Consumer complaint received 2022-07-27
Company: WELLS FARGO & COMPANY
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We applied for the COVID relief program back in late XXXX and were approved. After extending the forbearance for the maximum 18 months, we were in communications with Wells Fargo to exit forbearance and begin making regular payments again. 

From there, we asked to be reviewed for a deferral program ( XXXX ). Various additional approvals and information was needed - home valuation, etc. On XXXX, in a phone call with our preservation specialist, we were made aware of the State HAF program that could pay the outstanding balance and get us caught up. We immediately proceeded to apply for the State Program completing the needed documentation by XXXX. 

On XX/XX/XXXX and XX/XX/XXXX, we received XXXX separate deferral program/load modification options by mail - dated XXXX, XXXX and XXXX - all with different monthly payment amounts and next steps. Since we were quite confused by the varying programs that all arrived at the same time, I made calls on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - all leaving voicemails that were not returned. Later on XX/XX/XXXX I called again and spoke with XXXX who told me that " you are protected while being reviewed for the state program ''. In that call, I requested that we be reviewed again for a deferral option, since we were unclear on the original options due to the reasons above. 

In order to remain no more than 18 months " behind '' from the forbearance program - and to remain eligible for all options ( deferral program and state program ), we made a regular monthly payment in XXXX as instructed. Confirmed on XX/XX/XXXX phone call with XXXX that we could and would make our XXXX payment. 

Per notes from Wells Fargo, they received a request from the Missouri XXXX program on XX/XX/XXXX for release of information, to which approval was given on XX/XX/XXXX to Wells Fargo. 

Spoke again with Wells Fargo on XXXX, advising them that our original payment amounts were no problem now that hardship had passed and we were simply looking to restart payments where we left off. I was advised that there was an escrow shortage and agreed that spreading those payments over 60 months made sense. Was advised that we needed to make sure we did not fall behind on our XXXX payment in order to remain eligible for both the deferral and Missouri XXXX program. In that XXXX call, I did not agree to move forward with any deferral programs ( despite Wells Fargo consistently stating that I did, though providing nothing more than written notes stating that I accepted ... despite notes from earlier in the call me stating " I asked if he was going to move forward with deferral request or if planned on HAFHE - said hw as waiting on both and the letters we sent were confusing so he needed clarification '' ( from notes provided by Wells Fargo in call with Home Preservation Specialist ). 

Through the entire process, Wells Fargo has insisted that it was on this call at XXXX, that I accepted a deferral program, but their further communications - both by phone and written - contradict that this occurred. 

A letter was subsequently received from Wells Fargo on XXXX stating that I had been approved for a payment deferral and - in a different font so as to make it stand out in the letter - it stated " YOU MUST CONTACT US BY PHONE AT XXXX BY XX/XX/XXXX TO ACCEPT THIS OFFER. YOU'LL ALSO HAVE TO MAKE ONE OR MORE MONTHLY PAYMENTS. WE INCLUDE THE DETAILS BELOW ''. 

If, from Wells Fargo 's own notes, I had already accepted a deferral program as of XXXX ( which I did not ), then why did I receive a deferral program offer that required PHONE CALL ACCEPTANCE by XX/XX/XXXX?? 

In the meantime, on XXXX, I received a voicemail from Wells Fargo and, upon calling them back, did not connect with my Wells Fargo Home Preservation Specialist at that time ( XXXX XXXX ) Nothing was accepted on this call and I instead left a voicemail for XXXX. 

On XXXX, I was informed by the Missouri XXXX program that we had been approved for assistance through their online portal. That day, I called my Wells Fargo Home Preservation Specialist and left a message stating that we had received approval, but did not get a call back. 

I called again on XX/XX/XXXX ( 4 times in fact ), and - per Wells Fargo customer contact notes - " CUSTOMER CALLED TO GET MORE INFORMATION REGARDING THE STATUS FO THE ACCOUNT AND THE HOMEOWNER ASSISTANCE FUND, CUSTOMER EXPRESSED CONCERNS ABOUT HIS POINT OF CONTACT NOT RETURNING CALLS. '' If I had knowingly already accepted the deferral program, why would I then be calling about the HAF program and why was I not informed that the HAF program was now irrelevant?? 

It was also on the XX/XX/XXXX call to Wells Fargo to inform them that we had been approved for the state program that I SPECIFICALLY RECALL walking through a series of questions to where I rejected wanting to accept the presented deferral program. It was a series of yes/no questions that stated we were not accepting the deferral because we had been approved for the state HAF program. 

As of XX/XX/XXXX, we had information through the State portal as to when their payment would be made to Wells Fargo. My wife called on XX/XX/XXXX to verify payment details from the state and see if anything additional would be needed from us with our approval of the XXXX program. We were told nothing more would be needed. 

From Wells Fargo customer notes - the funds from the state were received on XX/XX/XXXX at XXXX. 

On XX/XX/XXXX, my wife called again to see if the payment had been received and it was confirmed by the Wells Fargo rep that the funds had been received and that there was an overage balance of {$130.00} and we requested that the balance be applied towards escrow ( call reflected in Wells Fargo customer notes ). 

Under the belief that we were now caught up with the payment from the Missouri XXXX program ( and not having been told anything different by Wells Fargo ), there was no communication until XX/XX/XXXX when we received a monthly statement from Wells Fargo that showed a second mortgage now listed with a balance of more than $ XXXX. 

We immediately called Wells Fargo and were informed that we had somehow, unknowingly and without authorization, been approved for a deferral program. Additionally, Wells Fargo took it upon themselves to return the funds provided by the HAF program back ( they were sent back on XXXX per Wells Fargo customer notes ). 

As part of the escalation process, we were told to have Missouri XXXX reach out to Wells Fargo so we didn't reject the deferral program and then not be able to gain access to the funds again. So we went through the process of reaching out to contacts at Missouri XXXX, who - in turn - connected with Wells Fargo... .ONLY TO BE TOLD THAT IT DIDN'T MATTER SINCE WE HAD " ACCEPTED '' THE DEFERRAL PROGRAM!! It was a very frustrating moment to have us jump through those hoops, only to reject the option outright despite being told on the phone it was something that could be explored. 

Upon my next call in to Wells Fargo, I was informed that our case had been " resolved '' - though it was far from such. 

We have been assigned to and spoken with no less than six Preservation Specialists, two Escalation Representatives and two Supervisors. In each instance, since XX/XX/XXXX, I've requested either the physical recordings or detailed transcripts of all calls that have occurred with Wells Fargo. All that was provided was a brief summary of the notes from an Escalation Representative that was written by the Preservation Specialist. 

For all practical purposes, Wells Fargo has taken my mandatory XXXX payment- which was required for me to stay caught up and eligible for all possible program options ( not to mention not risk possible foreclosure for being behind ), as an acceptance of their deferral. In multiple instances in the Wells Fargo customer notes that were provided, they indicate that because payment was made, I was authorizing moving forward with the deferral program. 

Wells Fargo has been deceptive, difficult and as far from transparent as humanly possible throughout this entire process. Written communication was often redundant, or even contradictory, and phone messages were almost entirely left ignored. 

At no time has Wells Fargo been able to provide any true evidence that a deferral program was accepted on my behalf and have conveniently " lost '' the notes/recordings from the call with their Preservation Specialist when I specifically rejected a deferral program.

Their blatant disregard for truth has put my financial standing in jeopardy and been a four month drain on both my time and emotions. I sit writing this surrounding by pages upon pages of notes and letters and want nothing more than to have them either reclaim the funds from the Missouri XXXX program that we were approved for and were ultimately delivered to Wells Fargo or to " eat '' the outstanding balance since the fund were returned at their error while also removing us from the deferral program that was never agreed to.

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 monetary relief