Should you want to take advantage of new legislative changes regarding mortgage modification with Wells Fargo, there are three departments you will have to deal with:
1. Customer Service Department
2. Collections Department
3. Loss Mitigation Department
Customer service reps are the first ones you hear when calling Wells Fargo, unless you are behind on your loan. While they are able to give general guidance, they do not possess answers to specific loan modification questions. They can provide you with information regarding your payments, interest rates, fees, and escrow. Should you not want to be redirected to any other department automatically when calling Wells Fargo, do not enter your account number when prompted by automated system. Customer service reps are usually the most pleasant to speak with, however the most useless ones once it comes to assisting with mortgage modification questions. That is why expect to be forwarded to collections or loss mitigation with questions about your mortgage payments.
Wells Fargo Collections Department
The folks from this department are quite persistent and aggressive. They are pretty good with reading the whole collection script to you before even touching the subject of loan modification. While it is their job to collect on past due accounts, they would handle the majority of mortgage modification for you. They would initiate the review process and advice of documentation needed. Until your loan is ready to be reviewed by loss mitigation department, all your calls will be forwarded to collections. While they may be helpful in tracking the progress by taking necessary notes and notifying you of any additional steps needed, do expect them to be pushy with attempts to collect on your account. Keep in mind that even though they play a vital role in modification process, they are not authorized to make final decisions. Should one of the collection reps really get on your nerves, hang up and try calling again. Since their call center is quite big you may have more luck with other representative.
Loss Mitigation People Are The Last To Talk To
Once you will get a negotiator assigned to your case or will notice that you are being forwarded to loss mitigation department, you lay back and relax a bit, since these are good news for you. It usually means that the hassle of collecting the paperwork is over, and your case is awaiting a decision. It is vital to keep the situation under control and timely accommodate all requests made by mitigation department. It is important to follow up with them and be patient, as this round may take another couple months. It is important to keep your financial statements up-to-date and accurate as they are a major factor affecting the approval of your request. Should something change you always have the opportunity to update your financials before the final decision is made. While mitigation department seems to be a pleasant one to deal with, the representatives are typically hard to reach.
Always Keep Track Of Things
When dealing with mortgage modification with Wells Fargo always keep records of who you spoke with and from which department. Do not forget to write down names and dates. While department names and procedures may slightly change over time, the general way the things are done remains the same. Those are the steps you have to go through while working on loan modification with Wells Fargo.