Consumer complaint received 2018-05-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was just reviewed for a loan modification I have been filing complaints with the CPFB for several years and they are going no where regarding how Wells Fargo is dealing with my loan modification request. 

1. In my previous complaint although I had provided authorization to speak with Wells Fargo directly while in a Chapter XXXX, Wells Fargo representatives refused to speak with me and would not even confirm with me that they had authorization with my attorney to speak with me. I had to file 3 complaints and although nothing I did changed, their behavior did change and they decided to speak with me and confirm that they did have authorization to speak with me. 

2. In XX/XX/XXXX I spoke with a representative at Wells Fargo XXXX XXXX who stated that even if I qualified for a loan modification Wells Fargo would never allow me to have one and their reason was that I had made too many attempts to keep my home. 

I am being told a new lie each time I apply for a loan modification from Wells Fargo and they are saying each time that I don't qualify and now that they can not use my partners income because we are in the process of evicting tenants ( I have also even provided proof of occupancy from when we were living together prior ). 

3. In XX/XX/XXXX I was modified to a monthly payment that was just as high as the monthly payment which was the highest of the adjustable mortgage payments I had ( approximately 3 times the payment when I purchased the home ) .That is not designed to be made more affordable by any means. 

4. In XX/XX/XXXX I reapplied for modification and the bank discussed modification options with me but at that time I was supposed to be recovering from a hardship and another hardship occurred, the death of several members of my immediate and close family. I was at that time, simultaneously, while going through my hardship also told by the bank that even if I paid all my trial payments they would still foreclose on me and I could not afford that. I had so where would I go if I paid for my trial payments and was then kicked out of my house? Also I would have moved in a roommate to help with payments and saving but the way that was stated I did not want to put someone in my home and then have to put them OUT, KNOWING that could be what they would be faced with. 

5. Since XX/XX/XXXX I have been reapplying for modification willing to take that risk of because I later learned that it would be unlikely that I would make all my trial payments and then be kicked out of my home or denied a modification. The representative with whom I was working was not trained well in how she explained the process to me and mislead and scared me in XX/XX/XXXX. I have since then applied for modification around 27 times and over the past 8+ years with Wells Fargo which has been denied each time for a different reason. 

This most recent reason was that my contributor 's income could not be used because we are not living at the property at this time and they ignored the proof of occupancy from prior to the tenants moving in. 

This most recent effort also states that my income on my profit and loss, bank statements and XXXX 's do not match which is a lie, they do. 

However Wells Fargo does not care that I am a consumer trying to stay in her home ( and in fact move back in due to tenants that are being evicted for non payment ) I would like wells fargo to reinstate the previous modification offer with a representative that does not represent the high likely hood that even if I make all my trial payments and follow all the rules in the modification agreement that I will still experience foreclosure. It seems fair that if Wells Fargo wanted to purchase this loan that they service the consumer in a fair and ethical way which they have not been doing.

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