Consumer complaint received 2023-01-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was in Covid Forbearance with Wells Fargo and when it ended I applied for and was granted a modification. I made the first of three trial payments to WF, and in addition I applied for a Reverse Mortgage with another lender. I called WF to inform them that I was attempting to obtain a Reverse Mortgage and asked for direction on continuing to make the trial payments. I was informed by WF to " not make anymore trial payments, that they would receive a payoff request from the lender and all would be fine. '' Unfortunately, the XXXX did not go through. When I called WF to inform regarding the status of the XXXX and that I wanted to continue with the modification, I was informed that I would have to reapply? Which I did and was denied. I appealed and was denied again. Between the approval of the first modification and subsequent reapplying, nothing in my financial situation had changed? When I asked WF why I was denied I was told that the first modification was a " one time only '' offer. Had I been told that, given the option, at the time I would have continued to make the final two trial payments as a back up to the XXXX. 

Following the denial of the appeal I have called at WF at least 100 times and been referred to ( given phone numbers ) many different departments. Most of which tell me I have the wrong department and give me another number to call! Through all of that I have reached I believe, four different departments, and upon hearing my story all of them have offer encouragement that they will be able to remedy my situation. And after a few months of there attention, I am told there is nothing they can do and they give me another number to call. And the situation repeats itself. This has been going on for over a year and WF has been charging {$1000.00} dollars a month interest to my amount owed! 

The most recent WF department I've been referred to is an Executive Department, phone number XXXX. When I first called the woman who answered listened to my explanation and positively assured me that I had reached the right department and that they would be able to provide remedy. I was then transferred to XXXX XXXX. I spoke to XXXX and he told me he would get back to me. After several weeks I called him, he gave me no reasons or information why, but referred me to another number. I called and was referred back to the Executive department. At that time I was assigned to a gentleman by the name of XXXX. He again promised to get back to me, he did not and I called again. This time I was assigned to XXXX XXXX, who also promised to get back to me and after a couple of weeks I had to call him back. He said he said he would get back to me in two days, he didn't and I called again, he was out of the office. Now the date is XX/XX/2022 and I begin receiving calls and letters from many lenders, to date XXXX, informing me that my property is in foreclosure and they are trying to sell me their company 's solution to foreclosure!! I immediately call XXXX to find out what is going on and he is unaware of the foreclosure, so he says! I ask him if the WF departments communicate with each, he becomes very quiet and tells me that he will respond in writing to me on XXXX XXXX! I have still not received any notification from Wells Fargo that they have placed my property into foreclosure! 

All I ever wanted was the original modification following my Covid Forbearance! And in my inquiries to do so, I was directed by WF employees, to many different departments, whom all gave me reason for hope that I would be able to achieve that goal. Had one of the many WF people I've spoken to ever been honest and given me a straight explanation, I would not be in this horrible situation! I'm XXXX years old, a widower, XXXX, on fixed income and have been a WF customer for 48 years. I honestly feel that I have been played, hoodwinked and betrayed by WF for the very significant additional interest dept and WF 's ultimate goal of foreclosure on my property that I have lived in for 35 years! And they have made my phone number and address available to the public! 

I was told by a senior citizen friend, who had the same situation with WF and that the CFPB was able to help them obtain justice. I have hope and pray you'll be able to do the same for me. This just isn't right and certainly not fair. 

Thank you and God Bless. 

XXXX XXXX

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