Consumer complaint received 2023-03-03
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I would like to file a complaint against Wells Fargo Home Mortgage. My complaint is in regards to the recent settlement awarded to conusmers, whereby, as part of a {$3.00} billion settlement, Wells Fargo has agreed to pay more than {$2.00} billion directly to customers harmed by illegal activity, ranging from incorrect overdraft fees to wrongful foreclosures. I believe we are a part of the wrongful foreclosure portion as we had our home foreclosed which was sold in XXXX of XXXX. I have attached the letter that I submitted to Wells Fargo regarding this issue and I was notified today, XX/XX/XXXX, that we did not qualify for to be included in this settlement. My concern is that they research our circumstances for approximately 6 weeks and the called today to inform that they were sending out a letter stating we did not qualify but that they can not disclose to us as to why. I question the service representative that I am entitled to an answer as to why we don't qualify and she refused to answer my questions because she said that due to legislation and regulations she was prohibited from giving me an answer. I was adamant that I was seeing their refusal as being suspicious and she just read a letter that she claimed she pulled from our file that was not even related to the time period that is in question. Our situation is complicated and started in XX/XX/XXXX when our son was diagnosed with a rare XXXX XXXX. In XXXX of XXXX I initiated contact with Wells Fargo Home Mortgage to inform them of our impending crises and they offered to do a loan modification and at that time they said during such a request we were not allowed to make payments. Our mortgage was current when we initially applied for this assistance. My issue is that we were put through this loan modifcation process 4-5 times over the course of the next 7 or 8 months. The end result is that we were told we were approved for the modification and that we would be receiving our loan papers to sign agreeing to the modification. This was between XXXX and XXXX of XXXX. Wells Fargo said that we would receive our paper within a week and that they would be expedited via express mail, and we were under a time restriction to follow through otherwise if we missed the deadline to send them back the modification would be void. Upon never receiving our paper work I called back and we were told that no modification had ever been approved for us and during our sons XXXX XXXX treatment and countless surgeries, we were verbally abused and told to vacate our home otherwise we were facing eviction and as I was told " don't be surprised if you find your personal belongings outside ''. Wells Fargo illegally and wrongfully foreclosed on on our home. We were forced to stop making payments due the modification process we were going through. We did move out of our home under the circumstances with our son going through XXXX. All this is outlined in the letter I sent to Wells Fargo Home Mortgage and I would like to know why they are refusing to communicate with me as to why we don't qualify for this settlement process. I feel that we do because we were mislead and literally lied to. In the manner on how they are addressing me with this issue Wells Fargo has not changed how they conduct themselves and I feel that they are treating me the same way that I was treated back then. Our home was sold in XXXX of XXXX so we still had an account with them under the conditions set forth in this settlement. Wells Fargo Home Mortgage is not looking at the time line I provided and instead are looking at something that I don't even know about. Our son was diagnosed in XXXX of XXXX and I did not set forth a modification process executed by them until then so I am confused as to why they are trying to link something that I am not aware of with the time period I was concerned with which is from XX/XX/XXXX to when our home was sold, in XXXX of XXXX, and our subsequent bankruptcy in XXXX to alleviate the debt incurred from Wells Fargo Home Mortgage, selling our home at a loss rather than working with us. Staff at XXXX XXXX XXXX we perplexed and at a loss for words that in the midst of our son fighting for his life with XXXX, that Wells Fargo Home Mortgage, would put us on the street. We were weeks from becoming homeless with a child with XXXX. This is morally wrong, ethically mean, and totally uncalled for when all we were asking for was a little help. I feel we should be included in this settlement and I feel that a different party should review our circumstances.

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