Consumer complaint received 2023-02-10
Company: WELLS FARGO & COMPANY
State: OK
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I purchased a townhouse at XXXX XXXX XXXX XXXX, XXXX XXXX in XXXX, XXXX  on XX/XX/XXXX. Over the years XXXX Wells Fargo Mortgage filed several foreclosure actions that were resolved either by paying arrears in full or by loan modifications. 

In XXXX, I applied for a Making Home Affordable Modification because after becoming federally declared XXXX in XXXX and living on limited income. Per the XXXX Consent Decree between Wells Fargo and the XXXX XXXX XXXX, MHA modifications were to be handled by specific guidelines according to the Decree. I applied several times for a MHA modification however, the modifications were not administered by Wells Fargo as specified in the Consent Decree and I was forced to accept standard modification agreements that increased my costs and included additional fees. In XX/XX/XXXX I paid Wells Fargo {$3400.00} that included foreclosure fees as well as a {$1500.00} " bankruptcy fee '' assessed in XXXX after I filed bankruptcy and other fees assessed to my mortgage bringing my balance to {$0.00} arrears. Several months later I saw the same fees were charged back to the account 30 days later. Wells Fargo does not have a mortgage office in XXXX. I called the XXXX ' number and spoke to customer service over a dozen times speaking to a different rep each time in multiple states regarding the discrepancies on my account. I was informed to write a letter disputing the fees and fax the letter to Wells Fargo " Customer Resolutions '' and did so in XX/XX/XXXX. In XX/XX/XXXX I received correspondence from Wells Fargo, signed by " XXXX XXXX '' apologizing for the errors and further stated Wells Fargo " regional offices would be notified to update my account ''. My account was not corrected and additional fees were repeatedly charged but never reflected on my monthly statement. From XXXX I faxed XXXX fee dispute letters to Wells Fargo and never received a response. In XXXX speaking with a rep it was confirmed the faxed disputes were received and labelled by Wells Fargo as " correspondence ''. In XXXX I filed a complaint with the CFPB against Wells Fargo regarding the denial of a loan modification in late XXXX because the bank stated " the investor refused the modification request '' that resulted in Wells Fargo taking my home of XXXX  years in foreclosure in XX/XX/XXXX. 

In XXXX, I contacted Wells Fargo Mortgage and requested a copy of my payment history and was told only XXXX  years would be available. Several months later I received XXXX different copies of my payment history from XXXX. Each copy included different payment data - XXXX copy included multiple notations of " misapplied payment '' with no indication the payments were reconciled. A different copy included XXXX separate paid insurance policies on my property as well as a paid FHA claim. The third payment history was different from the other XXXX copies and did not include insurance policies or " misapplied payment '' notations. 

In addition, according to Wells Fargo customer service I was variously provided the names of XXXX different " investors '' that owned the property however, those investors never appeared on any foreclosure petitions including the foreclosure filed in XX/XX/XXXX and who had allegedly denied my request for loan modification. In previous complaints filed against Wells Fargo they repeatedly responded to the complaints with false information including denying receipt of multiple fee dispute letters I faxed to " Customer Resolutions '' but referred to the disputes in their answers to the CFPB. In light of the recent investigation and fines levied against Wells Fargo for fraudulent foreclosures and fees practices, I request an investigation of the denial of the loan modification I requested in XX/XX/XXXX and the subsequent foreclosure and needless loss of my home on XX/XX/XXXX. The home is now rental property owned by an investor.

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