My husband and I have been trying for years to refinance our home mortgage. Wells Fargo, the lender, XXXX mortgage owns the loan. We bought our home in XXXX, have not missed a payment + we have great credit scores. Currently, our home value is less than what we paid for. Wells Fargo wo n't lower the loan to the current property value, unless we 're in a hardship! Wells Fargo just sends letters with XXXX numbers, so they can give you the run around and pass you off to other staff until you get frustrated and hang out. 
Meanwhile, we 're busy and do n't have time for this. Perfect scam. Why would they help!?!? 
