Consumer complaint received 2019-08-29
Company: WELLS FARGO & COMPANY
State: KY
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX we defaulted our payment of {$1300.00} ( regular monthly home payment ) in XX/XX/XXXX the lender then withdrew {$2000.00} from our bank account assuming the extra was for missed interest for the previous month. We were then contacted by the lenders home preservation specialist in regard to our missed XXXX payment. We were relieved for XXXX payment due to documents being filed for a forbearance we settled with the preservation specialist. XX/XX/XXXX, we began our new adjusted monthly payments of {$320.00} per month for four months around the beginning of the month until the forbearance period was over. in which time we kept in contact with our preservation specialist each month as to update information in regard to our income. Our last forbearance payment was XX/XX/XXXX. After contacting our preservation specialist and explaining that there was no additional income at this time although we were still working hard to become employed we were then offered into a secondary forbearance where our payments would be higher than last time and so we agreed and sent in our documents. While reviewing our documents there was no attempt by the lender to collect any amount of money for XXXX, or XX/XX/XXXX. XXXX became our first month of our new adjusted payment in the amount of {$1000.00} a month in the beginning of the month for four months. Shortly after making our first payment of {$1000.00} in XXXX, my husband became employed and our tax return had hit our bank account. Excitedly we called our preservation specialist and explained that we no longer needed to make these discounted payments and we could return to paying our full amount and pay off whatever debts we accrued through these past hard months. Surprisingly we were told by our preservation specialist to continue making our {$1000.00} payments for the next three months and that we will begin to make full payments once it is over. Our final month of our {$1000.00} payment was not collected by our bank in XX/XX/XXXX. On XX/XX/XXXX we received a letter from our preservation specialist stating that our account was no longer being reviewed for assistance due to a lack of documents, also stating that a letter was sent to us in concern to collect these documents however we never received a letter, got a phone call or received an email stating such. We unsuccessfully attempted to contact our preservation specialist. On XX/XX/XXXX our lender collected the entire house payment of {$1300.00} on XX/XX/XXXX our lender returned our payment to our account and on XX/XX/XXXX we received a Civil Summons and a motion of foreclosure had been set. To our understanding of this document we are showing on their system that our account has been delinquent since XX/XX/XXXX. On XX/XX/XXXX we received a letter from our lenders attorney that they had been retained XX/XX/XXXX. Afraid that we may lose our home over a misunderstanding but being in a 20 day time crunch to have a written defense sent to the court we retained an attorney and had the required document sent back in response.

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