Consumer complaint received 2023-04-10
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In order to make a long story short, I will try to stick close to only the details. 

My mother passed in XXXX of 2020. My father passed in XXXX of 2020. This was a complete shock to me. 

I had a Power of Attorney for my father and an Affidavit of Heirship and I submitted this to the bank. 
At this time as well I was 5 months pregnant and my husband had just been in an accident and it was the middle of the pandemic and I lost my job. 
Wells Fargo said that they could help us by postponing our payments. They said that all we had to do was call in every 3 months and let them know if we still needed to freeze the payments and at the end I could get those payments put to the back of the loan. 
When the end of that came about I called and they told me there were steps that I needed to go through an assumption/modification. They told me that my credit wouldn't be a factor, they just needed proof of employment from my husband or I. They said my husband could be a non-barrower contributor. 
To make a long story short, every person almost that I was speaking with at Wells Fargo had a different story about what needed to be done, how much was owed and what the process was going to be to get everything in my name. 
I am a mother of XXXX and wife to XXXX but the misinformation has been so vast since dealing with them, it has kept me worried and on edge. The mortgage keeps going up and down even though it's supposed to be a fixed rate. They have asked me for the same documents at least 15 times and keep kicking me out of the modification program and making me start over again. They said I have not submitted my information on time but I have sent them through email and fax because they have not given me access to there portal because my name is not on the loan yet. Because my name is not on the loan, I have missed out of solar opportunities and home improvement opportunities. 
My husband and I moved into this home with my parents to help take care of my mother and then my father when he got ill. We had not intention on purchasing a home but now I don't want to loose my parents home because they keep putting me through a circus. I can't afford to pay a high mortgage amount but I can afford a low payment that we can maintain. 
I have a million things on my plate and this is just something hanging over my head and it feels like they are trying to make me loose the house. I don't want to pay high mortgage and my children don't have food to eat when they could modify the loan and make it affordable for us to keep my parents investment. 
It feels like these have got to be illegal activities and they are trying to push us into foreclosure instead of modification. 
My husband is veteran and we are struggling like most families right now and they have been making my grieving process and recovery from 2020 a worst experience than it already has been. I'm just asking them to be fair!

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