Consumer complaint received 2018-03-05
Company: WELLS FARGO & COMPANY
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I took out a mortgage with Wells Fargo on or about XX/XX/XXXX. The amount financed was originally for {$160000.00}, at the rate of 4 % and the monthly payment was to be {$1100.00}. Since then, we have had some financial difficulties and I have had 2 loan modifications. As of the date of XX/XX/XXXX, my payments are currently ( roughly ) {$1200.00} and my current balance due on the loan is {$180000.00}. I am currently 5 months behind. I have tried working with Wells Fargo, providing them with all of the information that they requested, but I was told the only thing that I qualified for was a short sale. I do not want to sell my home, I want to keep it. When filing the requested paperwork this time, they requested that my fianc sign a non-borrower contribution form. She did so, as she had in the past, then they said that they sent the wrong form to her. They sent another form and there were two differences on it. The new form said USDA and they wanted access to her credit report. We didn't understand why they needed access to her credit report, when she's not on the mortgage. We called and asked why they wanted access to her credit report and no one would explain why. The specialist we were working with actually snapped at her saying that they were trying to complete the process and she was holding it up ( she had her phone on speaker phone so I could hear the conversation ). The specialist is named XXXX XXXX and when we called again, he tried to tell us that by accessing her credit report, that would help the underwriter to better understand her income and expenses. The only thing that a credit report shows, is a person 's credit history, not their monthly expenses! She called many times trying to get an accurate explanation as to why they needed her credit history, but we never got an answer. She signed the form, but noted that she felt she was being forced to sign it in order for them to come to a decision. They sent a paper explaining that I didn't qualify for anything but a short sale because of my income and they gave two different amounts of what they were basing my income of. We filed an appeal, stating that even though my fianc signed the form, they did not include her income and they didn't value the house correctly. When she called to tell them that we were filing an appeal and why, we were told that they were not going to accept an appeal unless we provided " new '', additional information. She was specifically told that they wouldn't even consider an appeal without new information. ( We recorded the conversation. ) She told them that we were working with a HUD certified housing counselor from the Regulatory Agency from the State of Maine and we were advised to file a complaint at the ConsumerFinance.gov website. At that point the specialist stated that the underwriters would look at everything again when they received the appeal. I would also like to state that a man showed up at our house, when I was at work and knocked on the front door. My fiance was at home with a friend, the friend opened the door and the man did not identify who he was, he just started asking questions. He went back to his truck, which had a large dog in it and started taking pictures. My fiance didn't know who he was, so she started taking pictures of his license plate. When he saw her taking pictures of his truck, he immediately started backing up to turn around and leave. His behavior and not knowing who he was, scared my fiance enough to call the local police. The police showed up, looked at the live pictures that my fiance had taken, then left to try to find the man. We eventually found out that it was a rep for Wells Fargo.

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