Consumer complaint received 2017-04-19
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY (GA)

I have been a client with Wells Fargo for over 10 years and never able to refinance my mortgage to a lower interest rate. The townhome was finance d in  XXXX  with  XXXX  mortgages. I 'm a single mother that was in an employment program with  Wells   Fargo  as o  XXXX   XXXX   XXXX   I attended their program with their career coach in   XXXX   XXXX   to   XXXX   XXXX   ; however, I was never able to secure employment from the suggested jobs making the same or nearly the same salary in the past. In the employment program, I agreed to their payment terms and all payments were drafted at the first of the month. However, the employment program ended in   XXXX   XXXX  , and I asked for a modification. The modification was denied.   In   XXXX   XXXX  , I requested the payoff from  XXXX   XXXX  ( home preservation specialists ) and notified the bank that the house would be listed for sale. I never heard anything else from my home preservation specialists.   On   XXXX   XXXX   XXXX   I received a certified letter from  Wells Fargo ' s attorney,  XXXX   XXXX   XXXX   XXXX   XXXX ,  XXXX  in Georgia, that they were going to proceed with a foreclosure sale on my house on   XXXX   XXXX   XXXX  . I called and spoke with the representative at the attorney 's office, and they notified me to contact the bank since the house was only on the market for two months.     XXXX   XXXX  , I called the bank and spoke with  XXXX  representatives in collections to understand my options and why I was n't notified in adequate time. The  XXXX  representatives said the loan was in reentry. Therefore, the loan never got back to my home preservation specialists to notify me regarding the foreclosure.     XXXX   XXXX  , I requested a review to complete a short sale and requested for a  manager to call me back. The representative forwarded me to her voicemail and gave me her direct line since all managers were in a meeting.     XXXX   XXXX , my agent submitted a short sale cash purchase agreement to  Wells Fargo.     XXXX   XXXX , I never received a call from the  manager,  so I called back and spoke with  XXXX   XXXX . I notified  XXXX   XXXX   ( manager )  of my concerns and to verify the short sale purchase agreement was received by their company. She looked at the imaged files and found the agreement. She marked the file " active '' for the team to review my request. However, she stated that she did n't understand why the loan was sitting in reentry and never given back to the home preservation specialists (  XXXX   XXXX  ) to notify me of next steps.    XXXX   XXXX , I contacted the bank for follow up and spoke with several representatives,  XXXX  in short sales, Virginia in litigation,  XXXX  in collections, and  XXXX   XXXX   ( manager ). I  was told that the short sale was denied due to equity being in the home. In addition, it was too close to the foreclosure sale date of  XXXX   XXXX ,  XXXX . I was never given an appraisal to verify their statement. There have been  XXXX  views on this house, and we have only been able to secure  one  proposal purchase which is the short sale.