Consumer complaint received 2015-10-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
-Att Loan Servicing Complaint on Wells Fargo Bank VA Loan Short Sale ( I feel like Wells Fargo Bank is not doing their best to assist me with my VA short sale. ) Hello, This VA short sale is being completed because of the value of my property going down while I was in the Military, I was unable to attempt to sell my home and move my family away from my XXXX when I got out because of the home market values/compared to what I owed on my home. 
This is the second attempt at completing a VA short sale with Wells Fargo Bank ( first one failed because the offer was not 85.05 % of the total appraised value of my home required by VA ). I have learned all this process by talking with VA and doing my research online for VA short sales. The appraised value was higher than fair market value. So when the first Short Sale failed, I went to VA for a reconsideration of Value and have received a new appraised ( fair market value ). I currently have a new offer on my home for a second attempt at a VA short sale. This offer was signed on XXXX XXXX 2015, and I and my Realtor have been sending in paperwork to Wells Fargo Bank like crazy. I will say that we had some issues with being able to fax the documents that were required to start the VA short sale process, IE bad copies, blank faxes. During this process after about 2 weeks of doing this I asked if there was another way to send the documents in to Wells Fargo, they said the only way was to Fax it in. I then talked to a different person from Wells Fargo after all the Fax attempts failed and they said, " Yes you can just send them to me in a secure email ''. After all those failed Faxed attempts, and almost 2 weeks later, it took me XXXX minutes to email the documents in. ( No communication, why did they not tell me this ) One of the big problems is that I will ask Wells Fargo if there is any paperwork missing? Is there anything that my Realtor needs to send in? what do you need from me? I have been calling Wells Fargo almost every day for the past 3 weeks checking in to see if there is anything that needs to be done. Today XXXX XXXX 2015 I made my phone call and was told that page XXXX of the Hud 1 Agreement was missing. Myself and my Realtor had turned this paperwork in weeks ago, and every day I was asking was there any paperwork missing? are we good to go? And the answer I was always getting was they are still reviewing my short sale, ( for the last 3 weeks or so ). I am afraid that I will lose this offer on my home, my Realtor has informed me that the buyer has to move out of there other home soon. At this rate I am unsure if we will make the current closing date of XXXX XXXX 2015. 
I just want to ensure that I am receiving the best help from Wells Fargo Bank with this VA short sale. I have never missed a payment on my current home, and I have been a loyal customer as long as I have been with Wells Fargo Bank. 
Thank you for your time14 year Proud ( XXXX ) XXXX Veteran

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation