Consumer complaint received 2020-09-23
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My home loan was placed in forbearance as of XX/XX/2020 payment I ha called in XXXX XXXX to advise I would like to try to resume my regular payment as of XX/XX/2020. The party I spoke with advised they would submit everything I needed to resume payments on give it I think like 2 weeks to receive paperwork. I called XX/XX/2020 @ XXXX spoke w/ XXXX advised I was following up on my XX/XX/2020 call about deferral program repayment he advised no update at that time I asked about my XX/XX/2020 he advised didnt appear I would have to make that payment due to paperwork not completed. XX/XX/2020 I called at XXXX and was transferred to XXXX in Home Preservation Dept. That is when I was advised a partial claim was being done on my account. I advised I had not gotten any docs and what about my XX/XX/2020 payment. She advised go ahead and pay it. It would go to XX/XX/2020 pay the, then what will go to the end of loan would be XXXX, XXXX, XXXX payments. While waiting to speak with someone the phone says you can check your status online is that true because I keep looking and I entered my information and I cant check my status. She advised sorry no you can not some people can and some cant your loan isnt eligible. I say ok. XX/XX/2020 I called XXXX @ XXXX ; XXXX spoke with XXXX XXXX XXXX to XXXX she advised they sent the final agreement and I would be contacted by XXXX XX/XX/XXXX to sign final documents. I had been contacted prior to my call to Wells Fargo by XX/XX/XXXX. I made an arrangement to sign my docs with XXXX XX/XX/XXXX on XX/XX/2020 @ XXXX. The notary came i signed docs on that date and he took them with him advising that due to the time of day and the upcoming holiday the docs would not be sent back until that Tuesday, XX/XX/2020. I was ok with that because the docs advised they had to be back to XXXX by XX/XX/2020. XX/XX/2020 I spoke to XXXX XXXX @ XXXX disconnected XXXX I ask about my partial claim docs that I signed have been received. He says they are uploaded in the system and I should be getting something in the mail in the next day or two or be contacted by phone. The only thing I have gotten in the mail is a notice that my account is due for XXXX, XXXX, XXXX, XXXX and come XX/XX/XXXX XXXX. I am tired and frustrated of reaching out to Wells with a different answer with each person I speak with. I requested help because I needed help I want to get back to right on my account I reached out early and have been reaching out like clock work. According to them the documents they sent me advised my next payment would not be due until XXXX XXXX yet I keep getting paperwork showing otherwise and I have yet to be able to see any status update on my account. I sit tirelessly on the phone while trying to work to resolve the issue. I feel like I am going to have to try and take out some expensive loan to resolve this issue when I requested help because I needed help and thought I would get help and return to normal servicing when I stated I was ready. Now I am stressed because I am being told I am due for like 5 payments and no explanation as to what is really included in the partial claim.

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