Consumer complaint received 2022-05-04
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I entered in to forbearance in XXXX of XXXX because of Covid19. My mortgage service is Wells Fargo. I have an FHA loan. In XXXX of XXXX like I was told to do so upon the ending of my forbearance I contacted them and told them Id like a covid19 loan modification. I was then told once he input my information I would have a home preservationist contact me within 7 days. This was untrue and never heard from Wells Fargo until I received a loan modification the end of XX/XX/XXXX. I was then given a specialist { XXXX XXXX } to call with any questions. I tried for days and weeks and never got thru to her because she was either not answering or her voicemail was full and you couldn't leave one. I decided to call and get a rep on the phone and explained to him I had questions about the loan mod and had absolutely no help getting in touch with my rep. I asked for a supervisor to please contact me. XXXX XXXX called me which was a supervisor and went over the terms of the mod with me and at that point in the state in which I reside a program was offered called XXXX to families to help pay back mortgage payments and it would go live on XX/XX/XXXX. I had told XXXX that I would like to try to get help thru XXXX to pay my back balance off and that would allow me to do a refinance and lower my monthly mortgage payment because when Wells Fargo did the loan mod they only lowered my payment by XXXX. XXXX said he would put my account on a hold until I could get everything over to XXXX and get the ball rolling. If I were to do the loan mod thru Wells Fargo it wouldn't offer a refinance until you were 6months to a year in to your mod. He then gave me his direct line and said to contact him with any updates. Once I had submitted my info to XXXX XXXX had tried several times to contact him and nothing. Again I called to speak to a rep who could get me in touch with either a supervisor or XXXX. I then had a call two days later from XXXX which was a supervisor as well. At that point Wells Fargo said my loan mod was no longer being offered when she pulled up the information on it. I had told her what was going on and she had told me she was going to expedite my loan on to a reopening team to see if they could get it reinstated. She would call me back with any questions. I received one call from her letting me know if I needed anything to call her. That was on XX/XX/XXXX. Since then I have not received any call from her, just letters from XXXX XXXX telling me they need documents for a loan mod and to call her. I call and here we are again ... .no answer and a full mailbox. I then called back to try to get XXXX on the phone and no luck. I managed to get a rep who got me thru to her voicemail and I left a message on XX/XX/XXXX. In the meantime I have now received a letter of intent. XXXX is still working on my application and I have literally no idea what to do.

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