Consumer complaint received 2020-10-16
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This letter is in reference to case # XXXX My experience with Wells Fargo Home Mortgage, in regard to a loan modification, has been that they have provided misinformation and lied to me every step of the way.

I received a letter from a case specialist at Wells Fargo today stating that my loan mod was terminated because I did not return the loan modification paperwork on time. What she clearly OMITTED from the letter was the content of numerous phone calls between WF and myself, many of which I've recorded. 
In XXXX, when the loan mod paperwork was due to be returned to WF, the pandemic was in effect and the country was shut down. I am  XXXX with XXXX XXXX, and I did not and still do not want to contract the virus. I voiced my concerns to WF before the paperwork was due, as I was concerned about meeting with a notary during the pandemic. At that time

, a WF rep assured me that I could get the paperwork notarized at a later time, when I believed it was safe to do so. Every month, I had to call WF and speak with a rep to make the
monthly payment, as they refused to give me any other option to pay. I always encountered long wait times to speak with a rep, generally 1 to 2 hours, at least. I now wonder if being given no other option to make the loan mod payment was an attempt by WF to discourage payment. Every single month when I called to make the payment, I stated that the paperwork had not been notarized due to the pandemic, and I asked if this could possibly jeopardize the loan mod. I was always assured that it would not. This occurred every month  until XXXX, 2020. When I called to make a payment in XXXX, I asked once again about the loan mod. I was informed that the loan modification had been terminated. Until I made that phone call, I had no idea I no longer had a loan mod.

When I challenged this decision over the last couple of months, I found I was given misinformation every time I spoke with someone at WF. I was never given the same info twice. Now looking back, it seems to have been a well-choreographed effort to refrain from addressing the issue and answering my questions. The people I have  spoken with since XXXX have all been CASE SPECIALISTS FROM THE EXECUTIVE OFFICE. So what could possibly be the justification for them giving me different degrees of misinformation each time I called? Is WF trying to say that their case specialists from the executive office don't know what they're doing? It seems evident to me that the story continually changed in an effort to justify the termination of the loan mod and add thousands of dollars to my  account as " overdue. '' On XXXX XXXX I spoke with a supervisor who told me to get my original paperwork notarized ASAP and to return it to WF. Even though I had reservations about meeting with someone inside the bank due to the pandemic, I got the paperwork notarized and sent it to WF. After it was sent back, I tried to get a response from WF for several weeks, but each time I called I was told that they had not received the documents. Today in the letter, WF apologized for the miscommunication that occurred when a CASE SPECIALIST SUPERVISOR FROM THE EXECUTIVE OFFICE advised me to get the documents notarized
and returned to WF. So once again I was given misinformation, and I risked contracting the virus due to the misinformation. They also stated that since the delinquency of the account has changed, the terms " would be different. '' WHAT EXACTLY CHANGED? I HAVE MADE PAYMENTS TO WELLS FARGO EVERY SINGLE MONTH. I also followed the instructions and info I was provided by Wells Fargo. I was assured every month that the loan mod was intact, until I  learned through a phone call I made in XXXX that the loan mod was terminated. At that time, Wells Fargo added over {$10000.00} to my online statement, claiming it was an overdue amount.

Wells Fargo is a corrupt and dishonest company. I am not remotely satisfied with the lame response I received in their letter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation