Consumer complaint received 2022-05-16
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Under the CARES Act, I was granted Mortgage Payment Forbearance through XX/XX/XXXX with Wells Fargo Home Mortgage. 

Following the end of the forbearance period, I was given a Mortgage Modification Agreement to distribute the payments not made during the forbearance period over the remaining life of the mortgage. Because I received the Agreement while I was in the XXXX XXXX, I called Wells Fargo on XX/XX/XXXX, and told them that I would be unable to notarize the documents before their given deadline due to the US Embassies being closed for Covid. Awaiting my husband 's work relocation package, I told them we were not planning to be back in the US until XXXX or XXXX of XXXX. They agreed to extend the deadline until I could return to the US, and I could continue to make my monthly payments by phone in the modified amount, which I did. At this time I also notified them that because I did not have access to my US phone number during this time, they would need to contact me via email, which they agreed to do. 

On XX/XX/XXXX, I received a Wells Fargo email introducing me to my Home Preservation Specialist. Thinking this was strange, I called them to make my monthly payment and was told the amount due was the full amount in forbearance. I explained the previous conversations, to which they commented the notes from the calls were incomplete. They mentioned having tried to call, but I reminded them that I could not receive calls in the XXXX, which they did see in the notes. Wells Fargo recommended I contact my Home Preservation Specialist, who I emailed but never heard from. Wells Fargo then told me I had to re-apply for a new Modification Agreement because the previous one had expired ( despite their promise to extend it ). 

Following the new application process completion on XX/XX/XXXX, I was given a notice that the Modification request was denied on XX/XX/XXXX. I called Wells Fargo again that day, again re-explaining the previous issues, to which a very confrontational employee explained they'd already extended the modification agreement " a long time '' and had tried to call me while I was in the XXXX ( even though I'd told them, and they'd acknowledged, that I would be unreachable by phone while in the XXXX ). He explained that my only option was to pay the forbearance amount in full or lose my home, but when I asked him to state this directly he refused to because the call was being recorded. I requested they review and share the recordings from all the calls since the original calls and they said they would, but still have not. I also have yet to ever interact directly with my assigned Home Preservation Specialist. 

Today, XX/XX/XXXX, I received a notice of default on my mortgage and have been notified that my home will be put into foreclosure on XX/XX/XXXX. 

Had I been given the ultimatum in the original conversation, I would have booked a plane ticket in the height of the second Covid peak to return to the US just to go to a notary, and would not now be at risk of losing my home.

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 non-monetary relief