Consumer complaint received 2018-02-27
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My family experienced difficult hardship, I suffered losing my XXXX XXXX, and having damaged XXXX and being now a XXXX patient, as well my wife losing her second job. As we had difficult times, we experienced financial hardship and not able to make our monthly payments on our mortgage. 

We contacted our lender ( Wells Fargo ) and wanted to make our payments current, however, they requested to make in payment in full. But, suffering such financial hardship, we did not have the funds to make payment. We tried our best to negotiate, but ( Wells Fargo ) would not consider other options. We contacted outside third-party ( XXXX ) AND ( Keep Your Home California ) to assist us during this troubled time. 

Keep Your Home California determined us eligible and providing us payment of {$25000.00} to make our mortgage current, given ( Wells Fargo ) would modify our loan. However, Wells Fargo did not want to modify our loan, and denied the payment of {$25000.00} which would have brought our payment current, for us to continue making our monthly payments. 

As the offer lapsed, Keep Your Home California Offer was not accepted by Wells Fargo. As we did not have the money to pay the defaulted amount, the amount kept on adding up more and more, without Wells Fargo providing any other options. But, due to financial hardship, and health concerns, and economy downfall of wife losing second job, and myself being on XXXX, we accrued financial burden with no help. 

The default amount accrued more in excess, and Wells Fargo initiated Foreclosure proceedings. We contacted the Los Angeles Department of Consumer and Business Affairs to assist us with our financial situation. On XX/XX/XXXX, XXXX XXXX assisted us filling out loan modification. However, due to his assistance, Wells Fargo did not approve for loan modification. 

We contacted XXXX XXXX XXXX to assist us legally in our matter. After year and half in litigation due to original lender being XXXX XXXX, the case was dismissed due to Wells Fargo being indemnified. 

In XX/XX/XXXX, we applied for another loan modification, however, we were denied again based on our monthly gross income of {$5300.00}. Wells Fargo sent us a letter stating we don't qualify for the HAMP Tier 1 and 2 program, and did not qualify for repayment programs. 

My sons starting to work, and started to contribute to our house income in mid XX/XX/XXXX. We applied for another loan mod with increased monthly income from my XXXX/ wife 's income and my son 's contribution of {$7000.00} to a total around $ 12-13,000. 

Wells Fargo collected all forms of financial documents from our taxes, and my son 's profit/loss income sheet along with pay stubs and continued their investigation. However, in early XX/XX/XXXX we got notification that our loan modification was denied again based on determination of gross income of {$6900.00} This is clearly erroneous on the part of Wells Fargo, given the fact that my son 's contribution payment to us is {$7000.00} alone. Wells Fargo is deliberately calculating our household income just to deny us any chance of getting out of default status. It has been over close to 4 years, and change of circumstances has changed. My wife has a second job, and my son 's have started to work and contribute to the house income. Given the fact over 4 years ago, suffering from my XXXX XXXX and now on XXXX and XXXX patient, going to XXXX 3 times a week. My family has endured tremendous amounts of stress from Wells Fargo not being understandable of our hardship, and working with us to keep our home. We are trying our best, to change our financial circumstance, and to assist in making payments, and we ask Wells Fargo to be able to make affordable accommodation with loan modification so we can start making payments of our mortgage.

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