Consumer complaint received 2022-03-15
Company: WELLS FARGO & COMPANY
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My loan was in forbearance for XXXX relief which ended on XX/XX/XXXX. I called in XXXX to discuss my options for bringing my loan current and was told I was calling too early and to call back in XXXX. I called back at the beginning of XXXX and was given XXXX options : pay the full amount of arrears, defer the missed payments to the end of the loan, or get a modification. I told her I needed the modification because my financial situation has changed. She told me she'd send the request and someone would be in touch with me. I never heard from anyone. Then I received a letter in the mail telling me my deferral was approved. I called back and asked why my payments were deferred when I asked for a modification and was told the first woman never sent the request. This woman told me she could see in the notes that I had asked for a modification and not to worry, she'd get it fixed. She told me someone would be in touch. A couple of weeks went by and I hadn't heard from anyone so I paid my XX/XX/XXXX payment on XX/XX/XXXX. A few days later, I received a phone call from someone telling me my loan was in default. They had reversed my deferral and credited my payment to the arrears, She said I had to pay {$22000.00} to bring my loan current. I explained everything to her regarding my prior phone calls and she said she could see it all in the notes and that my loan was sent for modification approval. She told me not to worry, someone would be in touch. Today I received a letter in the mail that says I have to pay {$23000.00} or they're going to start foreclosure proceedings. I called again and spoke with someone who left me on hold for over an hour and told me to ignore the letter, " everything 's fine. '' She said my modification has already been approved and I've already signed all the documents. I've signed nothing, nor has anyone called me or told me my modification has been approved. When I login into my online account, it's showing me that my loan is in default and that I owe mortgage payments back to XX/XX/XXXX. Telling me to ignore a default letter seems like an underhanded way to take my house. I asked twice to speak to a manager or a supervisor and was told there were none available to talk to me. The 15 grace period for my XX/XX/XXXX payment which I already made but wasn't credited, is up today. I was told not to worry about a late payment being reported to the credit bureaus but I don't believe that either. " The Consumer Financial Protection Bureau ( CFPB ) issued a new rule requiring lenders to allow borrowers with certain hardship qualifications to modify their loans through a streamlined process. This rule went into effect on XXXX XXXX, XXXX, and currently extends through XXXX XXXX, XXXX. '' If this requirement ended on XX/XX/XXXX, it explains why they told me to call back in 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 non-monetary relief