Consumer complaint received 2023-11-14
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
While attempting to make payment arrangements and or modify the Home line of credit before a foreclosure was initiated, Wells Fargo representatives stated the loan was in foreclosure with no sale date and would not except payments. 
Dates times and length of a few calls over the past year. 
XX/XX/XXXX, XXXX calls XXXX XXXX XXXX sec XXXX refused to accept a payment. Transferred to XXXX. XXXX also states the loan is in foreclosure ( no record of this with the local jurisdiction, XXXX XXXX Colorado. XXXX states only the full behind amount will be accepted. XXXX then proceeds to mute the call and then disconnect the call. 
XXXX. XXXX XXXX. 
XXXX. Then XXXX. XXXX comes on the line and then disconnects. ( a total of 7 calls were made this day. At no time did any representative mention a problem with the phone lines etc. even when told of the disconnected calls earlier ). This tactic will be shown used during a later attempt to manage the debt and behind payments months later trying to enroll in a payment plan/modification. 
XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX team. XXXX comes on the line again. Did not accept the attempt to make a payment. 

XX/XX/XXXX, XXXX XXXX XXXX At the XXXX XXXX mark, XXXX XXXX the loan is in " although, there is not a scheduled for sale date. 
Did not accept a payment. In the call, the representative XXXX would not disclose what criteria will be used to make the decision for the loan modification, income change amounts, refused to define " affordability " whether d/I ratio etc. It was asked how the consumer knows if the criteria is discriminating or not. 




A regular payment was made on XX/XX/XXXX, XXXX in the amount of {$900.00} all while the scare tactic of using the term foreclosure when wells Fargo had no foreclosure initiated for this account. 

XX/XX/XXXX, XXXX An attempt to make payment arrangements, inquire about the sudden Foreclosure process initiated and why. Attempt to verify correct contact information. 

XXXX mst XXXX XXXX up after XXXX minutes XXXX I asked to verify mailing address and contact information and when changed if a change was made. Call was disconnected. 


XXXX XXXX XXXX Quote " we usually don't hang up on people. Mailing address for this account was confirmed as XXXX XXXX XXXX, XXXX CO XXXX Wells Fargo stopped sending statements in the mail and deleted the account from the the app. ( see attached screenshot ) *the mortgage that was wrongfully foreclosed on ( next complaint ) is still shown in the app. 

Wells Fargo and it's representatives, deceived and intimidated the customer by stating the loan was in foreclosure during the months of XXXX, XXXX, XXXX, XXXX, XXXX, while the loan was not in foreclosure. Wells Fargo is in violation of the agreement by not sending monthly statements and removing access to the loan in the wells Fargo application. Wells Fargo through its agents are involved in delay tactics and voiding people access to loan modification products by making it extremely difficult to reach the correct departments and at times denying access to the departments- Example- XX/XX/XXXX, XXXX XXXXXXXX XXXX XXXXXXXX and XXXX. 

XX/XX/XXXX, XXXX XXXXXXXX XXXX  The XXXX office ( XXXX XXXX XXXX ) has been asked to provide the confirmation date and time that the information regarding a loan modification was submitted via fax under the direction of case XXXX XXXX XXXX XXXX Successful fax confirmation forms have been submitted to Well Fargo through Fax and email showing the information was successfully sent. The loan modification has been removed and delay tactics are currently being used. 
XXXX was asked to pause the foreclosure, postpone the foreclosure while the information was being looked at. 

There is more information to be added regarding many phone calls, dates, times, names, and content that pertains to this matter and other behaviors by Wells Fargo through its representatives. 


Transcripts are available to locate date and time for reference when inquiring for Wells Fargo internal call records.

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