Consumer complaint received 2017-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
Good afternoon, I already have a complaint in but was unable to reset my password. Well Fargo is my problem. My original complaint was XXXX. Wells did send an answer. They also sent one to you without anything attached so you do not have the same information I do. When I called your offices all I was told that they responded but they could not view the whole document. Big surprise. This is typical with what I deal with when speaking with Wells. They sent me a huge letter that has misinformation all over it. For one they said they originally tried to modify me in XXXX. In XXXX I had contact to them to see what we could do in terms of modification. We were not behind in our loan in XXXX and I called to talk to them about refinancing. I asked for the Prospectus on the trust they put my loan in. The response was check sec.gov wells fargo mortgaged back securities XXXX. Very helpful if I could actually access that document. The process is neither easy or clear and I worked in XXXX for 16 years. I asked them to get me the prospectus and show me where it says the mortgage can not be modified and that no one else has been. Back to XXXX. So in XXXX they said we said we could not offer HAMP and nor could we ever. Well infact in XXXX  we were offered {$40000.00} in hamp to put towards a XXXX payment to wells. We would have to put {$35000.00}. This came about at a settlement hearing in court. We made XXXX too much in income. So Wells has dragged this through the courts for years and then comes up with something that would have worked one year or even 6 months before. My lawyer was at the settlement conference. They made the offer through him. Also they say they offered us forbearance but they actually kept language in that alluded to the fact that they could still foreclose even after we paid them. We got no actual modifications offered to us and we know they have foreclosed on people even after they have said they wo n't. They say they did n't receive paperwork but we know they did because we would fax and overnight and then call and refax. We are selling our house so it seems to me they get paid twice, because they sold this loan, because they will get proceeds from this house and because they will probably get insurance. Also, did n't they get money to help homeowners. I would like to see one Wells Fargo helped. I can pay my mortgage. I did n't ask for this process to take five years. I know they could have helped us if they wanted too which is the operative word. Our loan was a nightmare. XXXX dropped the piggyback like a hot potato and does n't want us to pay anything. They did not want to be associated with that type of loan. Predatory from the beginning.
I can not scan the response from Wells to you but I will copy it and forward it. It is filled with misinformation. They obviously have learned nothing in recent years. Also when I type in this trust I see that there has been some litigations against it by various law firms. For a long time they would not even tell me what trust it was. Is that legal? They also sent me blank modification paperwork. I am not sure why since we are way beyond the modification process. They also sent the response to my lawyer and did not send it to me until I called and asked where the response I requested was. Why would they send the response to my lawyer when they had been calling me the whole time.
Thank you. XXXX XXXX XXXX

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