Consumer complaint received 2020-10-09
Company: WELLS FARGO & COMPANY
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My mortgage is with Wells Fargo. WFHM offered a forbearance on my loan due to COVID 19 that is supposed to be extendable in 3 month increments as needed for up to12 months under the CARES Act. The original period covered the XXXX, XXXX and XX/XX/2020 payments. The first 3 month extension covered XXXX, XXXX and XXXX payments. The current and 2nd 3 month extension would cover XXXX, XXXX and XX/XX/2020. There is one addtiional 3 month period that can be requested that would cover XXXX, XXXX and XX/XX/2020. 

LONG STORY SHORT : The forbearance extension is supposed to be readily available as an option, and does apply to this mortgage, which was verified in detail when the 1st extension was placed. Depsite over a dozen request over a 3+ week period, I still have not received correspondence verifying if the second 3 month extension is approved. No letters. No verification calls. No updates to the website ( which application link has been broken several times ).

Instead, I am treated to myriad of excuses and stall tactics such as : > you have to apply again > we need to do a review to make sure you are eligible > we need additional time to complete a review of options for your loan/investor > we are just overwhelmed by COVID and so many other BS time-stalling stress-causing excuses. I have made direct requests on line through the portal, sometimes
being directed to call in and sometimes not. I have spent countless hours on hold and dealing with WFHM staff who require that I repeat all of the information that I have submitted. I have escalated within the company, even having had multiple discussions with WFHM executive offices including phone bank members of the Executive Vice President, Despite all of these efforts, I am still no closer to finding out when the forbearance extension will be issued.

The correspondences I have received are all consistent with " ask and you shall receive '' and/or repeat the same generic information that I still need to apply ( again which I have done so so many times  since mid XXXX ). 

TODAY is XX/XX/2020, which is 1/3 of through the month of XXXX, and I can't even get basic directives as to if and when the forbearance will be approved ... WHICH IS XXXX!! If I am to resume payments, which I would do if the fallout of COVID were not still ongoing and I could expect my income to recover, but that is not the case. It is not right that I am left hanging. It is not right that I am getting conflicting information. Etc.

WHAT NEEDS TO HAPPEN TO GET THIS RESOLVED??? WFHM needs to simply approve the extension AND make sure that the next round is drama free.

If I do not get satisfaction, I am ready to reach out to my elected officials and consumer media to draw attention to the cat and mouse game that Wells Farge is playing. They are toying with my  mortgage, my finances and my peace of mind. I know I am not alone, but this XXXX HAS TO STOP!! 

Please help me extend the forbearance now, with no ambiguity, this round and next ( if that is necessary ). Make them be responsible or find someone who can make things happen. 

I NEED THE FORBEARANCE APPROVAL NOW!! 

XXXX XXXX XXXX

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