Consumer complaint received 2021-06-25
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Complaint for violation of XXXX XXXX Bill of Rights XXXX which states single point of contact. For last 4 years I have had multiple and multiple representative work on my XXXX XXXXn and service my account. HUD XXXX has encounter same problem for last 4 years. Every time documents have been sent representative contact both of us. Entire document has been received by Wells Fargo Bank. I have received email stating entire document received and no documents needed. Its further states decision will be made soon. 

Next, I received documents in the mail asking for additional documents and for last 4 years no decision has been made. This has been story for last 4 years as well as since XXXX. In XXXX I attended XXXX work shop I provide entire documents for loan modification. I was informed only bank statement is left over and then loan will be modified. I provided bank statement loan has not been modified. 
As of XX/XX/XXXX, loan has not been modified it past 4 years now since I retained HUD XXXX. HUD XXXX keep faxing documents and we keep getting same response. 

Several phone calls were made for few years from HUD XXXX office, and we spoke the XXXX about this, and loan has no been modified. 

I wrote to board office couple of times and finally representative called me. She told she will the point of contact. She wrote response to me which was not correct. I send another request for not provide correct information me and information provided to me was wrong. I received response form new representative stating she will the point of and will send response. After that I received written response from which was again not corrected. I was again stated she will be the point of contact. 
I send another fax stating information were not correct new staff called and send another response. After receiving written response which again was not correct, I send another fax. I received another response and wrote response that was again not correct another new representative. I received phone call from Wells Fargo Bank on XX/XX/XXXX form XXXX XXXX to inform me another new representative will response my concern named XXXX XXXX. I was further informed I should get response by XX/XX/XXXX. Its XX/XX/XXXXXXXX XXXXover month I received no recompose from new representative. 

California legislature passed bill a single point of contact from entire mortgage company including Wells Fargo Bank. 
Wells Fargo Bank had been violating for many years and has over close XXXX agents dealing with me and last few years over XXXX of them. 
The only reason I assume Wells Fargo Bank is doing this for me not keep track records of agents I deal with and its he said I said. 

Every time received written response after I wrote to board office most the information were wrong and I wrote back to Wells Fargo Bank. I get inaccurate information on my response information are not correct new rep response. 

XXXX XXXX XXXX become single of point of contact b. After XXXX XXXX d. After her XXXX XXXX XXXX XXXX XXXX All and entire a to e change in less than 2 months. 

After my last response from XXXX XXXX I write back to Wells Fargo Bank stating information provide was false. 

I received phone call form XXXX XXXX who stated to me new point of contact has been assigned to resolve issues. New point of contact was XXXX XXXX, and I should get full response by XX/XX/XXXX. It is now XX/XX/XXXX, I have not received any response. Attached is my response all my response. 

VIOLATION FEDERAL PRIVACY LAWS Wells Fargo Bank violated our right by changing our address to XXXX XXXX XXXX, XXXX XXXX, CA WE HAVE NEVER CHANGED OUR ADDRESS SINCE XXXX AND WE MADE NO REQUEST WITH POST TO CHANGE OUR ADDRESS. 

For past many, many years Wells Fargo Bank with many litigation 's past years and many discovery no reason was why address was changed., Around XXXX we open checking account unfortunately person who opened the account she knew us and asked about strange address and she changed our address to XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX. 

Wells Fargo Bank after changing address continued sending our personal information to stranger, strange address we have never live since we came XXXX XXXX. Documents that were mailed mortgage statement that included our personal information. Documents that were mailed loan modification that had our personal information such as social security number so on. 

After multiple and multiple requests to answer why our address was change it was futile. Wells Fargo Bank refused to explain why our address changed. 

After we request for board office of change our why it was changed Wells Fargo Bank refused to provide how address changed. 
FINALLY, ABOUT A MONTH AGO WELLS BANK PROVIDED THE REASON WHY ADDRESS WAS CHANGED AND THAT WAS DUE TO NATIONAL CHANGE OF ADDRESS Which XXXX  XXXX and XXXX  Attached letter Wells Fargo Bank reckless without disregard and without our instruction or advice from us changed our bogus and phony address. 
Now after many years later came with phony and bogus reason it was due national change of address and I have no idea how national change of address is. 

ABOUT 4 YEARS HUD XXXX for past 4 years had been faxing our loan modification documents and Wells Fargo has stated in their emails they received entire document decision will be made soon. But no decision has been made. 
I was informed via an email Wells Fargo Bank does not need more documents form us. 

No decision has ever been made for over 4 years. I than kept receiving documents Wells Fargo Bank needs more documents. This has not ended in last 4 years and this will never end. 
In XXXX loan modification was provided through XXXX workshop. Wells Fargo Bank stated at that time all document was provided and accepted. Wells Fargo Bank informed me and XXXX only document was pending bank statement and loan will be modified once that is provided. Bank statement was provided and its now XXXX loan has not been modified. 

From XXXX I have been asking for loan modification and loan has not been modified. 

AVODING ACCOUNTBILITY Many, many letters we have received from there are no names and who to follow regarding correspondence received from Wells Fargo Bank. This is another way to deceive with no accountability to State of California or Federal government. Yet they enjoy public corruption with state of California and Federal government by getting away with this type of misconduct. 

PUBLIC CORRUPTION AND FRAUD We have been cheated of {$5000.00} through back door for financial gain by deception which so called public nuisance. Public nuisance was added to real estate by city through back door and now we are to pay for public nuisance. With help from County and City corruption without our knowledge {$5000.00} to our escrow account and paid for financial gain. 

I demand Wells Fargo Bank to refund us {$5000.00} that was paid to city by cheating us. 

Due this reason I am once again asking Wells Fargo Bank to remove escrow because fraud between City , county, and Wells Fargo Bank. 

WE HAVE BEEN CHEATED {$5000.00} BY THUGS OF WELLS FAGO BANK , COUNTY AND CITY ESCROW MUST BE REMOVE. ACCOUNT. 

Wells Fargo Bank agreed in the written contract there will be no escrow account and violating written contract by adding escrow account for financial gain. 

HARASSMENT I received email to confirm if I need assistance during COIVD-19 and response on XX/XX/XXXX I need assistance via email since notice came by email. Email attached. 
After that I received another packet asking me to send packet by complete and I emailed packet back on XX/XX/XXXX and faxed to Wells Fargo Bank to see attachment. No decision has been made or I have been asked for additional documents. Attached document that After on XX/XX/XXXX I received another application that I am yet to send this application for the reason I trying to establish it is a harassment. 

With over XXXX points of contact and multiple application Wells Fargo Bank is harassing us. Multiple loan modification sent to Wells Fargo and attorney of records by HUD XXXX for four years 1. No decisions made 2. Received emails stating all documents decisions will be made soon and for last XXXX years no decision has been made. 

3. After those documents received in the mail asking to send new documents 4. I fax emailed on XX/XX/XXXX to extend forbearance 5. Received application and faxed XX/XX/XXXX no decision 6. Then received another application XX/XX/XXXX XXXX. For over 4 years sending full loan modification application by HUD XXXX with no decision 8. Sending entire loan modification to attorney of Wells Fargo Bank close to 2 years ago no decision From XXXX to XXXX all are only harassment by Wells Fargo Bank

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