Consumer complaint received 2020-11-06
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XXXX, my mortgage was placed on XXXX forbearance. On XX/XX/XXXX, When I realized that the payments that I had in forbearance would not automatically Be placed at the end of my loan, I called the home preservation department at Wells Fargo. 
I was told that I could continue with the forbearance, and when I was ready to come out a forbearance, I could apply for a XXXX partial claim, which is a separate, 0 % interest loan from the FHA that needed to be paid at the end of my mortgage, when I refinance, or when I pay off my mortgage. I verified with the FHA that as long as I was current with my mortgage at the time I went in forbearance, And that the house was my primary residence, which it is, that I would automatically qualify. 
On XX/XX/XXXX, I filed for a partial claim with Wells Fargo. I was told in that call that my loan was currently in forbearance, and that I was current with my mortgage when I went into forbearance, and that I would receive a call from a notary in the next 10 days to sign the paperwork. 
On XX/XX/XXXX, I received a call from Wells Fargo telling me that I did not qualify for the partial claim. They could not tell me why I did not Qualify, and said they would call me back later that afternoon. When they did not call me back, I called them back, and was told by another representative that I did qualify, but they just made a mistake in the way they handle things on the XXXX, and that they had set me up for the partial claim, and that I would receive an email within 24 hours telling me sell. I never received any such email. 
On XX/XX/XXXX, I Called home preservation again, and was told that I didnt qualify for the partial claim because my loan was no longer in forbearance. They said I was automatically taken off forebarence on XX/XX/XXXX. They then connected me to the executive office complaint line where I spoke with a gentleman by the name of XXXX XXXX. XXXX opened up a complaint for me, My complaint was in reference to the fact that on both times when I called to file my partial claim that I was told that I was currently in forbearance, and qualified. I also complained that I was taken off of forbearance without any notice. He set the expectation that I would receive a call in 48 hours from someone assigned to me who would have spent that time researching my complaint, and would help me.

48 hours went by and I had not received a call back. I spoke with several different people trying to get my case manager. When I spoke with my case manager, I was told that I needed to speak to home preservation, and that there was nothing she could do for me, and that it was not her job to research the calls I had made to find out whether Wells Fargo had made a mistake. I asked her to transfer me to her manager, who told me that I would hear from someone in 10 days. I explained that I was concerned about the status of my mortgage, and that if I was not in forbearance that my credit was being affected, and she could not give me any Information on the status of my mortgage. I then went online, and saw that my mortgage seems to be current, and still in forbearance.

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