Consumer complaint received 2015-10-30 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Its with my mortgage with Wells Fargo, for the last year i have been trying to work with wells Fargo. I had situations i expressed to them with my mortgage. they put with a XXXX XXXX Home Preservation Department. I explained to her the house needed alot of work i wanted to straighten things out with my behind mortgage payments and what options. she suggest to do a modification. i to ; d her that not what i was looking to do for 1 i had one already while back and i told her from what i understand you cant have 2. at any event all i wanted Wells Fargo to do iam not looking for them to wave any payments at that time, but just put the past do payments on the back of the loan and will get right on track. XXXX said we do n't do deferments. I asked her why she said because people usually dont keep there agreement. Well i told her that makes no sense at all because you can do all that work for a modification and that 's why they put you on a ninety day probation period in case you dont keep your payment agreement. At least what i was asking to do did n't change the price or payment of the loan and does not forgive any money owed. Now what would take less work and make more sense for a bank for there investment. I would say Deferment.. So at this i told XXXX who was pushing me on the modification that i do n't want to do this and drag on and fall further behind if this does go through. She assured me that there would be other payment option and she would work with me not to worry. Well i gave her everything she asked for this dragged on and on she was asking for documents i have already sent her. at this point i was n't really happy with her did n't feel she really knows whats going on or she really didn, t .care. Well finally XXXX called me back after a few months with a smirk ish and disrespectful attitude to tell me i was denied and i would be getting a letter in the mail. I asked her about my other paynent options or other options as she said there would be if denied. She whith a rude attitude and said there are none. Again replied i would be getting a letter. at this point i wanted to speak to someone else. No one at wells Fargo would give anyone else to speak with. XXXX at this point was not returning any of my calls. finally i recieved the letter. well there was a mistake i caught XXXX maid processing my paper work so i called and left her a message at her private phone line at XXXX extension XXXX. never recieved a response. so i filled out the appeal form and sent it back to there designated fax line with the reason and that they have the documents to get with me and i will go over with it with them. She sent a letter that pretty much said i said i do n't have the documents so the answered is still no with any hesitation whats so ever. she never called me back to go over or explain where they made the mistake i had the documents and so did she they were in the package. i also sent it and wrote it with my appeal. She lied saying she called me back to other employees. and still i could not speak with anyone else in reference to my mortgage, Now out of how many thousands of employees work at wells Fargo you mean to tell me there 's no one other than this XXXX XXXX to respond or handle loan situations for mortgage. No matter who i talked to after the fact and told them when they referring me back to this XXXX XXXX was handling my loan. And no matter how many times i told the other party i did not want to deal with her to please give some else who can help me. i Was told there is no one else. So here i am trying to make good of my situation now that has only fallen further behind because iam not going to just assume and make my own deal. loosing all i have worked hard for. I am not dealing with non return of phone calls i have sent qualified written request rescission letter omb # XXXX

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