Consumer complaint received 2023-01-13
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
We initiated our loan in XXXX with Wells and carried out our term until we sold in XXXX. During the term we experienced hardships in XXXX and XXXX which we were advised to take a modification. In XXXX we took a modification not knowing the huge financial negative impact it would lead too. it would cause the start of a multitude of damage to our future and credit. Through the whole process we sent in appropriate requested documents promptly. We were told to make payments and not told that they would not go to our mortgage payment and not report to our credit and we were actually being reported as lates. So Wells delayed the process by not getting our documents handled in a timely manner. We had late fees and other fees tackled on our loan without knowing, explanation prior to the mod and post modification. Still not knowing the damage it had fully done. In XXXX I went through a separation, hardship and with XXXX children. I had called to save our home and was advised to a modification. Again, I sent in all appropriate documentation, I was not called back, I called in multiple times for status, XXXX XXXX XXXX XXXX XXXX  and was sent to different departments, no updates promptly. I was mislead fully and now time is of the essence.. and on a Friday right before XXXX I was improperly denied a mortgage modification. I attempted to reach out in a panic, called spoke to over XXXX managers XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and answers called me irresponsible and said XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I asked for recordings on how I was treated, that was denied requested follow ups and emailed corporate with no help. I received a packet stating Wells did nothing. So I spent my XXXX money reaching out to a XXXX pleading to save our home. I had to pay {$1500.00} for our only option which was to file bankruptcy so we would not lose our home. So my kids didnt get a XXXX and the stress of everything led to me nearly having a XXXX XXXX when I explained that to Wells and I was hung up on, lied to, mislead and now my financial future is ruined! Now Im unable to purchase hardly anything with my name especially a home because of the lates and bankruptcy. I can only lease homes. Also, when we sold our home in XXXX, Wells during the process of our modifications had tackled on fee rule of XXXX if we ever sold to pay to them and we were unaware and never explained. So again now, my credit is fully ruined because of Wells and how they mislead us to try and save our home. During the modifications we experienced a havoc of hassles, we sent in all requested items promptly. We were told to make payments and not told that they would not go towards our mortgage payment and not report to our credit, so we were actually being reported as lates. So Wells delayed the process by not getting our documents handled in a timely manner. We had late fees and other fees tackled on our loan without knowing, explanation prior to the mod and post modification. I had called to save our home and was advised to a modification. Again, I sent in all appropriate documentation, I was not called back, I called in for status and was sent to different departments, no updates promptly. I was mislead and on a Friday XXXX before XXXX I was improperly denied a mortgage modification. 
I called and called spoke to over XXXX managers XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, called me irresponsible and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I asked for recordings on how I was treated, witness to other derogatory statements and discriminatory statements made to me and was denied also requested follow ups and emailed corporate with no help. So reiterate that I spent my XXXX money reaching out to a XXXX pleading to save our home. I raced to the XXXX before they closed as if we didnt do the transaction that day, I would be forced to lose our home and be homeless. So my kids didnt get a XXXX and when I explained that to Wells I was hung up on. So now, I am unable to purchase hardly anything my name especially a home because of the lates and bankruptcy. Also, for the sale of our home Wells fee tactic of XXXX if we ever sold to pay to them, this which we unaware and never explained is disgusting on how they did this! So now, my credit is fully ruined because of Wells! It has caused so much embarrassment.. We were mislead, thinking these modifications are helping us to try and save our home, which is honestly hurting your loan, and unknown fees or fee rules that could hurt in the future and ruined credit that new homeowners which were/are vulnerable like us and do not fully understand the ramifications. Then denying modification because stated we didnt get in documents in time or other excuses when we did everything as we were told to. So many broken pieces with all of this situation! The pain and suffering continued!! Then denying modifications because stated we didnt get in documents in time or other excuses when we did everything as we were told to. We should have never been lead to these modifications our home and provided a safe solution to save our home and not hurt our future or unnecessary fees included with out full explanations We fought for years with follow-ups, via emails or call ins and I would get hung up on or told we will call back which a manager mor anyone ever did. The pain and suffering My family endured and now still enduring at the hands of Wells Fargo! We trusted Wells and honestly lines were crossed at our expense!

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