Consumer complaint: XX/XX/XXXX and XX/XX/XXXX my wife 's employment changed and required us to move. I quickly found new employment, we engaged a real estate agent to sell our home and we packed up and moved. Due to the quickness of the move we were unable to wait for the sale of our home before having to relocate so we had to secure a rental at our destination which as a result doubled our out of pocket living expenses. On top of moving expenses, travel expenses, and maintaining and financing the original home under mortgage, we were pushed to financial distress. I reached out to Wells Fargo Home Mortgage who owned the mortgage over our home in hopes they could provide non-impactful options, perhaps paying interest only for a few months, or postponing payments for a month. Unfortunately, they were unable to provide any options that proved beneficial. They were unwilling to hear our story and work with us and to put it bluntly. They did not care. The associates i spoke with all sidelined my main concern and made it a point to say if i could n't pay they would have to foreclose, not even listening to my cries for assistance. One woman took all of my information for reported debt only ( credit cards, student loans, and car loans ) to calculate if i was considered to be in " financial hardship '' and completely disregarded the idea that I now had to pay bills at XXXX residents, and rent at a secondary resident on top of the mortgage. She then said, those do n't count because they are not recorded debt. I am not sure how these responsibilities are n't not calculated into being considered financial hardship when they all contribute to my monthly financial responsibilities. I called several times to discuss these options to no avail. One representative actually told me if i at least took 30 days to pay I probably would n't get reported ( which was really my only concern ) - however, upon recent investigation by wells fargo officials this call has proved to go " missing ''. We did our best to pay, putting ourselves in financial distress, calls to the Wells Fargo Home Mortgage turned up no results. We were borrowing from friends and family to eat and we were both out of pay due to transitions in jobs. To add to the stress, our household pet become terminally ill at a young age and we had to spend a small fortune on either keeping her alive or putting her down, we chose the former but it set us back even more. Wells Fargo, even though they had our new address to forward bills, did not do so though I asked them to. They were rude in all conversations and more importantly, not understanding. Again, not considering us in financial hardship based on recorded debts and not reality. They were inhumane and I am offended that they did not take the time to take all matters into consideration. I began making payments as soon as i had money to do so, under the impression I was within proper grace. I made several payments in a row until we found out that we had actually been paying 30 days late 3 months in a row. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - all reported 30days late to the CRA 's ( XXXX, XXXX, and XXXX ). I was shocked. I had never paid late and i truly thought i was making on time payment. Things were out of control and again, Wells Fargo was not understanding. They did n't take the time to understand our financial situation nor did they care to. They called to collect and never even notified me that I was paying 30 days late repeatedly. It was out of my control and in their hands and they did nothing. Since we bought the house XX/XX/XXXX we had never paid late. Even when our taxes doubled due to county re-assessment, we still made on time payments. Even worse, when we were late they harassed us. Called us ( my wife and myself ) 10-20x a day wanting payments. I explained our situation, i explained they denied financial hardship even though i was clearly in it but they cared not. 

Company response: Company chooses not to provide a public response