Consumer complaint received 2018-09-04
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We spoke last week Friday regarding the aforementioned case. I was served with a foreclosure summons on XX/XX/XXXX regarding my grandmothers estate. 


Just to draw out a timeline of the events leading up to present, I have supporting information/correspondences that was sent and received by Wells Fargo ( please advise if you need this information ). 

My grandmother passed away XX/XX/XXXX. I contacted Wells Fargo immediately to advise that I ( her grandson ), wanted to send over the necessary documents to note myself as an authorized third party representative of the account. I advised Wells Fargo that I wanted to assume making the payments or payoff the account completely. I faxed in the requested information to Wells Fargo in XX/XX/XXXX, after the Quit Claim Deed had been recorded with the Clerk of Courts. I also forwarded my grandmothers Last Will and Testament. 

Since submission of the requested information, I called in monthly to confirm if I had been added as an authorized 3rd party representative so I could gather more information on the account and resume payments or payoff the loan. I was repeatedly advised that Wells Fargo was still processing the paperwork and could not provide me any information on the account ( but not to worry because it was being handled and the file would not go into foreclosure while they were resolving the matter ). I received correspondence from Wells Fargo on XX/XX/XXXX stating the paperwork was still being processed ( over five months later ).

In short, seven months after receipt of the of the Quit Claim Deed and Will by Wells Fargo, they filed foreclosure proceedings. I have called in and spoken to several representatives since who have advised that I had since been noted as a authorized third party AFTER the Lis Pendens proceedings was filed. It has been verified with several representatives, on a recorded line, that the information ( the Quit Claim Deed and Will ) was received and uploaded by XXXX XXXX on XX/XX/XXXX. There is no way it should have taken seven months to authorize me as a third party representative to permit me access to the account. Furthermore, I was advised by a representative on Friday, XX/XX/XXXX, that this matter would be investigated internally because although I had no access to the account, I could have still made payment. That seemed rather redundant considering I was not privy to the monthly payment amount ( taxes, insurance, principal, interest ). When I stated the obvious, the representative XXXX XXXX stated I should have paid what I thought the mortgage would be ( that was completely unprofessional ). If I underpaid, the account would still be delinquent based on what I assumed the payment would be. 


After speaking to XXXX XXXX of Wells Fargo, he advised there would be an internal investigation into the matter as of Friday, XX/XX/XXXX and I should have a response and re-instatement figure within 24-48 hours. Unfortunately, I received another call on XX/XX/XXXX from another representative ( XXXX XXXX ) who advised that she would be investigating the matter and that she still could not provide me with a reinstatement amount and anticipated concluding her investigation by XX/XX/XXXX. 

Obviously you can understand my concern with timeframes given by Wells Fargo at this juncture. 

I was looking to re-instate the account as soon as possible. Recent correspondences I received stated that a payment must be made to resolve the account, but I spoke to several representatives that gave inconsistent information regarding a payment amount or simply stated they didnt have that amount available. Attorneys fees should have been waived completely. Receiving a correspondence from Wells Fargo apologizing for the loss of a family member while simultaneously pursuing foreclosure proceedings ( that I was served with on XX/XX/XXXX ) on my grandmothers home that has equity was a slap in the face. Especially when Wells Fargo was aware for MONTHS that this is an estate matter and dragged their feet to assign me as a third party representative. 

On XX/XX/XXXX, I paid to re-instate the loan ( including attorneys fees ) to stop foreclosure proceedings. I requested late fees, attorneys fees and additional assessments be waived which Wells Fargo denied. 

In short, I know Wells Fargo intentionally dragged their feet to assign me to the loan to foreclose on my grandmothers home. 
They were aware of the status of the loan ; ( that both parties were deceased on the mortgage ), that there was equity in the property and that my grandmother left me the Deed to the house. They were intentionally giving me an EIGHT month run around anticipating I would not have the funds to not only resolve what was owed on the loan to date but also payoff attorneys fees and late assessments on the account. If I did not have the means to pay, Wells Fargo would have foreclosed and sold my grandmothers home for more than what is currently owed and then some.

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 monetary relief