Consumer complaint received 2019-01-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am Submitting this complaint to CFPB because I believe I got caught up in the Wells Fargo mortgage Scam. I am looking for some financial restitution for the unfair practice and financial hardship to pay the amortized amount over 5 years to keep my home. 

XX/XX/XXXX I was accepted into a forbearance program thru XXXX XXXX I was told that if I could not find work XXXX would assist me with a loan modification and a permanent government reduction and that the balance of the lower payments would be added to the back end of my loan. 

I was on the forbearance program for 1 year, XX/XX/XXXX I was informed that my forbearance program had come to an end and I needed to apply thru HAMP for assistance with the loan modification and reduction of my mortgage. 

During this time was told I needed to make my full mortgage payment of {$3600.00} which I did. 

In XX/XX/XXXX when I called to make my XX/XX/XXXX payment, I was told by a collections manager XXXX XXXX she rudely informed that my entire debt was due, and I needed to pay approximately {$10000.00} to make up past due and late fees payments I was told this was due XX/XX/XXXX and this would make my loan current. 

I called to make my payment on XX/XX/XXXX and was referred to XXXX in Collections and was told that the total due to make my loan current would be {$29000.00} I did not have the entire amount so she said I would have until XX/XX/XXXX to make this payment. I asked if she was making notes and updating the information in my account as I didnt want to have another miscommunication as I did with XXXX XXXX XXXX assured me that the phone call was being recorded and she had put the detailed noted into my file. 

When I call on XX/XX/XXXX to make my payment, I was referred to XXXX in Collections he informed that they had the total of {$29000.00} but that that offer was only good for XX/XX/XXXX the day I spoke to XXXX. He then told me the new total was {$33000.00} to make my loan current, on XX/XX/XXXX because of the increase he said he spoke with 3 different managers and that I would have until the end of XX/XX/XXXX to make this payment he also informed that the phone call was being recorded and he was making detailed notes. He said that with a payment of that size I would need to walk into the bank to make sure that the money was not coming from overseas or foreign money, I thought this was strange but agreed that I would walk into my local branch and make the payment XX/XX/XXXX I walked into my local Wells Fargo to make my payment and the teller was having trouble she made a phone call I was put on the phone with a XXXX XXXX who rudely informed me that XXXX had no business telling me that I could make the payment the offer was only good on XX/XX/XXXX and would not accept my payment. I was also told I could request the transcripts from my conversations with everyone at the Collections Department at Wells Fargo. 

XX/XX/XXXX, I faxed a fraudulent activities letter to Wells Fargo to the collections department, requesting the transcripts for my phone conversations, to show the trail of conversations and requirements they were asking of me. XX/XX/XXXX, I received a response and the claimed that after a review of my complaint they decided that it was just a miscommunication with their collections department. I believed that these people were well trained to string me along with these elaborate stories and raising the total then denied taking my payments, never any intentions of taking my money, they wanted my house. 

During this time, I applied for several loan modifications, government assistance thru HAMP engaged XXXX to advocate for me and continually was denied any assistance from Wells Fargo they devalued my homes worth said I was underwater as to deny doing a loan modification. I was clearly caught up in their shell game of moving the goals for me to get my loan current. I was sent a lot of confusing paperwork, some saying they had not received all of my paper work or that my loan was current then telling me that they hadnt received 8 payments. I was given thru XXXX a home preservations specialist XXXX XXXX, and then when I started dealing with Wells Fargo it was XXXX XXXX who as assigned to me, but it seemed like he was not willing to recognize that I had worked with him while at XXXX. 

It is clear to me that the shady business practices that Wells Fargo was using was simply that they wanted my home, they started foreclosure proceedings, I in turn hired a lawyer and had to file a BKXXXX and after my debt was amortized over 5 years I paid them {$77000.00} To Wells Fargo {$6000.00} in Trustee payments {$10000.00} in attorney fees and an unbelievable amount of stress, none of this money was put towards my mortgage, when offered a total sum of {$50000.00} Wells Fargo said no to this settlement, they wanted my house and it seems they were willing to string me along with stories of payments paperwork and no intention of taking my money. 

I paid my BKXXXX  and Wells Fargo di an inquiry into my complaint, but still using the same shady process never asking me what happened or my side of the story, so of course they found no wrong doing on their part. 

I believe had they taken my {$10000.00} in XX/XX/XXXX and followed thru on the terms given to me for the forbearance program, loan modifications this could have been avoided. They wanted my home and were willing to do whatever to get it. 
in hind sight I would have never signed up for the program and trusted that Wells Fargo had good intentions to help me keep my home. 
I have attached a time line with supporting documents to go along with my claim. Please let me know if there is any restitution for this claim. 



Following is the Time Line for my complaint on XXXX/Wells Fargo Bank which I believe entered into fraudulent activity which caused me to enter into a BKXXXX so I could avoid foreclosure on my home. 

1. XX/XX/XXXX ( see attached Doc 1, 1a, 1b ) I was accepted into a forbearance program with Wachovia Bank after losing my job. 
I was told that if I could not find work, they would assist me with a loan modification and permanent government reduction. I was also advised that the balance from my lower payments would then be put onto the back end of my loan after the permanent government reduction and modification. Had I known that they would be engaging in these fraudulent practices I would have never entered into the forbearance program. 

2. XX/XX/XXXX ( See attached Doc 2, 2a ) I was approved for an unsolicited 3-month extension on my forbearance Program which was paid per requirements on time. 

3. XX/XX/XXXX ( See attached Doc 3, 3a, 3b, 3c ) I was approved for an unsolicited 3 moth extension on my forbearance program which was paid per the requirements on time. 

4. XX/XX/XXXX ( See attached Doc 4, 4a ) I was then advised to apply for assistance thru the HAMP program which I did. ( XXXX XXXX was my home preservation Specialist ) 5. XXXX XXXX, XXXX ( See Attached Doc.5 ) I was informed by XXXX XXXX that all of my paperwork needed to be in by XX/XX/XXXX 6. XX/XX/XXXX ( See attached Doc. 6, 6a ) I  was advised by XXXX that I was being denied a new loan under the HAMP program because my monthly income would require changing the terms of my loan. 

7. XX/XX/XXXX ( See Attached Doc 7, 7a ) I received notification from XXXX XXXX that my loan thru the mortgage assistance program had been completed and was in good standing. 

Page 2 8. XX/XX/XXXX I called to make my mortgage payment I was informed that the forbearance program had ended and now my Loan was going to be serviced by Wells Fargo and I needed to make the full payment of {$3600.00} which I did. 

9. XX/XX/XXXX I was informed they would no longer accept my full mortgage payment of {$3600.00} and XX/XX/XXXX ( See Attached Doc 8, 8a, 8b ) I  was advised by XXXX that they had not received the 8 last payments from XX/XX/XXXX and that my loan was in default and I owed {$31000.00} There was no mention of working with me to put the balance onto the back end of the loan and Wells Fargo was not really recognizing the forbearance program XX/XX/XXXX I called Wells Fargo to make my payment and was referred to the collections department to a woman named XXXX which we spent a long time updating my information and putting notes into my file she quoted me a total of {$29000.00} to be paid by XX/XX/XXXX I asked if she was documenting the conversation, she assured me that she was. 

11. XX/XX/XXXX I called Wells Fargo to make the payment of {$29000.00} per my conversation with XXXX 6 days prior. I was informed by a manage XXXX XXXX in a very abrupt manner that that offer was only good on the date of XX/XX/XXXX and they could find no notes or recorded information from XXXX on the date of payment of XX/XX/XXXX.  I was turned over to another collections agent XXXX. 

12. XX/XX/XXXX Speaking with this collections agent XXXX I was  given the figure of {$33000.00} and was told after XXXX spoke with 3 managers during our conversation that I had until the end of XX/XX/XXXX to  make this payment, to ensure that there was no miscommunication XXXX informed me he was recording the conversation and that he was putting all of the notes into my file. 

13. XX/XX/XXXX I was told at this time by XXXX that a payment of that size needed to be walked into the bank as to ensure that it was not money coming from overseas. I walked into the local Branch of Wells  Fargo to make my payment of {$33.00}, XXXX and the teller was unable to process the payment. 
She then put me on the phone with XXXX XXXX and he also would not accept my payment as the offer was only good on XX/XX/XXXX XXXX XXXX was extremely rude and demeaning while he informed me that XXXX should have never told me I had until the end of the month. He also informed me that I could request the recorded conversation with him and my previous contacts XXXX XXXX, XXXX and XXXX. 
Page 3 14. XX/XX/XXXX ( See Attached Doc 9, 9a, ) I filed a fraudulent activities complaint letter to Wells Fargo Collections Department I requested transcripts of the recorded conversations with the 4 agents I  spoke with that all seemed to give mis information. 

15. XX/XX/XXXX ( See attached Doc 10, 10a ) I received a response from Wells Fargo and after a review they decided that there was miscommunication with their collections department, and I would not receive transcripts for the conversations and referred to the reinstatement quotes dated XX/XX/XXXX XXXX and XX/XX/XXXX 16. XX/XX/XXXX I hired an Attorney as Wells Fargo was not offering any assistance, giving me wrong information shifting around paperwork and engaging in fraudulent activities as they just wanted my house. I started receiving Foreclosure notices and had people coming to my house for the auction. Once a month my attorney had to delay the auction. It seems that this was their practice during the crash taking advantage of people and not working with them at all. 

17. XX/XX/XXXX ( See attached Doc 11, 11a, 11b, 11c ) my attorney filed a quiet title inquiry and it seems that Wells Fargo did not follow the proper process to constitute a true trust sale. 

18. XX/XX/XXXX See attached Doc 11D ) I engaged XXXX to assist me with trying to get a loan modification but was again denied by Wells Fargo as they devalued my house so that it was underwater again no help from Wells Fargo bank. 

19. XX/XX/XXXX ( See attached Doc 12 ) My attorney received the XXXX XXXX XXXX ( division of Wells Fargo ) paperwork showing the payment schedule and final totals to avoid foreclosure {$76000.00} including late fees for the months they would not accept my payments 20. XX/XX/XXXX ( See attached Doc 13, 13a ) I received a letter from XXXX XXXX stating that they had not received any documentation to see if I was eligible for mortgage assistance and they were proceeding to foreclosure 21. XX/XX/XXXX the plan Confirmed on XX/XX/XXXX My attorney filed a Chapter XXXX case which was completed XX/XX/XXXX 22. XX/XX/XXXX Notice of BK XXXX completion

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