargo or their representatives that were to happen but never happened. We were asked for future dates to schedule conference calls during our work day with XXXX XXXX, the contact in the Office of the President and an underwriter at Wells Fargo, but those dates and times would come and go but the calls were never received. XXXX had warned us to expect their promises to be broken. He was right ... We received a letter telling us our modification was denied on XXXX XXXX XXXX. It stated we could appeal the decision within 20 calendar days. We appealed the decision and received a letter dated XXXX XXXX XXXX that stated Wells Fargo would again review our appeal and respond by XXXX XXXX XXXX. Today is XXXX XXXX XXXX and we have not received a response, by phone, mail or email. We have found that USDA does not have the same level of assistance that other mortgages provide. Assistance for the consumer is does not exist. We want to keep our home. Wells Fargo does not communicate effectively and when they do communicate, it is in a manner that can not be understood or trusted. As for XXXX XXXX, he was able to speak with them consistently during the business day. He was able to allow me to listen to the conversations at a later time and I heard them constantly trying to twist and turn our words into things we did not say, do or want. One thing Ive learned from this experience is that it is better to communicate with them in writing because talking to them is one way to have them twist the facts quickly. It is my concern that Wells Fargo is going to push my family into bankruptcy over this situation. We are fast approaching a time where the decisions are turning into ones that are critical decisions that can not be changed easily and have repercussions for years to come. We hope that this complaint is heard quickly and help is granted to force Wells Fargo to review our file promptly and completely. We can assemble a new package in three business days now that we understand what is required of us.