Frustrated with slow reaction time of Wells Fargo Home Mortgage!
Posted Thu February 9, 2012 10:39 am, by Michelle S. written to Wells Fargo
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In March 2010 I was laid off from my full-time job. Unable to find work I started to struggle with my mortgage so I entered the special forbearance program in January 2011. I was assigned a processor and was told to call in once a month during this process. I did everything that I was asked to do during this time. However, for the last 4 months of the program, my processor would never answer his phone and his voice mail was always full so I was unable to leave messages. I would press "0" to speak to someone else and would ask them to send a message to call me but I would not hear from him.
After finally speaking with my processor at the end of the program I submitted all of my financial information (December 5, 2011). I called back 4 times to check on the status and of course always had to speak with someone else because I could not get through to my processor. It takes 2 months for someone to finally tell me my information has NOT been sent to underwriting. Furious, I demand to speak to my processor or someone over him. He does call me back and apologizes. He goes over everything I sent in December and tells me he needs another pay stub and also a letter from my boyfriend stating I am not responsible for the 2 credit cards he added me to. I am angry I was not told before that I needed to submit this information but I gather the information and submit it on February 7, 2011.
On February 9, 2011 I call to make sure my information was received. I dial my processor's extension but another person answers the phone. I ask her why she answered even though I dialed his extension and she says he must be on another call. That is weird since normally the call would go to his voicemail. Anyway, she says the information was received but the letter from my boyfriend would not be good enough...underwriting would want to see a canceled check from him showing he paid the bill on those cards. I told her I sent in exactly what my processor asked for but she says if I don't want to prolong this anymore I need to send in this additional information. I feel like the people at Wells Fargo are the ones prolonging this situation. I do everything exactly as I'm told but when I call in there is always something more I'm supposed to do. Also, I received a foreclosure notice in the mail (even though I was told I was NOT in foreclosure status) which really threw me into high anxiety! I am stressed out and nervous about this situation....I DO NOT want to lose my house!
I would like a quick resolution to get me out of this program. I would like an interest rate that puts me in a mortgage I can afford and I would like any back pay that I owe to be rolled into the back of the loan. I would like this to be done quickly so my high anxiety level can go down and I can move on with my life!
Thank you for your time!