Consumer complaint received 2021-05-05
Company: WELLS FARGO & COMPANY
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This is an on coming issue with Wells Fargo approving then denying the short term forbearance. 

The latest was on XX/XX/XXXX at XXXX XXXX  XXXX, XXXX from Wells Fargo called, Im calling about your XXXX past due mortgage payment. I explained its due to loss of income. He asked if it was COVID related and I replied yes. He did a warm transfer to another department and XXXX XXXX picked up the call. XXXX XXXX asked if my hardship was due to COVID and I replied yes. She placed us on hold to review the account. Upon her return she apologized for the lengthy hold but she wanted to review the investor guidelines and my account. 

XXXX XXXX read the investor guidelines and stated the account qualify for up to 18 months. The short term forbearance will be granted in 3 month increments. She continued to read the other guidelines and asked if I agree and placed me on hold to code the account. Upon her return she stated no further actions are needed at this time and I will receive an approval letter in 7-10 days. 

XX/XX/XXXX at XXXX XXXX XXXX XXXX from Wells Fargo called and asked if she could assist with collecting the past due amount. I informed her on XX/XX/XXXX XXXX XXXX approved the short term forbearance and stated I would receive an approval letter in 7-10 days. XXXX then stated the system indicates they did not receive a response when calling. She placed me on hold, then transferred me to the home preservation department. 
XXXX answered the call and asked us to hold to review the account. Upon his return he stated yes I see the representative coded the account for the short term forbearance but your investor only allow 6 months. The representative read the standard messaging. My wife replied I find that hard to believe that all your accounts have standard messaging and they are not coded by the investor guidelines. She asked XXXX to file a formal complaint and have the office of the chairman contact us. Once again Wells Fargo is exercising unfair business practices. Are they only granting this relief certain types of people and not by investor guidelines? My wife asked XXXX to please ensure you indicate Wells Fargo called us and offered this assistance. 

This is not the first time this has happened. Yet Wells Fargo always reply will an allege system error. If the system error on my account was fixed on XX/XX/XXXX as they stated why did I receive a short term forbearance letter in XX/XX/XXXX stating I was on a short term forbearance and the monthly statement also displayed the same information. 
We are now in XXXX, yet Wells Fargo called me and offered this arrangement plan and denied in later. They must be held accountable for their actions. 

They can't continue to change credit reporting information to match their error and not be held liable. 

After asking many years for my investor name, it was provided last month. I'm sure XXXX would not be pleased to learn of the horrible customer experience Wells Fargo is repeatedly providing on their investments. 

Thank you

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