Consumer complaint received 2023-07-06
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Our family was devastated by XXXX XXXX and my husband XXXX was out of work for over one year and hospitalized and XXXX and nearly passed. During that time we fell behind on the mortgage payment with Wells Fargo and I tried to see if there were any programs available to help families devastated financially because of the pandemic. When I talked to their agents they told me they could not offer a forbearance or deferment or any solution, but said they would mail out a form for me to fill out. But nothing was ever received. I called their agents repeatedly, asking for help, any type of help. They did not offer a forbearance, they did not offer a deferment of delinquent payments due to XXXX, they did not offer a modification and never sent the paperwork needed to be considered for help. My husband was at death 's door and unable to work and we could not pay our mortgage payment because of the deadly pandemic and Wells Fargo, a multi billion dollar company could not even offer us any type of relief. To make matters worse they listed our house for sale and failed to notify us until one week before the sale. We did not know we were in foreclosure, we did not receive any notification of the legal process and the only reason we knew there was a sale date was because of we got a letter on XX/XX/XXXX telling us the sale was in one week. The Notice of Sale paperwork is dated XX/XX/XXXX and they claim that the notice was posted on our property and mailed to us on XX/XX/XXXX. This is false, the document was not even notarized as legitimate until XX/XX/XXXX. It is quite obvious that Wells Fargo wanted to steal our equity instead of working with us on our hardship. ( document attached ) We bought this home with a conventional 30 year fixed loan with Wells Fargo in XXXX. We had no problems with the mortgage payments or finances. XXXX has worked as a mechanic for 43 years and I work as a customer service assistant. However, we were not prepared for the devastation from XXXX and the toll it would take on my husband. We were fine the first few months when he was out of work, but once he went in the hospital the extra bills plus the loss of his income was too much and we could not keep up with our mortgage payment. We were desperate for help and I called so many times to try and find out if Wells Fargo could help our family with our missed payments but were never given access to any of the programs such as CARES, forbearance, loan modification or repayment plan. We fell further behind and Wells Fargo decided it would be better to foreclose on us than to work with us Due to the fact that we had such late notice of the foreclosure we were forced to file bankruptcy in order to save our home. This was avoidable if Wells Fargo would have worked with us and followed the servicing guidelines. XXXX is healthy and back to work full time as of XX/XX/XXXX and I am back working full time also. Our hardship is resolved. We need Wells Fargo to work with us to fix this problem.

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