Consumer complaint received 2017-07-21
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I bought my house on XX/XX/XXXX. I received earned income and XXXX for my daughter who has XXXX. Eventually, the beginning of XXXX, my daughter stopped receiving XXXX, due to the fact, social security determined that my daughter was no longer XXXX. I filed for a loan modification in XX/XX/XXXX ; because I was unable to pay my mortgage payments. I got approved for the loan modification in XX/XX/XXXX. I started making the new mortgage payment of XXXX starting XX/XX/XXXX. By XXXX, I had to pay XXXX. I felt that this shouldnt even been considered a loan modification or I shouldnt have been held accountable for this modification because I only got honored for that payment for a month. The payment I got approved for was reasonable and I could afford it. At the time, I didnt know if I was able to do anything about the change. I did call Wellsfargo about the situation ; the representative I spoke too said it was nothing I could do nor nothing Wellsfargo could do. I continued to make my payments but struggling to make the new mortgage payments.XX/XX/XXXX, my mortgage changed to XXXX ; I believe it was property taxes. In XX/XX/XXXX, my engine went out. My aunt wired me money to help get my engine fixed and to help me with a rental so I could get to and from work, get my children to and from daycare, appointments, and extracurricular activities that there isnt a bus line out by my house. In XX/XX/XXXX, my vehicle was fixed partially of what I could afford just to get me to and from where I need to go. I was also short for the rental and to come up with the remaining balance for the rental car. Also, in XX/XX/XXXX, the father of my oldest child had got XXXX and I was grieving about this situation and comforting my daughter not even knowing how to deal with such a tragic situation. I was out of work for about a week without pay. Therefore, I did the best that I could to make ends meet while I was out of work. I signed up to get some assistance through the government to help pay my mortgage for the month of XXXX. I got approved for {$300.00} and I had to pay the difference of the mortgage which would be {$450.00} before they would issue me the voucher. I did my part by showing proof that I made the payment of {$450.00} and received the voucher. The {$450.00} I mailed in went into unapplied funds until the remanding balance of the mortgage from the job and family service would make a full mortgage payment. I had to sign the voucher and mail it to Wellsfargo for them to sign their part and to return the voucher in a self-addressed envelope. I called Wellsfargo just to inform them that they would be receiving a voucher, that they need to sign it and return the voucher to receive the finds for my mortgage. A couple of weeks went by and the caseworker through Job and Family Services mailed me a letter stated that they would have to void they voucher if the voucher wasnt returned by certain time. Immediately, I called Wellsfargo to get information on the voucher. The representative said it didnt show that they had received the voucher. I informed the representative that I had mailed the voucher a couple of weeks prior to me contacting them. The representative then gave me information to address the envelope to the correspondence resolution team and to write on separate sheet of paper exactly what I need this department to do when they receive the voucher. Immediately, I contacted the case worker at Job and Family services to inform them about the situation of the voucher being misplaced and if they could issue me another voucher. The case worker got it approved through her supervisor to reissue me a voucher. I picked up the second voucher and did exactly what the representative told me to do. They did receive the voucher but didnt send the voucher to the correct location. Not to mention, getting another late fee for their mistake. It took this process 5 months just to sign the voucher and mail it back to job and family services. In XX/XX/XXXX, I received my income taxes I paid most of my debt off including paying my family members back, payday loans, credit cards, and catching up on my mortgage. After, I took care of most of my debt ; I felt I couldnt afford the mortgage payment that I was tired of struggling. Therefore, I filed for another loan modification in XXXX and called neighborhood housing partnership to help me with the process. In addition, my water heater went out and flooded the hallway and one of my childrens bedrooms. I had to pay the deductible for the plumber to come to fix replace the water heater and pay for things that werent covered through the warranty company. Also, I had to pay for the water to be cleaned up put the carpet and to be cleaned. Neighborhood Partnership Housing sent the loan modification into Wellsfargo in XX/XX/XXXX. I got denied the repayment plan because based on the documentation that I provided, they were unable to create an affordable mortgage payment that still meets my requirements of the program. They tried the loan modification which I denied this program because based on the documents that I provided ; they were unable to create an affordable mortgage payment that still meets the requirements of the program. Finally, they did the Mortgage Recovery Advance, which I got denied for this as well because based on the documentation I provided my current financial situation shows that my monthly housing expenses along with other debt exceeds 55 % of my monthly income. So, I turned my daughters prepaid cell phone trying to meet the requirements to hopefully get approved for one of the programs. I still got denied after I filed for an appeal for me not being able to afford a modified payment, having a loan modification with the last 5 years, and payments being more than 31 % of my income. In XX/XX/XXXX, I was trying to figure out what other alternatives I had so I wouldnt lose my home. I looked at my account realized that Wellsfargo had received the funding from Job and Family Services in XX/XX/XXXX, they had the funds in unapplied funds, but put the funds into my escrow account without consulting me. I felt since I was already behind on my mortgage the money could have been used to make a full payment to pay towards the past due balance. I called Wellsfargo about the situation to figure out what other options or resources I could use to help me get my mortgage back on track. I called the number they gave me to contact them. I informed the representative what my situation was, then to be told that they couldnt help me it was the wrong department ; they transferred me to a different department who could handle the situation. Again, I informed the representative the same thing about my situation and then that department told that I wasnt in the correct department and the representative transferred me to another department. At this point, I was frustrated and a bit agitated because of me being transferred to all these departments but still no one could help me. Now, I am speaking to a representative in the collection department to inform them about my situation ; again, they said I was in the wrong department and wanted to transfer me to the previous department they had just transferred me to them ; not to mention, I gave them the number that they were trying to transfer me too, so they would believe me that it was same department that I had just got off the phone with. At this point, I wanted to speak to a supervisor or a manager to try to assist me with this matter, of course they were closed. Therefore, I just wanted to get off the phone because no one could answer none of my questions or even help me at all with my situations. I went to speak to the case worker at Neighborhood Partnership Housing. She looked at the denied modification and she asked for the money that was put into my escrow account to be transferred back into unapplied funding so I could use these funds to make a full payment to help towards my past due balance. I feel this whole matter could have been avoided at the beginning of the loan modification process because when I informed the first home preservation specialist that I had a loan modification a couple years ago ; she checked my information and still said I qualified to sign up for another loan modification and we could move on with the process. If she would of did her research and seen that I had a private loan and that I was unable to do a loan modification in the beginning ; she could have informed me then that I didnt qualify under those guidelines and I wouldnt have been so behind of my mortgage. It would have been a lot easier to get help on 1 to 3 months behind on my mortgage compared to 5 months behind and trying to collect the money before Wellsfargo issued out a foreclosure letter. In addition, that there isnt very many resources to help homeowners with their mortgage but I would have had a better change if she would have informed me at the beginning that I didnt qualify for modification.

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