Consumer complaint received 2023-02-08
Company: WELLS FARGO & COMPANY
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XXXX Wells Fargo started reporting my home loan as part of a XXXX  XXXX bankruptcy. However, the mortgage was not part of that, and I continued to pay the mortgage loan with no late payments and remained in good standing the entire duration of the loan. I reached out to Wells Fargo to make the correction numerous times, at least 10 times, over the course of the loan. I was placed in a special contact group of some kind where every time I called I was transferred to a department that handled bankruptcies. That bankruptcies department treated me very poorly and dismissed my concerns. They did nothing. I was unable to do anything related to home mortgages financing because of the additional damage to my credit score. I could not do anything related to mortgages. I could not buy a new house, investment property, refinance, or any type of loan modification. 
It wasnt until about 3 1/2 years later ( XX/XX/XXXX ) that a Wells Faro Senior VP sent me a letter ( attached ) admitting they had misreported the status of my loan for so long and that they finally made the correction. But the damage had been done. 
In XXXX I tried a loan modification and was rejected before they allowed me to apply. The inability to modify or get an extension forced me to sell the house and pay off the loan. I have been unable to obtain a home mortgage since then, forcing my family of XXXX young children to pay more in rent and pay exorbitant fees and interest as high risk tenants. I owned 3 homes starting in XXXX but have been forced to rent over the past several years. My current credit score is negatively impacted from not having a home mortgage as well. 
I received apologies from Wells Fargo customer service and supervisors as well as the VP of lending. But those are empty apologies because they did nothing to remedy or offer any exception to obtaining a modification or new mortgage. 
I even had to call in XXXX when I noticed Wells Fargo was not reporting any mortgage on my credit report. So they did not actually fix the error as promised. They simply removed any record of my mortgage with Wells Fargo from the credit reporting agencies. I had to contact them again in XXXX to get them to finally report my loan correctly as paid in full and in good standing, with no late payments. The unseen damage and affect on paying as a high risk borrower on everything over the years seems incalculable. 
That is not including the emotional damage it has caused in my family, work, and financial relationships. I would argue the damage emotionally, while impossible to calculate, is much more than monetary damage. Ive spent years stressing, sleepless nights, family struggles, even contributing to divorce in XXXX due to finances. There have been many emotionally difficult, discouraging, and demoralizing conversations and events as a result of Wells Fargos misreporting of my account status. 
My experience with Wells Fargo is a prime example of unaccountability, unfair, unethical, and fraudulent reporting from Wells Fargo that had a major impact on my family personally.

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