I hit hard times, like everyone else, due to the economy. Place on Disability, lost my job due to the economy and down sizing and I reached out to Wells Fargo Home Mortgage for help so I don't lose the house that I have worked so hard to get and keep. found out that Wells Fargo sold my load to Bank of America which is totally screwing me all the way around.
It's been 7 months to date. I have complied with every request, update, etc that Wells Fargo has asked for. The 800 number for Loss Mitigation, that you call for assistance, is a JOKE! The agents have no authority, no internal connections, everyone of higher authority either won't take the calls or direct the calls, the agents either can't read the records or don't document them clearly and effectively so the next person is clear.... and the processors and negotiators don't even put their contact number in the file and the agents have no way of reaching out to them internally when the customer calls back.
I have been told that I am in review, status is active, processor is reaching out, negotiator is reaching out and recently that I should have received a "welcome" call to discuss the terms of my modification. NONE OF WHICH CAN BE CONFIRMED OR HAS HAPPENED TO DATE. And again, these agents cannot help nor can they find someone internally to answer or clarify the process. I get the same old story....the apologies and they understand how I feel...AND my favorite "I will send and ESCALATED email and someone will reach out to you." ALL OF WHICH IS B.S!
Yesterday, I was told to fax a request to have a processor call me, which I did. Today, I follow up with a phone call to find out that in lieu of a phone call a 3 page letter has been mailed out to me today.
I find a few things hard to swallow.
* I know 3 other clients with same loan structure, sold to B of A, and they have been helped.
*I pay close to $3500.00 a month mortgage for 4 years on this house and they don't even have the courtesy or respect to actually make a few minute phone call to me to clarify what is going on.
*The Loss Mitigation Department was set up to assist and field problems and concerns, yet I was told by an agent that they only note the accounts and have no way of connecting to anyone else to hlep.
*The agents either don't document or cannot read the documentation that is in the file.
*The managers, Team Leaders and Sr. Representatives refuse to take calls from the customers, leaving the agents to take the brunt of the hostility. That is not fair to either the agent or customer!
*WF infrastructure, for being such a large operation, is absolutely HORRIFYING.....
People are in jeopardy of losing their homes. I would think WF would set up a functional operation to effectively assist customers in need and who are under tremendous stress because of this.
This is so not cool ! ! ! ! If their homes were on the line, I am sure they would want someone who is effective and consistent to jump in and help... None of which WF seems to be.