Consumer complaint received 2016-02-29 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
In a letter dated XXXX XXXX, XXXX, Wells Fargo Home Mortgage ( WFHM ) informed me of my eligibility for a Streamlined Modification in the amount of {$850.00}. In the course of our negotiations, my HUD housing counselor, XXXX XXXX of XXXX XXXX XXXX, and I were both advised that if the Streamline Modification was not an affordable option that WFHM would consider my eligibility under other modification programs. In fact, their letter of XXXX XXXX, XXXX confirmed as much : " This offer can work alongside other modification options. We may be able to offer you a mortgage modification with a lower monthly principal and interest payment under a different mortgage assistance program. To see if you qualify, you must submit a complete Borrower Response Package by XXXX XXXX, XXXX. '' " If you 've already submitted your Borrower Response Package, we 'll evaluate you for all available modification options ; in the meantime, you are encouraged to participate in this trial period for a mortgage modification. '' I complied with WFHM 's request for the Borrower Response Package, which I forwarded to XXXX who, in turn, forwarded the package to XXXX. After carefully factoring in the uncertainty of my temporary job and the instability of my income, it was determined by XXXX XXXX and myself that the proposed {$850.00} would not be a reasonable or affordable option for me. 

Prior to declining the offer, XXXX XXXX and I notified WFHM of our intent to decline because the monthly payment would exceed affordability. I personally left a voicemail message with XXXX XXXX XXXX ( my current contact at WFHM ) and requested that WFHM consider me for other modification options. Additionally, XXXX XXXX spoke with XXXX XXXX in the Loss Mitigation department who confirmed that I would be reviewed for other offers besides the Streamline Modification. 

On XXXX XXXX, XXXX, I received an email from XXXX XXXX, informing me that she was following up on the status of my optional modification and was told that my file had been designated as " inactive '' due to our decline of the Streamline Modification offer. From that timeframe until now, neither XXXX XXXX nor I have received any correspondence or phone messages from WFHM, concerning their active interest in exploring other modification offers or intent to close-out my file. 

Instead, on XXXX XXXX, XXXX, I received notification by U.S. mail of WFHM 's INTENT TO FORECLOSE on my property. By way of background, I will be XXXX years old XX/XX/XXXX. I have been in my home for nearly 15 years. During that time, Wells Fargo Home Mortgage has served as my mortgage lender for nearly XXXX or more of those years. I have consistently maintained an excellent payment history throughout that time, until all means of income was exhausted by XX/XX/XXXX due in part to my inability to find employment. Rather than taking into account my longevity as an excellent paying customer, Wells Fargo insisted that my past payments history did not factor into the equation because each time a person refinances they are regarded as a new customer. ( Note : I began the process of refinancing XX/XX/XXXX and went to closing on XX/XX/XXXX, one day prior to the loss of my job ).

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