Consumer complaint received 2018-02-05
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Good evening, First I would like to thank you for the ability to be able to email you directly. 

I want would like to state that I hope I am heard and provided an opportunity to save my home. 

I will start from the beginning for your review so that you have all the facts : -XXXX XXXX XXXX XXXX Member XXXXFHA Loan -Wells Fargo -Going thru a Hardship -Change in Circumstances -Now getting SS XXXX Benefits -Started off only being behind 7 days on a {$590.00} Mortgage Payment -Now it has snowballed to {$3800.00} of past due amount -All Emails and tracking screenshots are available upon request as well as all documentation My Name is XXXX XXXX. and I am a long time customer of Wells Fargo. I have been communicating with XXXX XXXX XXXX from the Escalation Dept., XXXX XXXX which is her Boss, XXXX XXXX in the Home Preservation Specialist Dept., XXXX XXXX at the local Wells Fargo branch and about 6 different Representatives throughout my phone calls and now I have been communicating with the Liason to the Board of Directors XXXX XXXX XXXX. 

I am Member of XXXX XXXX XXXX  XXXX XXXX XXXX and was previously making over 100k a year. 

In XX/XX/XXXX I purchased a home in XXXX, XXXX using Wells Fargo as my preferred Mortgage Lender. We moved forward and closed on the house. 

In XX/XX/XXXX due to work circumstances, I transferred to the XXXX XXXX of XXXX in XXXX, XXXX. Which at that time I rented my home in XXXX. 

Fast forward to XX/XX/XXXX ; All was well till my XXXX XXXX and XXXX diagnoses impaired me from continuing to work which at that point I applied for Social Security XXXX and was told that it will be months before I receive any assistance. Under those circumstances, I called Wells Fargo to see what help was offered for a person under my situation and was immediately transferred to the Home Preservation Department. 

At that time XXXX XXXX was the Specialist/Representative assigned to my forbearance request. At this time I was only 7 days late on my mortgage payment of {$590.00} dollars. 

I quickly provided XXXX XXXX all the necessary documentation all that same day. I completed the application that clearly stated that the property is rented, the rep knew that i was receiving food stamps, and in the process of getting Social Security XXXX. ( all of those documents were sent to XXXX XXXX ) XXXX XXXX then provided us with a site that is to track the loan forbearance and we checked on almost daily. 

Below are all the communications that went back and forth between XXXX XXXX and myself : 1. XX/XX/XXXX We contacted Wells Fargo regarding the payment in which at that time we were transferred to the Home Preservation Dept and got introduced to XXXX XXXX. 

2. XX/XX/XXXX that same afternoon he requested for me to submit to him the Mortgage assistance application, FHA Unemployment Affidavit, and XXXX Taxes which I scanned and sign and submitted to him. 

3. XX/XX/XXXX he replied back with acknowledgment of documents 4. XX/XX/XXXX Submitted to XXXX XXXX additional documentation that I am currently receiving food stamps and he replied back with acknowledgment of received documentation. 

5. XXXX I received an email that " We have a decision regarding your request '' But the email stated that he was going to contact me soon to discuss and share information on next steps, please see the screenshot of the email below : I was never contacted by him nor did I receive any communication, email, and letter from Wells Fargo. Also, the online tracker also did not state that there was a denial. Please see below : Inline image 2 ( sorry but it did not let me attach the screenshot ) 6. XX/XX/XXXX Then I reach out to XXXX XXXX letting him that I received a large envelope with the same application that I had once submitted in the beginning of the process and he stated that it is something that automatically gets sent out and it is system generated please see the screenshot below : Inline image 3 ( sorry but it did not let me attach the screenshot ) 7. XX/XX/XXXX I reached out to XXXX XXXX advising him that I have been checking the status of my application in the Loan Tracker App that he sent me and he apologized for not being available and he was in an all-day meeting please see the screenshot of the communication below : Inline image 4 ( sorry but it did not let me attach the screenshot ) 8. XX/XX/XXXX I reached to XXXX XXXX because I received a letter in the mail that stated " I have received a letter stating that i am in default. What does this mean? 
Please advise the next step I am getting concerned. " In which he replied " As far as the delinquency letter its a letter we are federally mandated to send out any time you are delinquent. You can disregard it.I will call you a little later to go over any additional questions you have. '' Please see the screenshot below : Inline image 5 ( sorry but it did not let me attach the screenshot ) 9. Between XX/XX/XXXX- XX/XX/XXXX I attempted to contact him via email, phone several times and continued to monitor the app online and which it still had this status was Final Steps ... In no way did XXXX XXXX inform me of any decision nor did the app state that I was denied. 

10. After several attempts to contact him, I received an email to please let him know if I had any questions, never once addressing any of the other 5 to 6 emails of me requesting to speak with him. Please screenshot below : Inline image 6 ( sorry but it did not let me attach the screenshot ) 11. Then around the 2nd week of  XX/XX/XXXX, we received yet another Default letter advising me to speak to a Home Preservation Specialist, in which I did call and I was then advised that my case was closed and it was most likely due to the Hurricane and that I should resubmit on the following Tuesday to Start the Application process once again. 

12. That following Tuesday as instructed by the representative I contacted the Home Preservation Specialist Dept in which they advised I was not in immediate foreclosure and needed to contact XXXX XXXX directly because they were able to see that I was denied. 

13. I then went to the nearest WellsFargo to me and was attended by XXXX and he contacted the Escalation Department contact with me. 


As you can clearly see in no way was I advised by the app, advised by XXXX XXXX, nor did I received a letter from Wellsfargo letting me know that I was denied. All this time was under the impression that I was on track to obtain the assistance that I was told that I was going to get. All the while Wells Fargo continued to move foward with the foreclosure along with XXXX XXXX advising me to disregard the foreclosure documents. 


Now my circumstances have changed and I was approved for Social Security XXXX and will now be receiving {$1400.00} every XXXX of the month and I submitted to Wells Fargo a " Change of Circumstances '' email to advise that this has occurred and will include the SSA letter for review if needed. 

Thus far, I have not received proper assistance from Wells Fargo, I have not received a denial letter and it is now 9 Days that I am waiting from Wells Fargo as a whole, XXXX XXXX XXXX XXXX XXXX XXXX, in which she had provided me with his extension but I got transferred to a representative that took the message and advised me that he will be contacting me within 48 business hours. 

I have never not intended to pay, and my circumstances have changed and all I have done is ask for assistance to save my home. If I would have known that I was not approved I would of made the payment at the end of XX/XX/XXXX. 

Thus far, all Wells Fargo has been able to do is to apologize for misunderstandings and miscommunications. How does that fix my now snowballed issue due to all of this " miscommunication and misunderstandings ''? Is it incompetence or negligence? or Is this a malicious and direct attack and organized, filtered down from the top to take my home? From where I sit and what I see, I see wide spread negligance or corruption. From there actions this far miscommunication is a convinient excuse and corrupt business practices seem to be the norm. 

As for what is next, I advised XXXX XXXX that I never not intended to pay, and furthermore was there any payment plan that can assist me to become current with my amount due, in which she stated that there is basically nothing that can be done to assist me at this time. 

I attempted to make a payment online and the site did not allow me to make a payment in good faith. 


To no fault of mine I have been misinformed and mislead and the issue has snowballed to the point that I am at risk of loosing my home at no fault of my own. From my understanding that is negligence in Wells Fargos representative 's duties. 

I have provided Wells Fargo with more than enough evidence that clear states that I was mislead to purposely loose my home for the benefit of the Big Bank WellsFargo. 

All I would like is for a modification or re payment plan as my circumstances have changed. 

I will be making payments to try to catch up as I hopefully try to get assistance and hopefully the foreclosure process does not proceed. 

This seems to me to be a conspirarcy to take my home away from me and complete neglagence on the part of Wells Fargo. 

Please I am wirting to you hoping for assistance but more than anything to make sure that this Big Bank does not take advanage of another Customers that unlike me may not have all the documentation, and evidance that I do and that customer looses his or her home. 

Please contact me at your convenience to further discuss my situation and my options. 


Thanks in advance, XXXX XXXX XXXX XXXX

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