Consumer complaint received 2019-04-02 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
In XX/XX/XXXX I sent a letter requesting a settlement agreement with Wells Fargo. I received a bankruptcy settlement in XX/XX/XXXX. 

XXXX XXXX, I received a letter stating it was in review. 
XXXX XXXX, I received notice from XXXX XXXX that settlement offer could not be approved because I needed to apply for a loan modification first. 
On XXXX XXXX I faxed Wells Fargo a complete loan modification packet to new specialist XXXX XXXX XX/XX/XXXX. Notice that application is complete and in review Prior to XXXX XXXX, received notice that a loan modification was not possible. 
XXXX XXXX, notice of new specialist XXXX XXXX. 
By XXXX XXXX, requested same settlement agreement as in XXXX XXXX XXXX, notice of denial of settlement offer XX/XX/XXXX. Spoke with XXXX XXXX and he stated that I could request another settlement offer and that if there was new or compelling information I could receive a settlement agreement. 
XXXX XXXX, Sent another request for settlement with higher amount and detailed letter of circumstances. 
XX/XX/XXXX, I called to confirm receipt of request and was told it was received and would have decision in 3-5 business days. 
XX/XX/XXXX, After 3 attempts to get an update I received a return phone call from XXXX XXXX. He stated that I had been denied. Although he called me, it was clear he had no information about my case. He stated that it was denied, but that if I had zero equity in my home I could try again. I explained that I likely did have a small amount of equity, but that I intended to stay in my home regardless of having suffered numerous financial hardships over the recent years. My XXXX  daughter required the stability of a home having lost her father. 
XXXX XXXX, I received a letter stating that my request had been withdrawn. MY REQUEST WAS NOT WITHDRAWN. 
XXXX XXXX, I sent a letter to Wells Fargo that they needed to correct the information that my request was withdrawn. I sent a detailed letter calling out the numerous hoops I had been through in trying to work with them and how incredibly worthless the effort was. It was obvious that they would never have offered any relief and I was just wasting time with a high interest loan ( 6.55 % ). 
XX/XX/XXXX, notice they were looking into recent letter and would respond by XX/XX/XXXX XX/XX/XXXX, notice stating they needed more time and would respond by XX/XX/XXXX XX/XX/XXXX, notice stating they needed more time and would respond by XX/XX/XXXX. 

I As I am sure you are aware, Wells Fargo is only interested in profits and greed. I showed them that they could agree to a settlement and not lose money. I also showed them that had I requested the settlement years earlier, instead of working diligently to pay my mortgage, that they likely would be out much more. I am tired of dealing with Wells Fargo and would like to understand what they are doing continuing to string me along for no apparent reason.

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