Consumer complaint received 2017-12-19
Company: WELLS FARGO & COMPANY
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was injured at work over a year ago and was denied workmans compensation 3 times. We have been solely living off my husbands income falling behind on everything. It hasnt been one specific thing, but too many to name that has got us back where we are now. 

We were granted a modification and I believe we remained current until XXXX and Wells Fargo is not applying half of our mortgage payment because the payment was short by {$5.00}! 

I applied for a job in XXXX and it was a long progress and luckily I surpassed each test and interview. I received and accepted a full time job offer and Ive been in an intense training period and certification exam and have completed one 40 hour work week. During that period, we received a certified letter from Wells Fargo and I contacted them stating what I stated above and not knowing what my net pay would be or my pay schedule, I asked them to be patient with us as I needed to focus on training and passing this certification exam. 

Yesterday, we received another certified letter from XXXX. I phoned them to make arrangements to repay the arrearage in a short period of time as well as remain current. As you can imagine, I was on the pbone with them for over an hour, talking to 3 different people/departments. The initial XXXX rep was too busy reading from her script and repeatedly talked over me talking which is not only rude, but they do not even hear what I am saying. 

By the time I reached the 3rd person, she offered 3 things, a loan modification, which she said we couldnt do because we just received one in XXXX, a repayment agreement giving us up to 6 months to repay the arrearage and we never got to the third one. Yes! Of course Ive been on the phone with them for over an hour to finally have them say Repayment Agreement! Now they want us to jump through hoops. The original date for the payment per the letter we received is {$5600.00} by XXXX XXXX. Even if I do not pay any other bill, I believe we will come up a little short of that amount. That means no food, my insurance for the one car we have will definitely get cancelled and we wont have any way to get to work. 

The only way XXXX will even consider my income as part of the repayment agreement, they state they need my name to be on the deed for the home. I wasnt working at the time we purchased the home, so my name is not on the deed or the mortgage. In order to comply with that, we need to hire a lawyer, pay upwards of {$500.00} that we dont have to spare, in order to have them draw up papers to put my name on the deed, then have it registered which costs another {$120.00} in order that they MAY grant a repayment agreement. AND if I hear ONE MORE TIME that XXXX does not accept partial payments, which our State 's attorney general filed and won their case against XXXX on this and it states in our modification agreement and others through XXXX you have helped us with, they have all stated XXXX does accept partial payments. 

We now have 2 solid incomes and we are more than willing to pay, but XXXX is not stopping the clock and i cant understand if it is neceasary to add me onto the deed before they can accept my income. Its going to be tough to get into an attorney 's office during each of the holiday weeks and Im not sure this is extremely necessary and to spend money we dont have that would take funds away what we are willing to repay the mortgage. 

We also are caring for our XXXX XXXX daughter who is battling 3 XXXX XXXX and other issues have not be fully diagnosed. She has been receiving XXXX XXXX services and since receiving these 3 XXXX XXXX, she has been XXXX. I cant compound that with the possibility of losing our home. Her XXXX, being hereditary, I know I am having similiar symptoms but I cant find a doctor to even properly diagnose me. We 're trying to keep it all together for her sake, but its awful to receive this news at XXXX. 

We are willing to remain current and we just need a bit more time. As the representative said, the repayment agreement would give us up to 6 months which would be perfect. 

I HATE WELLS FARGO! I can see why they are your # 1 complained about mortgage lender. 

Please help.

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