Consumer complaint received 2018-12-19
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Wells Fargo Home Mortgage refused to complete a basic form needed for a social services agency who received Federal Funds in ( XXXX XXXX ) to assist persons in my county such as myself who were impacted by Hurricane Harvey ( Natural Disaster ) in XXXX with catching up outstanding mortgage balances. I was contacted by my county to aid me with delinquent balances. Wells Fargo Home Mortgage sent a XXXX form as the entity requested with all the required information ; but alleges that they did not like the legal verbiage on the form submitted. However there was nothing binding ( legally ) that would put them at risk. Please note the entity only asked for my name, address, account balance past due and monthly mortgage payment, fax number which I gave Wells Fargo Home Mortgage explicit permission to provide to aid with the processing of payment. In addition to a signature of some type from a bank representative. They also are contradicting themselves. I have proof where they started the document ; but allege its against policy to give the information out and they would not complete the form after the fact. Wells Fargo although they have been gracious in granting me forbearances which I do appreciate in the past due to hardships. They have now intentionally not completed the document in which monies would have been guaranteed to aid in the arrearages ( back balance ) to aid in mortgage assistance. The decline ( refusal ) to complete the form was done intentionally in order that the balance would be so high that it would exceed the FHA limit for further forbearances and other possible programs which could have aided. Now my home is in risk of going into Foreclosure because I literally do not have {$14000.00} they are now requesting to bring the balance current. These tactics are being done intentionally to force people out of their homes and/or do short sales. Wells Fargo Home Preservation Team would not support the request in any many manners which is handled by the Escalation Group. I have now been declined for further grace periods which I have appealed ( pending response ) because this matter had not been addressed or resolved. In addition to the contradictions of providing the XXXX, starting on the required form ( incompletely ) and then only saying 'after the fact '' we cant do it for you shows breaches of policy, misinformation. They allege the verbiage was not acceptable, but do not clearly define how this would be a legal matter. I was told by the social services entity Wells Fargo Home Mortgage has done this repeatedly to clients of theirs who needed assistance and they could not help them due to the lack of cooperation. They state other banks graciously provide mortgage data without any reservations in order that persons can be helped and they can receive money on the accounts. Many persons have been evicted from their homes due to Wells Fargo deliberate and intentional tactics to induce preventable foreclosures by not accepting monies. This is a constant pattern and they never cooperate with persons who have the funds to aid in past due payments. I have submitted to letters in the past ( 2 )  months about this matter -- NO RESOLVE TO DATE, however they are preparing to start Foreclosure if I do not come up with money, but yet they have not addressed the preexisting conditions they created to how I got to this point which could have perhaps aided in not getting a decline and possibly putting me in active foreclosure status All of this could have been resolved had they completed the form and allowed the entity to pay whether the full amount past due or even a portion.

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