Consumer complaint received 2023-09-07
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
Subject : Formal Complaint and Request for Mortgage Loan Information Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint regarding the handling of my mortgage loan and to request essential information related to the loan in question. My loan information is as follows : Loan Number : previous XXXX ; current loan number - XXXX I contacted Wells Fargo Home Mortgage on XX/XX/2023, to request a complete accounting of my mortgage loan. My efforts to obtain a comprehensive history of my mortgage, spanning over 20 years, have been met with obstacles, as the current servicer has indicated that they do not possess the full accounting information due to an alleged failure to receive it from Wells Fargo when the loan was transferred. 
My repeated requests for loan history documentation from various alleged servicers have yielded no results. Therefore, in XX/XX/2023, I approached Wells Fargo to request this critical information. Initially, I was informed that I would receive the requested documents within ten business days. However, the timeline was subsequently extended to 30 days. To my disappointment, I received a letter from Wells Fargo stating that they would not provide me with the requested information. 
On XX/XX/2023, when I contacted Wells Fargo Home Mortgage once more, I was provided with deeply troubling information by a customer service representative from the Executive office. The representative informed me that my loan number was not, in fact, a loan number but rather a claim number. Furthermore, he disclosed that there was an allegation of fraud associated with my mortgage loan. Shockingly, he asserted that my name was not on the loan.

My purpose in writing this formal complaint is to express my deep concerns and to seek resolution to these alarming issues. Specifically, I request the following : A complete and detailed accounting history of my mortgage loan, covering the entire duration of the loan, including any records related to payments, escrow, interest, and principal. 
A copy of my entire loan file, containing all documents, contracts, and records associated with my mortgage. 
A comprehensive explanation of the alleged fraud on my mortgage loan, including details, evidence, and any related investigations or actions taken. 
Clarification regarding whether my name is officially associated with the loan and, if not, an explanation for this discrepancy. 
I believe that obtaining this information is essential for me to understand the status of my mortgage, address any discrepancies, and ensure that my rights as a borrower are upheld. I kindly request that you investigate this matter and facilitate the provision of the requested documentation and information within a reasonable timeframe. 
The attachment lists the accounting years I have received. Please note the years that are missing from the list, and the statement at the bottom, promising to provide the other years ; yet, the other years were never provided.

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