Consumer complaint received 2015-03-19 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
In XX/XX/XXXX my wages that I earned at my job decreased by almost half, by XX/XX/XXXX I knew I was in trouble with my home loan. I began contacting WFB whom my home loan is with, for assitance and options. 
In early XX/XX/XXXX I began the Loan Modification process with Wells Fargo Bank. I was told that they would not assist me with anything financial on my home loan until I fell 90 days behind, though at the time I started to inquire for assistance from WFB I was only a few weeks behind. So, I began working with a program called XXXX. They approved me for a variety of assistence and reached out to Wells Fargo Bank to determine what they could assist with. Wells Fargo then turned down the assistance from XXXX and finally offered to do a Loan Modification for me. The outcome was totally unknow about what I would be offered in the end by WFB for assistance. Wells Fargo lost my paperwork twice during this process, so it took 2 months from the time I started to the time my paperwork began to be processed for some kind of approval. In XX/XX/XXXX I was in a trial period of 3 months of payments based on a slightly modified amount. Roughly {$75.00} less than what I was paying on my original payment. However, my caseworker with WFB, failed to tell me that since the payments during this time were not the full amount of the original mortgage payment so they were not applied to the loan. I discovered this in XX/XX/XXXX when I was told by a creditor with XXXX that she could n't restore my line of credit because of something to do with my mortgage. I then called and found this out. My caseworker at WFB then told me it was n't her responsibility to tell me this information. I told her that she could have told me that if I could come up with the remaining amount of {$75.00} then the payments would be applied. Instead, she chose to withhold this information and damage my credit even further. Now we are into 5 months ( including the 90 days WFB told me I had to fall behind until they would help me ) without an applied payment to my home loan, going on 6 months. 
More paperwork was lost in XXXX as the modification was being finalized and my loan modification did n't go through until XX/XX/XXXX. I spoke to a lawyer that is working on a class-action lawsuit against WFB for people in a similar situation and said this paper loss is typical. 
Wells Fargo did not reduce the interest rate, but they did reduce the payment by less than {$100.00} and the payments I was behind went back into the loan. 
My property taxes also fell behind in my escrow account at this time because there was no payment on the loan. So, I am behind on my property taxes, have damaged credit, and and I am not in any better payment situation than I was. 
They can not give me a reason on why they rejected XXXX assistance. I was originally told they were not an approved agency but on a later phone call to Wells Fargo Bank I was told that they work with that program often and the WFB employee could not understand why they would reject the help. I also spoke with XXXX and they said that Wells Fargo works with this program all the time and could n't understand why they would do this. 
I feel that I have been taken advantage of by Wells Fargo and would like to pursue legal action against them based on negligence. 
Although my payments are back on track I am not making much more money now than I was before so it is only a matter of time before something like this happens again if something unforeseen happens to my life that affects my finances.

Company response to consumer: Closed with explanation