Consumer complaint received 2020-08-29
Company: WELLS FARGO & COMPANY
State: MS
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have contacted Wells Fargo several times about removing me off Covid-19 assistance with no success. I have talked to the following people since XXXX who have all told me that I was being helped and removed but I have still not received this letter that I have been waiting on for for weeks that Im supposed to get notarized : 1. Supervisor and Va Loan Specialist XXXX XXXX 2. XXXX XXXX 3. XXXX XXXX 4. XXXX 5. XXXX 6. XXXX 7. XXXX 8. XXXX 9. XXXX 10. XXXX 11. XXXX 12. XXXX I have been faithfully paying my mortgage on time and have made several payments after I was supposed to come off the Covid-19 assistance program in XXXX for the months of XXXX and XXXX. Wells Fargo continues extending me on this program that I have repeatedly been asked to be removed from. They have also placed me on a loan modification which I do not want. Everyone drops the ball, makes excuses for the previous person Ive talked to and tells me they have corrected things only for me to be deceived again about what is going on and still in the same place when I started this process in XXXX of being removed. 

The only reason I did the program is because I was placed on quarantine at the beginning of the pandemic and had to miss work. I was not sure how things would transpire so I joined the program to be safe. 

Wells Fargo has done the following : stopped my direct withdrawal setup of my payments without my permission before the assistance started, kept me on the covid assistance program against my will, passed me off deceptively to people who they say they are supervisors but are not, continues to misinform me of the date Im to receive the letter to get notarized, acts like they are taking me off the program and then the next person I talk to says Ive not been removed, have associates who have not been trained assisting customers and not holding themselves accountable to operate with integrity, and they have had me on recorded conversations but dont seem to keep a record as they should, as everyone is starting off new with me each time as if Ive never called. Also Wells Fargo has had me on hold on average 90 minutes to speak to a person when Ive made these calls and have their prompts set up so you go around in a circles trying to get to a person which causes you to make wrong selections, and when you finally get to a person, you talk to no less than three because they put you on hold to pass you off to someone else. I also had Associate XXXX never get me to a supervisor when I requested. I asked him three times before he finally put me on hold to contact a supervisor and then he kept me on hold so I finally hung up. 
XXXX from the executive office contacted my husband and he referred her to me and I still have yet to connect with her and its been almost three weeks since they talked. All I want to do is go back to paying my mortgage as agreed before covid assistance and the covid payments placed to the back of my loan as agreed. Thank you for any assistance you can offer

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