Consumer complaint received 2016-03-03
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY (CA)

I established a complaint against my lender, Wells Fargo Home Mortgage in XXXX XXXX because of the inability to correct misapplied payments on both my primary and second mortgage. I was also experiencing a hardship with temporary reduction of income. Since then, I have received a correction for the second mortgage, but the primary mortgage is still not accurate. There is a missing payment of XXXX that was provided and cleared by my bank XXXX XXXX, XXXX. Payments were made and cleared within one day on XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX, XXXX. I had provided bank statements to the executive office. I have now issued a complaint and I am preparing to resend them. 

After Wells Fargo accepted my request to re-modify my loan in XXXX XXXX, and after providing all requested documents completely and in a timely manner, within 24 hours after I faxed the packet to XXXX XXXX, my request was rejected with no explanation. Then I was contacted by XXXX XXXX a modification rep at the executive office level, who offered to initiate my modification request. After receiving her detailed instructions, she called me back within an hour and stated that the modification had to be treated like an appeal and everything she requested me to send was incorrect. I was extremely confused and asked her if she needed me to resend all documents provided to XXXX XXXX for the modification request that was NOT reviewed. She stated that she could not tell me what documents to provide. The final response from Wells Fargo came on XXXX XXXX, that the original decision stands. THE ORIGINAL DECISION WAS A DENIAL AFTER NO REVIEW BY UNDERWRITING! Today, ( XXXX XXXX ) I received an email stating that they will not be moving forward with my modification request because I did not provide the documents required. That is entirely false! I have all the evidence necessary. 

My trial modification began in XXXX of XXXX, modification began XXXX XXXX, XXXX and all payments were current until I discovered that payments were being misapplied on XXXX accounts. XXXX XXXX of the executive office assisted me with correcting the errors. More than XXXX payments were made. I have recently been told different reasons for the denial ; A ) that I am not qualified to ask for a re-modification because the modification was less than 24 months ago. ( 24 months was XXXX XXXX, XXXX XXXX, B ) that I did n't make XXXX payments since the modification, C ) that they can not bring me to affordability, ( even though they raised my interest rate rather than reducing it to the current market rate ), D ) that I am not entitled to a modification if I have any equity, E ) the original decision stands, F ) that I am not qualified ( no explanation ), G ) I do n't know. I was also told that it is normal to complete a XXXX modification review in less than 24 hours. I disagree, as XXXX told me underwriting did not review my file, as it was too soon. 

I have received XXXX messages from CFPB ; 1 ) that the company issued a partial response, and 2 ) that the company issued a response. I am not able to view either of the responses on the CFPB portal, I have not been provided a copy by either email or mail. I have no idea what Wells Fargo has stated to the CFPB! I have contacted 3 people at CFPB to resolve my inability to view the responses on your portal, and to date the current case has not been loaded into the portal for me to read. Therefore, I am establishing a new case in hope that I will be able to utilize the tools you are providing and to notify you that I am not receiving cooperation, honest answers, sincerity, or appropriate assistance from my mortgage company.