Consumer complaint received 2015-05-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: WELLS FARGO & COMPANY
State: WI

Complaint narrative:
We have received a letter dated XXXX XXXX, XXXX stating that Wells Fargo did not receive the financial information required for a modification. We were unable to review our account for additional payment assistance options. Wells Fargo is aware that we are employed but is not able to assist us with a modification with employment status. Wells Fargo also seems to have moved forward with charging my mortgage for foreclosure and forbearance at the same time. All of Wells Fargo 's efforts seem to be contradictory. Wells Fargo 's phone calls and different points of contact have created many missed opportunities to help transition from a forbearance program into a modification program that gets my mortgage out of water and assists me in sustaining a future mortgage. XXXX XX/XX/XXXX We received a letter from Wells Fargo stating that they were responding to our request for assistance, but we did not meet the requirements because we withdrew our request. At no time did this occur. We had previously sent letters in XX/XX/XXXX, XX/XX/XXXX and XXXX XX/XX/XXXX requesting assistance only to receive this in response. XXXX XX/XX/XXXX a letter states Wells Fargo reviewed our information provided. However, Wells Fargo left out the fact that XXXX XXXX was notified per voice mail that same week that we had obtained full time employment. XXXX XX/XX/XXXX Wells Fargo indicates they we discussed details of denial. Please verify who spoke with us, and what you believe the details of denial were. This information is not complete. It omits that Wells Fargo dismissed our income verification that was verified with a home preservation specialist, and moved forward with inaccurate financial information. We were told by this specialist that the financial information was not important because the payments were trial payments. We were also told that nothing would be done with the XXXX mortgage until the XXXX mortgage was taken care of. XXXX XXXX, XXXX a letter from Wells Fargo informs us that information we request is considered privileged, confidential and/or proprietary information of Wells Fargo. Wells Fargo continued to move forward with a mortgage modification that is based on unemployment. We were also informed that " for this approval, [ Wells Fargo ] did not need to obtain any financial information, nor did [ Wells Fargo ] need to assess [ our ] financial information. '' XXXX XX/XX/XXXX XXXX XXXX was notified that I wanted data used to deny our full modification. The Home Equity Department was contacted to review this situation. The call center took a message. We never received any information or additional paperwork to fill out. We assumed that the reason for this was based on the fact that the trial modification payment period needed to happen first. At least this was the information XXXX XXXX provided me after she was notified of our full time employment. The Home mortgage specialist stated in their streamline modification trial letter, dated XXXX XXXX, that we should make three trial payments and this trial modification option can work along side other modification options. At this point we had not received any other modification options. According to this streamlined modification and trial payments Wells Fargo have stated that this is based on total income used to make this decision of {$440.00}, which is incorrect. Since XX/XX/XXXX when we stated on the phone to Wells Fargo that we now had full time employment and informed them of my base pay. Wells Fargo has based this modification on unemployment which in not the case. After this notification of trial payments, We had not received any further requests for additional financial information. We did however, contact XXXX XXXX on XXXX XXXX, XXXX, to discuss our concerns about what mortgage data was being used .We never received any request to fill out more forms.

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