Consumer complaint received 2022-01-12
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Around XX/XX/XXXX XXXX deferred my mortgage payments during COVID after speaking with my previous VA representative. I extended the deferment until around XX/XX/XXXX. My VA rep had told me to request a loan modification, so I call Wells Fargo to begin the process before the deferment ended. I explained to the WF rep that I needed my payments lowered due to my home insurance and my property taxes both going up during the previous year. I did not hear from anyone for several weeks, when I did get a phone call it was from XXXX, a WF employee. The voicemails were the same ( see attached ), telling me my loan was still with an underwriter and to call if I had any questions or comments. I did not call because I had neither. Finally, in XXXX, XXXX XXXX left a msg. for me to call her, I did within about 24 hrs. XXXX informed me my mtg. was going to be about {$20.00} higher than before, I explained again that I needed it lowered, not raised. When I spoke to the VA I had a new rep who told me I did not have to accept the offer and that there were a couple of other options as well. During this time, I received emails from WF stating that my payments would be quite a bit higher ( totally different # than what XXXX had stated ). When I pointed this out to XXXX, he told me he would check on it. I received another call from XXXX telling me to forget what she had said previously, and she then read off the new details which were the same as the emails I had received. I told her each time that this was not acceptable, and she told me I didn't have a choice, it was up to the underwriter 's discretion. When I spoke to XXXX, he stated that he had been told by WF that they had reached out to me several times and I didn't call them back, which was not the case. When I asked XXXX about it she stated that the information was not true. I have not signed any paperwork and have not reached out to her again since she previously had been no help and totally ignored my displeasure. I do not want to lose my home and I know I can not afford the inflated payments. I even told XXXX I could pay on my escrow to lower that and she told me no. I spoke to XXXX a few days ago and he said that WF can take my home if I do not sign the paperwork and that he actually has no recourse at all, that he only emailed back and forth and had not spoken to anyone by phone. Please contact me as I am at my wit 's end. Thank you. I have screenshots of the VMs left by XXXX and the emails that were sent. 

Please know that I am currently on XXXX XXXX XXXX. I fell at my job XXXX XXXX and was laid off XXXX XXXX. I am a XXXX by trade and love what I do, due to the XXXX XXXX XXXX physicians and bad advice from my attorney I have little to no use of my XXXX XXXX and may not be able to work. My financial situation is due to the issues I have had with all of this. They would be happy to put me on XXXX, but I prefer to work, I am currently fighting that battle as well.

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