Consumer complaint received 2023-09-05
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Foreclosure

Complaint:
I was working with Wells Fargo to assume the loan since I was in the process of divorce and was awarded the house. Unfortunately, my ex husband put the house in forbearance resulting in a lot of unpaid mortgage. I was then told by Wells Fargo that they can help me to assume the loan and was working with them, sending them all the paperworks that was asked from me. 

I was then given information by a friend that the state of Texas where I live offer mortgage assistance to those who are behind in payments. I then told Wells Fargo that I will apply since the amount owned will be below and will be covered by the max assistance that was offered. 

I did verified with the mortgage department how much was owed just to make sure and that is why I proceeded to apply because it was still below the maximum amount that the mortgage assistance offer which was {$65000.00} and the time I called Wells Fargo the agent said it was around {$62000.00} and might be a little more but definitely below $ XXXX. 

I then submitted my application and unfortunately was denied because according to the mortgage assistance the amount Wells Fargo had sent them the amount owed was {$79000.00}. I called Wells Fargo that same day I went to the office of the mortgage assistance and Wells Fargo would not verify over the phone what was owed.

I requested them to send it to me via email and mail and never got it. 

At the same time that was happening I was still trying to keep my options open and was still trying to work with WF about assuming the loan. I sent all the paperworks that was asked from me and I even went to one of their branch here in XXXX XXXX, Texas to fax the paperworks asked from me. The branch manager was even the one that personally helped me and faxed it for me. I wait 2 days after it was faxed to give them time to sort it as they advised me to. And every time I verified the representative I talk to said they did received it. Then couple of days later, I would receive a phone call from Wells Fargo stating that they have not received what they requested from me. At first I figured maybe it got overlooked but I didnt want to lose the opportunity them helping me so I would go back to the branch and again the manager would personally help me. This happened multiple times, sending the same paperworks multiple times that the Branch Manager had to call the mortgage department herself and ask whats going on? That literally went no where and we just had to keep faxing the same paperworks over and over again. The branch manager even emailed it directly to the mortgage department and fax it at the same time. 

After months and months of doing this they decided to deny helping me resulting of me facing foreclosure of our home. 

And until now I am still struggling to save my home to where I even filed for XXXX XXXX bankruptcy. 

All I want is to save my house that I believed would have been taken cared of a while back if Wells Fargo had worked and sent the correct amount to the Texas Mortgage Assistance.

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