The complaint has been investigated and
resolved to the customer's satisfactionResolved Wells Fargo Home Mortgage — loan modification bs
resolved to the customer's satisfaction
We have been trying since November to keep our home from being foreclosed. I have spent hours on the phone getting the runaround from employee to employee who know little or nothing about our account. It is BS to have to call the 800 number and never get the same person!!! AGGRAVATING!!! No one at the local branch can help me! I was told in November to submit a hardship letter along with the necessary financial info. I had originally contacted the "HOPE" hotline and they took all my info. Then a rep from WF called for me to send the other information in and said he would be the one we would be talking to through the process. Desmond was his name... What a bunch of BS, haven't heard a peep from Desmond since then...
So, after submitting the information we finally get a letter from WF at the end of December with "moretoreum" aggreement that we would make a January payment of $400, February payment of $400 and then a March payment of $14000 before they would consider a loan modification for us!!! I called WF AGAIN to see if there was something we could do about the March payment because of course we don't have that kind of funds just laying around (bankruptcy last year...) The rep told me at that time we could make the January and February payments and then CALL them prior to the March payment to make "arrangements"... so we signed the paperwork and made the first two payments. I called at the end of February to make our "arrangements". The rep specifically TOLD me that I did not have to make the March payment as it was being rolled into the rest of our loan and was being submitted officially as part of the loan modification process. I asked her a few times, are you sure we don't have to send you anything for March, she said NO. I did however have to send all our financial info yet AGAIN and the hardship letter, AGAIN.
I called a few times to check the status of things, find out how we were coming along on our 30-60 day review. I was always told it was still in review. I ASKED EACH TIME-Do I need to make a March payment, are you sure??? No, you do not was always the reply...
So fast forward to Friday, April 10th. I call to check the status, hoping to hear good news as I found out the day before the bankruptcy trustee had given up any interest so our last hurdle in keeping our home was to get our loan reworked with WF. The first person to answer the phone transfers me to another person who tells me "oh You're in FORECLOSURE!!!" WTF???
I'm shocked, what I say??? They transfer me to yet another person, I'm like what's going on we've done everything you've told us to. They transfer me to their collections department... person number 4 now. Some cold, heartless, unfeeling soul who flat out says "You are in foreclosure because you failed to make the March payment." What the hell I say? YOUR COMPANY TOLD ME NOT TO!!! I have been nothing but cooperative in the matter. "I'm sorry ma'am, I understand you're upset and I'm not trying to argue with you." drones the [censored]. UPset?! Now there's an understatement! What do I do? I start crying, I cannot lose my house, we're trying to make this work! I thought the whole point in a loan modification was to help everyone?
Our home was on the market for the last two years, it has NOT sold. What makes WF think they're going to get anything out of it. Why not work with the people who want to stay? Who WANT to work something out?
The droning agent told me we could call the 800 number and see if we qualify for any loan modifications... Ummm, hello, isn't that what heck we've been doing for the last 6 months????!!! You'll have to submit a hardship letter and your financial info...AGAIN!!!
WELLS FARGO LIES!!! The customer service reps LIE!!! The lead you down one path and then screw you over!! I'm am absolutely, positively infuriated!!! It was especially a blow to read in the paper just that morning that WF had made an enormous profit for quarter, RECORD earnings... just screwing us little people trying to survive in this economy right now.
IF you are trying to rework your loan be careful!!! Don't let them lie to you too!
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