Consumer complaint received 2018-10-01 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX. XXXX  XXXX XXXX XXXX, Iowa XXXX To Whom It May Concern : I am writing this letter today because I would like to file a compliant against Wells Fargo. I need HELP! Back in XX/XX/XXXX, I called Wells Fargo for help with my home Equity account. I was told I can get help and the process is simple.. NOT SO MUCH. Below is an idea of what my process has been like. 

Back in XX/XX/XXXX I called into Wells Fargo for help because I was falling behind on my bills because my husband and I were separating. I called in and spoke with XXXX XXXX XXXX who was so helpful and explained everything to me and I sent in all the paperwork she needed. After working a few weeks with her, and having a hard time getting in touch with her. I received an email from her that she will no longer be working on my account. My account was then handed off to XXXX XXXX XXXX who was in minimum contact with me. Then after getting no where my account was handed off to XXXX, which was another complete disaster. Low communication, non sense of paperwork not being handed in, then correspondence that paperwork was found.. after getting no where with XXXX, my account was handed off to XXXX XXXX . This brings you to XX/XX/XXXX. 

In XXXX I started working with XXXX and she was very responsive to my emails and calls. Then as weeks went by things got rocky. I would be told paperwork was missing and I didnt send in paperwork that was requested, which was not true why would I not send in what is being requested. I need help. Then I would resend the emails or paperwork to XXXX to be told days to weeks later that the paperwork was not in the right format. I would then rescan and resend in. Make sure it was received, then being told it was in underwriting to find out it was bounced out due to missing paperwork. Then put back into underwriting to being told the only option is to SHORT SALE my house. REALLY as my bank that is your answer??? Thanks for the help so then I would call XXXX again and we would add in additional documents to make the account look better since again documents were missing since I was not asked to send them in. Ok so now we are maybe in XXXX. The account now goes back into underwriting as per XXXX. Weeks go by no emails, no response to voicemails. Calls from me to the call center to hear my account is not in underwriting the application has been closed. At this point I am completely frustrated and I seriously felt terrible but scream at the lady on the call. She then tries to help me but I am aggravated and I dont want to start all over so I call XXXX and I get her. She then tells me that the information is not correct, the application is closed and she had to wait but would be put in ASAP. After days go by I call again and XXXX now doesnt take any of my calls and I go to the next level and I get another manager on the phone. I honestly dont remember his name because I was so frustrated and he had removed my account from XXXX and gave my account to XXXX XXXX. 

So now we are in XX/XX/XXXX.. XXXX helped me, I sent him updated information because my husband is now home and we are no longer separated. So I send in a non borrower contribution form and additional information requested. XXXX tells me that he will reopen the account and he will get it into underwriting. After a few days I call to check in and I am told he is on vacation. My account is now under XXXX XXXX, Now we are in XXXX. 

I send XXXX a few emails she ask me for some updated information. I send her a few emails and she responds to me on XX/XX/XXXX saying at this time she has no updates for me. Then on XX/XX/XXXX. I received a letter from Wells Fargo saying that we qualified for a Proprietary Fixed Rate Modification which were so happy about because it states that you will adjust the interest rate lower to make it more affordable than 6.75 %. ( current interest rate ). Then when you continue to read you see that the letter is misleading and we DONT qualify because we make too much money. I am so confused. I dont understand how my bank cant help me. 

Now I will bring you to XXXX. On XX/XX/XXXX t I filed a complaint with New York State dept of financial services to discuss my crazy road for help. As the days went by I did not hear anything. Then I received a phone call from Wells Fargo Preservation time explaining that they received my paperwork and the account will be back under review. I was excited. Then on thew same day I received another call from XXXX XXXX from Wells Fargo saying that she works in corporate and she was on my account since there was a complaint sent in. She explained to me that within 24 hours someone from Wells Fargo will be assigned to my account and that person will be in touch with me. She also explained that by XX/XX/XXXX, I will have a completed answer as to what happened on this account. 

So two days pass by I hear nothing I call XXXX back, leave a message and I hear nothing from her. I call again two days later leave another message nothing .. I then call again another three days later and I get XXXX on the phone. I explained to her I have been calling and no returned calls. I sent her an email on XX/XX/XXXX no response. She explained I forwarded your messages to XXXX and I dont receive emails.. I asked her who XXXX was, she explained my new point of contact.. so something that was suppose to be 24 hours took over a week. 

Then I receive a packet from XXXX with the wrong contact information. Then I finally get XXXX XXXX on the phone. I ask him what is the status of my paperwork that I sent to XXXX on XX/XX/XXXX, he said I am sorry I have no Clue I have to look. So this is now 8 days later after sending in my paperwork- no one has the docs or is reviewing them. XXXX than calls me and states we have your paperwork you send it, some pages are blurry. Oh I said, no one calls me?? Or emails me?? To say I need you to resend the paperwork? I am so confused on the lack of communication. 

I then right away on the same day XX/XX/XXXX send XXXX XXXX the paperwork, he then replies all paperwork is here. I will get back to you with any missing information I need. Here we are XX/XX/XXXX, no answers. XX/XX/XXXX has passed with no answers. I received a letter on XX/XX/XXXX- saying more time is needed to complete my file. I will have an answer on XX/XX/XXXX the will have finalized the paperwork. Right there to me that is a problem. No one before XX/XX/XXXX called me to tell me that they will not have my search completed. On the actual date XXXX left me a message saying she needed more time.. the date it was due. Really??? No one has a sense of urgency .. drives me crazy. 

Then I will conclude with today XXXX. Today I received 10 letters to my house dated XX/XX/XXXX basically stated my house may be at risk of FORECLOSURE!!!! Really?? This is what I get. 

After continuing to call Wells Fargo and begged for help, I have not received any help just the run around. So I then decided to call Wells Fargo and try and refinance my mortgage into one payment and that was not an option. I have an amazing rate on my first mortgage. So combining the two loans make it so unaffordable. Then I continued to see what my other options are. I then called and spoke to someone in another branch regarding just refinancing just the equity line. After speaking with her she said my credit was not great so the program would not be helpful to me. 

This letter is a small sum of what we have been through. I could not possibly type every rat race call for the past 9 1/2 months. I hope this sum makes you feel a bit of my frustration. 

I do not want to short sale my house or FORECLOSEt, hat is not an option. I love how banks are willing to throw you out of your house when things get rough. I have been paying my payments on time for the past 10 years as a valuable customer but instead of helping your customer live affordable with their children. I am not understanding how a bank cant help you to make you continue to be their customer. I am begging for help. 

When I started this process I was {$900.00} behind. Now I am {$5700.00} behind. I need help and I need a program that can help me. I know the rates are lower for the program I am in. Just a change of an interest rate can make this all affordable for me. 

After reading this please feel free to contact me at XXXX or email me at XXXX. 

Thank you 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