Consumer complaint received 2023-10-11
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
My Mother, who was XXXX XXXX XXXX and died this XX/XX/XXXX, has had Nothing But Trouble coming out of the " So Called '' Wells Fargo Home Preservation Mortgage Department and associated employees. Starting way back in XXXX, XXXX XXXX, Hit her ( our ) house with Damages from Wind and Wind Driven Hurricane Rain as it suffered Water Intrusion on Two levels and many damages to the House structure and interior parts. In the beginning of the situation, I contacted Wells Fargo to let them know of the extent of damages, The Insurance Companies Claim Number as well as our FEMA number assigned. Wells Fargo said no problem we will help. We will start help to you in XX/XX/XXXX by only needing to collect a {$25.00} a month payment towards the mortgage account and this will last for a Calendar year, at which time we will see if any additional assistance is needed since you are having to be out of the house and living elsewhere during the time your house is still unlivable. Unfortunately, Wells Fargo Stopped helping us in XXXX of XXXX ( just 4 months later ) and stated they did Not believe we had damages at all!! They would Not talk to, or take Documentation from FEMA or from our Public Adjustment Company Or our Insurance Company so they could begin Foreclosure on our House. They would no longer accept the {$25.00} monthly payment! They also Never offered her a Loss Mitigation option, just went " Straight for the Throat '' and pounded away at my XXXX Mother and her Horrible SituationXXXX XXXX  Abuse To The Maximum!! They did Not Care! WE were out of the house for over Two Years living in a small apartment and on the second level with no elevator. This is All we could get and afford at the time ( remember No Insurance help to this point! ) Then, Finally in XX/XX/XXXX the Insurance Company Issued a Check, all signed it and then it went to Wells Fargo for their Signature and Repair disbursements! They Kept This Check and Would Not Release it for Any Home repairs of Any Kind! This Forced my Aged XXXX Mother to Have to secure a Large SBA Disaster Loan to even Begin Repairs to be able to live back in her house! Wells Fargo Continued to Press and Issue a Foreclosure Demand on her, all the time, Holding the repair Payment from the insurance Company!! This was Unbelievable but happening!!

Later, Her Own Money ( Mothers ) was Forced to be paid to Wells Fargo Mortgage Attorneys to abate the Foreclosure Demands and a Month Later in XX/XX/XXXX, under our duress and Attorney expense, Only then did Wells Fargo release that check. Too Late! That money was desperately needed then to Avoid a Huge Loan for Repair, now Attorneys had to be paid and all that goes with the situation caused back then! 
After moving back in the house in XX/XX/XXXX, we sought Loss Mitigation options to Wells Fargo because of the Large amount of money that Had to be borrowed because of their Negligence, and now, Paid back with interest! Who Could Afford?? Wells Fargo had put my Elderly Mother, who had a Fixed Income, To now pay her regular Mortgage payment And the Loan payment She Had to take out to repair her home because Wells Fargo Did Not Release that Insurance Repair Money!! This put her in a Hopeless and Dire Situation where She Had to have the help and Assistance from Wells Fargo to Modify the existing Loan, But Would Not and Could Not get Any Help or Cooperation from Wells Fargo Home Mortgage or any departments there. 
The FHA / HUD office was contacted Direct out of XXXX XXXX XXXX for their assistance in bringing True FHA Guidelines down on Wells Fargo to get their Correct and Proper Assistance to my XXXX Mother. Speaking with the Representatives at the XXXX XXXX office and ( I DO Have Names ), We were directed to their FHA Oklahoma Office of NOVAD where discussions were started by a Top Field Agent and the " Man In Charge '' ( I Have Their Name As Well ) He was able to communicate directly with Wells Fargo Home Mortgage Department that We could Not! It looked as if he was making progress but it was taking Way too Long! Eventually, I could Not here back from him as he would No Longer take my direct calls or answer emails ( of which are many and I posses All Of Them ) and must have just quit on her file!?? So No Loan Modification would Ever be presented to my Mother and this was Just Unacceptable!!

Then Covid Hit! My Mother was under the 18 Month Covid Forbearance that was Approved by the Federal Government! Even Before the Forbearance ended, We were on the phone with Wells Fargo Home Mortgage to see what next steps we need to do to get back to the Modification. The initial representative ( I have all Names ), was cordial about it but stated we needed to wait until the entire Forbearance ended and to call back at that time to discuss our options, which we would Have! We did so, but then the " Painful Circus '' started with my XXXX Mother as they informed us that we would be Contacted and put in touch with their Proper departments handling this Covid effort for Account Resolution in which we were entitled to! Fast forward to spring XXXX, My Mother had to retain an Attorney to deal with Wells Fargo 's No Results and No Cooperation towards resolving this mess! All we had tried to do since XXXX, was to resolve the Account and get help but could NOT! They Did Not Even Cooperate with the Attorney 's Office and Requests and Legal Demands given! Wells Fargo Makes up the Rules as they see fit And Does Not Use the Specific Rules given to them under the Law and also FHA Guidelines are Not Followed so they can just Do It " Their Way '' with No Regards to punishment!! They just Do Not Care and think They are above the Law! 
Now in Late XXXX, Our House has been hit and Damaged by Hurricane Ian and My Mother 's Health is suffering and We have Many emails from Wells Fargo saying they Will resolve this, But they Stop Communicating with us by Email Or Phone as they have been up to now! Again, we are confronted by Hurricane Ian Damages that Wells Fargo cares Nothing about and we are Not receiving Any assistance towards this Federally Declared Disaster My Mother, who is the Only one on the Wells Fargo Mortgage Note, Passes away XX/XX/XXXX of this year. Now things become More Complicated as I am Put through many months of " requesting to keep the house '' as a " successor in interest '' and Legally have the Mortgage put our names and ownership as the House sits Damaged and are Waiting for a Legal Resolution from our Attorney as our Homeowners Insurance Company, which is not Cooperating and Forced us to hire a Public Adjustment Company And Attorney are taking their Long time to get to a resolution! Time has gone by as I have provided many Legal Documents requested by Wells Fargo. ON and On and On. Meanwhile the payments are piling up because Wells Fargo wanted them to to get the payments so far behind, they would then deny any Modification!! They have Messed with the amounts due, They Did Not Come through with their Loan Modification when XXXX XXXX XXXX was Living as they Should have as they Stated!! Now, in XX/XX/XXXX I am working with their Executive office to bring All of this under the Proper FHA Guidelines and Federal Laws! They have just Stated they are denying a Modification, when even they as they have admitted to me, DO Not Have All The Documentation to make a Proper and Legal Decision Based on Income etc. They Never collected our Combined Family Income to make a proper decision!! Again, It's just to suit their business and " Do Away With '' Proper and Legal Procedure to Assist the Account as Stated in FHA Guidelines! Again, they go " XXXX XXXX XXXX XXXX  '' of Foreclosure Threats, bypassing proper procedure and I have been dealing with this situation Most of the year! I am currently seeking a Proper FHA Partial Claim and Loan Modification And Assumption because I am the Legal owner of the home and have been since My Mother passed in XXXX this year. Wells Fargo has achieved in ABUSING MY XXXX AND XXXX MOTHER WHILE SHE WAS LIVING AND NOW IS CONTINUING TO TAKE ADVANTAGE OF ME AND MY FAMILY, PUTTING US THROUGH THE WORST KIND OF TREATMENT THAT COULD STILL BE AVOIDED!! 

I know what they will write back to you, I've seen it before and it's Wow, here 's all this paperwork on this subject, as they can Make Up whatever they want to say. They carry the weight with powerful people that can control these things. But wait, WE THE PEOPLE, have just as much say as we are the VICTIMS HERE AND I HAVE THE PAPERWORK, THE CONACTS, THE EMAILS, THE PHONE CALLS TO PROVE IT! 
SO WHY DON'T YOU LISTEN TO ME AS THE PROOF IS RIGHT HERE! Not in some Made Up Phony Statements from Wells Fargo! Lastly, you must see the " PATTERN OF BEHAVIOR '' from this Company towards these kind of problems as So Many of our Fellow United States Citizens have Not Only Complained about to you in this but just look at the way Wells Fargo handles themselves, it is Beyond Reprehensible!! It Is Negligent! It is Shameful! It is Morally and Financially Deceptive! This Is the Way they Are Allowed to Make Money!! So XXXX!! 

ALSO LOOK AT SOME OF YOUR OWN OFFICES LEGAL RESULTS FROM WINNING CASES AGAINST THIS PHONY RIP OFF BUSINESS CALLING THEMSELVES A BANK?? MORE LIKE A FRONT FOR ILLEGITAMITE CRIME IN LAUNDERING PEOPLES EARNED MONEY FOR THEIR PROFIT AND BENEFIT!! LOOK AT IT! SEE IT FOR WHAT IT IS! THEN ACT! REMEMBER THERE ARE LAWS AND RULES AND CONSEQUENCES FOR THIS TYPE OF SET UP! SEE THAT THEY ARE UPHELD OR MORE WILL CONTINUE TO SUFFER NEEDLESSLY!! 

Please Assist in Utilizing your Leverage in Government to Put A Stop to All this Abuse of Power by Wells Fargo Bank and Mortgage Company!! They Must play by the Lawful Rules or Pay the Consequences as MY FAMILY HAS BEEN PAYING FOR WITH OUR HEALTH AND ANGUISH FOR WAY TOO MANY YEARS WITH THIS COMPANY!!!

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