Consumer complaint received 2020-12-23
Company: WELLS FARGO & COMPANY
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Loan Servicer : Wells Fargo Loan Investor : XXXX XXXX As of XX/XX/XXXX my mortgage was current. ( I have my statement to prove ) In the month of XXXX, I asked my loan servicer " Wells Fargo '' for assistance due to " COVID ''. Therefore, they immediately put my loan in a Forbearance for 3 months. 
( XXXX, XXXX and XXXX ) A letter dated XXXX XXXX states, the Forbearance was approved and the letter also states " all payments missed '' will go to the END of my loan. ( I have the letter to prove this ). 

I called back in the month of XXXX to ask for an extension and it was again approved for an additional 3 months ( XXXX, XXXX and XXXX ). 

On XX/XX/XXXX at XXXX ( call duration was 42 minutes ) I called Wells Fargo to discuss my account. The representative ( female ) told me that I could extend the forbearance for an additional 3 months if I needed to. Which would cover the months of ( XXXX, XXXX and XXXX ). I said, ok that would be great. I also was sure to ask her if the payments would go to the END of my loan. She stated yes, then proceeded with putting all the information in and she read the disclaimer to me : Which stated the payments would go to the END of my loan. 

I felt great, I felt like ... I'm finally getting my life back in order. 

On XX/XX/XXXX ... I come home from work to find a " Welcome Kit '' in the mail from Wells Fargo that had a letter that stated " Thanks for contacting us ''. 
I was puzzled ... the last time I spoke with Wells Fargo was on XX/XX/XXXX. 
Why was I receiving this " Welcome Kit ''? In the kit, the package had forms in there for me to complete, as if I had asked for some additional assistance. 
Why would I be asking for additional assistance, when my loan is currently under a Forbearance? 
Therefore, I called them to inquire. And instead of my call being directed to customer service after I entered my SS #. The call was automatically directed to the " Home Preservation Dept ''. Right then!!! I got so upset ... and was like OH NOOO! This means my home is in trouble. But once again, I'm so puzzled! 

I spoke to the representative and was told " Your home has not been under a Forbearance since the month of XXXX ''. I told him, yes it was. I spoke to a representative with Wells Fargo on XXXX the XXXX that took me through the process and stated I was approved. He said no, it wasn't. I said, why does my statement for the month of XXXX, XXXX state my loan payments were still suspended due to COVID. Which is the exact same language on my statement for XXXX, XXXX. ( I have copies of both statements ). He couldn't answer. 

On XXXX at XXXX I spoke to a representative by the name of " XXXX '' in which I explained the situation and told her that I was very upset, because I felt like I've been lied to by Wells Fargo . She told me that I could do a loan modification and I told her that according to another representative in the past, my investor only aloud a loan modification every 5 years. She put me on hold and stated, ok let me check on that, she returns after about 3 minutes and states " Ms. XXXX you are correct. You had a modification in XXXX  4 years ago, therefore you wouldn't be eligible again until XXXX XXXX. 
Note : This is what frustrates me about this company, their home preservation department is so uninformative. They give out the wrong information constantly and people end up losing their homes.

I went through this with about 3 representatives in the home preservation dept. Therefore, I went up the ladder to file a complaint. I did NOT complete the " Welcome Kit '' because I didn't agree. I felt like they should honor what I was told. Which was putting these payments to the end of my loan.

Furthermore, the welcome kit has 4 options : 1 ) Repayment Plan 2 ) Loan Modification 3 ) Turn Key 4 ) Foreclosure I again, felt like I should not be going through this process because I was told the payments would go to the END of my loan. 

On the date of XXXX I sent E-Mails out to Executive Officers ( XXXX XXXX, XXXX XXXX, XXXX XXXX ) and to the home preservation specialists assigned to me at that time " XXXX XXXX '' got no response. I also faxed the proof of their letters and statements. No response! 

Therefore, I went online and got the phone number for the complaint line at Wells Fargo. In which, when I called ( XXXX ) representatives were taking the complaints and stated this was the executive office. Spoke to a representative that stated she would call me back, name pronounced " XXXX ''. 

After explaining the situation, she did not help and told me to work with The home preservation department. Again, I was so upset! Because its like going in complete circles with this company. In the mean time, I'm in a terrible situation and so upset because my home is on the line and this company is acting like its nothing. 
I even told this lady " XXXX '' how I didn't trust their Home Preservation Dept. because they are very mis-informed therefore, I can not trust them. 

I called the executive office number again and had a chance to speak with a representative by the name of : XXXX XXXX Whom I feel has been the most helpful and actually showed concern. His title is : Case Specialist He looked into my case and sent me a letter dated XXXX in which I received it on XXXX. ( I have the letter ). This letter outlines my concerns and this letter admitted that on XX/XX/XXXX, I was offered an additional 3 months ( XXXX, XXXX and XXXX ). The letter states " We found you were provided inaccurate information as it relates to the number of months that the payment suspension program and/ or forbearance could be added to your account. We service your account on behalf of an investor ; therefore, we are required to abide by the guidelines and parameters they set forth. 

They admitted their mistake, but they should have to honor what they promised me. I have never dealt with my investor and not until this letter on XXXX, I didn't know who they were. This is a mistake the servicer made and this is a issue that they need to speak with the investor and somehow find a way to put the payments to the end of the loan. 

I don't have the money to make double house payments. This has caused me to not be able to sleep at night and has caused me great anxiety. I almost lost my house at the beginning of XXXX, Thank XXXX I have a beautiful family that was able to find ways to help me through that. In which, my home fell into Foreclosure because I dealt with a representative in Wells Fargo Home Preservation Dept. I came very close to losing my home! 

Your assistance in this matter will be so greatly appreciated, as I'm running out of time. Again, I did not sign or agree with signing " The Welcome Kit '' because I don't agree. However, while my home is not presently in Foreclosure. In the letters they have sent, they speak of " Foreclosure ''. 

Please help!!!!! 
XXXX XXXX Note : I'm unable to upload the documents but will be happy to fax them.

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