Consumer complaint received 2022-10-27
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX XXXX XXXX XXXX XXXXXXXX, I began the process of seeking a home modification loan to lower my mortgage payments and get back on track with paying my mortgage. With the advent of XXXX, my mortgage payments had been suspended, to my relief since I was also XXXX due to XXXX pandemic. Last XXXX XX/XX/XXXX, I contacted Wells Fargo about the lifting of the suspension of payments and asked what my path could be going forward. I was told I had a few more XXXX on suspension, if I needed them and then I would have to make some sort of arrangements. As I had hoped to be working by XXXX, I agreed, but had to call for home modification loan request in XXXX largely because I had not found a job yet and had taken on a roommate to help make payments. 

I started the XXXX XXXX Modification Process in XX/XX/XXXX. Since then I have been on what I call a roller coaster. My loan modification representative was changed several times without notice. The Loan Modification Rep I end up with dodged me and gave me at least XXXX different names, first she was XXXX, the she answered XXXX, XXXX and I believe XXXX. In addition, My XXXX XXXX page was not accessible to me for the XXXX of XXXX, I had to ask for a appeal because the letters and correspondence they sent me where never received. Now I received my mortgage payment every XXXX as always, but never the correspondence that was time sensitive, which I had to respond XXXX. 

I kept feeling like I was being lead on, but why? Lastly, my appeal documentation was never sent to me in XXXX. I was told it was sent on XX/XX/XXXX, and the letter was dated XX/XX/XXXX, but I never received it until I called and asked for it repeatedly, at which time is was sent to me in XXXX of XXXX, just a few days short of the deadline to respond. I responded and sent in all documentation required, yet I was told to submit it again because it wasnt correct. By the early XX/XX/XXXX, I was still submitting financial information and I requested to have all my documents sent to me electronically to my email, since I was not receiving regular mail from Wells Fargo in a timely fashion. Finally Wells Fargo said they had everything. This was around XX/XX/XXXX, I waited the customary XXXX XXXX before contacting them, but before I could contact Wells Fargo, they sent me an email stating that all my documents where received and where under review. The email said that they would be in touch soon to discuss a decision. That was on XX/XX/XXXX. 

On XX/XX/XXXX, I had not heard anything from Wells Fargo. I had been ill so I was late in my follow up. But I was told that I had been sent a decision letter on XX/XX/XXXX and that I had missed my window to respond. I asked for an appeal, I was denied it. I asked why I had not received the letter, I was told it was mailed to me. I said that I had only XXXX correspondence from them, the XX/XX/XXXX letter. Why would you send me a letter on XX/XX/XXXX saying you are reviewing my application, if XXXX already made a decision on XX/XX/XXXX? I was told that this was just the system generating an automatic email. But the email was not true and it was misleading. Since XXXX I have not been able to call and directly get my home modification representative, I have not been able to leave messages, and my calls have not been returned. I have not been sent correspondence via email, which I requested on at least XXXX occasions. When my application decision was made, before I had a chance to respond, they sent me to collections, and then to foreclosure. When I did receive the decision letter electronically, it was XX/XX/XXXX and the financial information for declining my application was incorrect. 

I was once again denied a new appeal, and passed around from number to number. XXXX XXXX no longer answers my calls they go straight to foreclosure or financial payment. I had not spoken to anyone until I got a young man on the phone who told me he was getting a lot of call for XXXX XXXX and that he was not in that department. He connected me to XXXX XXXX and gave me the correct number to contact them on. The representative in XXXX XXXX identified herself XXXX a supervisor when I asked if there was anyone else I could request my appeal from. I hade gone through their re-entry office XXXX  since if found out XX/XX/XXXX that my loan application was denied. I was and am tired of the hamster wheel. This supervisor connected me to the XXXX XXXX XXXX XXXX. They were supposed to call me to investigate my claim of false information being submitted, false information being given to me and the lack of ability to provide me with mailing procedures and how they track whether a customer received times sensitive mailings, not to mention why I was not receiving electronic mail as I had requested. 

Please help me find out what is really going on with my home loan and help me get an appeal so that my accurate financial information is reported to underwriters ( if it ever was reported in the first place ), and I can keep my home and resume XXXX payments. 

I spoke with them XXXX and was told that my home had no sale dateI dont believe them. 

Thank you.

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