Consumer complaint received 2016-05-19
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY (WA)

I purchased the house in XXXX. Since XXXX forward I have been attempting to get some form of loan modification. I have made hundreds of calls and faxed hundreds of pieces of paper in an attempt to get a loan modification Most of the documentation that was requested by Wells Fargo, ( for the loan modification ) I had to send from one of my local Wells Fargo Branches, due to the fact that my paperwork ( regardless of the amount of attempts to fax ) was either " never received '' or " illegible '' or " lost ''! Even when attempting to fax from their branch they would tell me that my fax was either " never received '' " illegible '' or " lost ''! Finally in XXXX I was sent a notice that my loan payment was going down {$170.00}. I called Wells Fargo ( my loan service r ) to confirm that this was the beginning of a loan modification. After numerous calls they informed me that this was not a modification, and instead was a piggy-back loan. After many attempts to acquire the correct information, I was informed that the investors that held the load " did not do loan modifications ''! However in the original adjustment, the payment became {$1400.00}. XXXX and after a four months the payment was adjusted again to $ XXXX. Since I receiver the original {$170.00} deduction in my loan payment until three year ago I was told it was a piggy-back loan and not a loan modification. At the point in time that the loan amount went up to $ XXXX, I requested original loan documents to be sent to my local branch. 
I returned to pick up the documents to find a complete set of papers stating I had a loan modification dating back to XXXX. Also, these documents were signed with my name!!! But I had never seen these papers before in my life!!! There are numerous examples of these same type of scenarios I have come across while dealing with Wells Fargo. From endless lies to, forgery, and consistent wrong information, Wells Fargo has been IMPOSSIBLE TO WORK WITH!! 
Forward to today, I recently was denied for a loan modification again. This time for two reasons : 1.Because of the investors. 
2. Because I " do n't make enough money '' and Wells Fargo will not inform me about how much I have to make! 
On XXXX XXXX XXXX I received a letter stating that I had Loan Preservation Specialist. ( XXXX XXXX ) It also stated that XXXX XXXX { My Loan Preservation Specialist ) stated that she would work with me on the loan modification process. Then dated XXXX XXXX XXXX I receiver a letter from XXXX XXXX, stating he was my new Loan Preservation Specialist. He said to keep this letter and if I have a change of circumstances, I should call him. After speaking with him, he said to send him some information about my change of circumstances. So on XXXX XXXX XXXX I call him to inform him that I will be faxing papers to his office. I was informed by XXXX XXXX and three loan specialist from the foreclosure department that I had eight days before the sale date to send in the documents about my change of circumstance. On a follow-up call on XXXX XXXX XXXX I made an additional attempt to contact XXXX XXXX, and was stonewalled by the Re-Entry Team. At that time they informed me that I did n't have send in my change of circumstance eight days before my sale date, I had to send it in XXXX days before my sale date. Please note that the date of manufacture of the letters sent to me from my " Loan Preservation Specialist '' were XXXX XXXX XXXX & XXXX XXXX XXXX. Both of which were past the XXXX day lead time necessary for the change of circumstance documents to be submitted! To conclude .... I have tried tirelessly to make the payments of my mortgage and manage this loan. Unfortunately, I have received absolutely no assistance from Wells Fargo and find them to be not only impossible to deal with, but also predatory to anyone that might be at all vulnerable!