Consumer complaint received 2019-07-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I would like to provide information regarding the modification process during XXXX. I first contacted Wells Fargo to advise of our financial hardship. At that time, XXXX XXXX - employee - advised we would qualify for a loan modification if we were 3 consecutive payments behind on our mortgage payment. We began the process, and started receiving foreclosure letters. It was acknowledge that, at that time, representatives were giving that information in error. They advised to either try to get my account current or try for the modification. 
So the process began…..The first modification they kept asking for me to XX/XX/XXXX the same documents over and over. They told me my time had run out and we had to cancel the requests in order to try a different modification. I asked if I could continue making payments so I would not be even further delinquent. They said “no” do not send any payments at this time. There is nowhere to apply the funds until the modification is approved. 
They finally advised the modification was approved and I started making trial payments in XX/XX/XXXX-XXXX XXXX. I never received my loan docs and when I called about them I was told not to worry that it was an internal issue. They advised they were having an issue with the subordination agreement. Then, I was told we had to start over again with a different modification because we were outside of the conversion time for the XXXX XXXX loan process. I could not believe it. I thought it was over. But we had to start the process over again. I was advised we did not need to send in any additional information or documents and nothing would change. I started asking questions regarding the rate and term and it was different from previously quoted. I was advised, if I did not agree to the modification and finish the trial period I would not be considered for another modification. 
We have saved all of the documentation received by Wells Fargo including my notes and the dates and employee names we spoke to during that time. 
We were hoping Wells Fargo would do the right thing without seeking an attorney. But apparently, you feel XXXX is adequate for years of torment. My husband had a XX/XX/XXXX during this stressful time of not knowing if his family would be put out on the street. We also had to pay an attorney XXXX   for advice and to see if we should file for bankruptcy. We are not sure how you came to the determination that we cancelled anything. We were advised to move to a different modification our request would have to be cancelled but it was from the referral of your representatives. Here is a list of Wells Fargo representatives we spoke to: XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXXXXXX, XXXX XXXX and XXXX XXXX. I can also provide you with my handwritten notes of dates and names. We do not accept your offer of 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