Consumer complaint received 2023-05-17
Company: WELLS FARGO & COMPANY
State: RI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX Letter to Wells Fargo : This letter is to follow up on the correspondence dated XX/XX/XXXX about a problem I am having with the above referenced Wells Fargo Home Mortgage account for following property : XXXX I am dissatisfied with the information XXXX XXXX provided because the correspondence indicated details of specific phone conversations with different customer service representatives, but did not address all conversations and also did not provide a solution to resolve the previous inquiry and complaint. 

The letter dated XX/XX/XXXX mentions only three conversations between a customer service representative and my authorized spouse. 
XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 
All of your records indicate that XXXX XXXX was advised it was a possibility for the Forbearance Plan to break and the representative was unable to confirm that the plan would not be broken. 
First, I am asking you to provide me with the exact date noted on the account, that the Forbearance Plan was in deed broken. Also, can you please advise why a customer service representative cant advise of a procedure that explains if a payment plan is broken or not. I dont believe that a financial hardship and customer efforts in trying to bring the account current, should be treated with statements such as may or may notit is a possibility, but cant be promised. Is this Wells Fargos general guideline to put customers in a situation when all of a sudden no solution can be found except for paying the past due amount current all at once to avoid foreclosure? It certainly appears to be a lot more efficient for Wells Fargo to collect their money that way rather than trying to work with customers to keep the home by making certain payment arrangements. 
Second, I would like for you to provide a detailed explanation why the call between a customer service representative and XXXX  ( as well as the witness XXXX ) on XX/XX/XXXX was omitted from your correspondence dated XX/XX/XXXX. I am sure that there is a valid reason for this. Could the reason be, that XXXX and XXXX ( who were both on this call ), received confirmation that the Forbearance Plan is still in effect and that the XXXX XXXX payment in the amount of {$4000.00} would be acceptable to continue with the Forbearance Plan? Prior to the XX/XX/XXXX conversation, on a separate call, XXXX was advised that the latest date to submit the {$4000.00} payment ( that is reflected on the Forbearance Agreement with a XX/XX/XXXX due date ) is XX/XX/XXXX ( 30 days from XX/XX/XXXX ). XXXX was told that the {$4000.00} payment by XX/XX/XXXX will be applied to the account and the Forbearance Plan would remain in effect. If we were not provided by a Customer Service representative with the XX/XX/XXXX date as the latest date to submit {$4000.00} to Wells Fargo Home Mortgage, then please advise how we came up with a date of XX/XX/XXXX by ourselves and why we submitted the payment XXXX XXXX at that time to assure that the payment will be on time? Would there have been any reason for us to do so if not instructed by a Wells Fargo Representative? 
During the XX/XX/XXXX phone conversation, we were advised that the {$4000.00} payment has been received, but the Forbearance Plan was broken. There was no option provided to reinstate the plan based on the fact that we were previously assured that the plan would remain in effect. Furthermore, providing our financial information again resulted in the outcome that would no longer qualify for a repayment plan. 
Based on the information provided by our Home Preservation Specialist, XXXX XXXX, we submitted a hardship letter, financial worksheet as well as paystubs on XX/XX/XXXX. On XX/XX/XXXX we were told that the submitted documents are not sufficient and needed to be resubmitted with signatures and dates on all documents. All documents were submitted again on XX/XX/XXXX via Fax and a Customer Service Representative confirmed the receipt on XX/XX/XXXX. She also confirmed that all documents are complete and in order. 

I have already attempted to resolve this problem by contacting Wells Fargo Customer Service Representatives, conversations with the Home Preservation Representative, XXXX XXXX, as well as submitting written correspondence on XX/XX/XXXX. I have enclosed copies of my records. 


Unfortunately, the problem remains unresolved. I am hereby requesting that you : 1 ) Review all phone conversations from XX/XX/XXXX present ( request to listen to the recorded phone conversations rather than reading the documented call notes. 
2 ) Review all documents previously submitted by us to find a way to get our account back on track.

3 ) Provide an acceptable solution to resolve this issue.

4 ) Provide additional training to customer service representatives in order to assure that correct information is provided to all customers on every single phone call. 

Please contact me within 30 days to confirm that you will review and honor my request. I have prepared a complaint for submission to the proper agencies for investigation. I will not file the complaint if you resolve the problem within this time period I have indicated. 


XX/XX/XXXX Appeal to Wells Fargo : This appeal is being sent in response to the FHA Home Affordable Modification Program ( HAMP ) Trial Plan dated XX/XX/XXXX which we received on XX/XX/XXXX. 
We appreciate your time and consideration to find a loan modification / workout option. However, we are appealing the trial plan based on the below outlined reasons : 1. We are disputing the value of the property used in the decision. During our Mediation Meeting in XX/XX/XXXX we were advised by Wells Fargo Home Mortgage that the estimated appraisal of the house was {$240000.00}. The appraisal was done in XX/XX/XXXX. We are requesting documentation of the current appraisal used to determine the terms and conditions of the FHA Home Affordable Modification Program ( HAMP ) Trial Plan. 
XXXX. XXXX XXXX XXXX email dated XX/XX/XXXX which was sent to XXXX XXXX XXXX and XXXX XXXX 
XXXX XXXX specifically stated Before Workout and After Workout modification details. After reviewing the information provided, we determined that the amounts for P & I, Taxes and Insurance do not match the total monthly PITI in the After Workout column. 
3. Consequently we would like to request full disclosure of the Net Present Value ( NPV ) information.

4. Due to the fact that we did not receive the detailed calculations for the HAMP Trial Plan, we are also asking you to provide specific information regarding the calculations of income vs. expenses used to determine the provisions of the plan. Originally we requested a loan modification or workout option which allows us to remain in our house and have my husband, XXXX assume the mortgage in place of XXXX  and XXXX Therefore, we provided the income and expense information for myself and my husband, XXXX 
However, Wells Fargo Home Mortgage requested additional income and expense information for my father-in-lawXXXX XXXX, as well as my mother-in-law, XXXX, because both co-borrowers are listed on the mortgage. If the income and expense information foXXXX XXXX and XXXX was used in addition to my income and expenses, then the income and expense information previously provided for XXXX should not be considered in any way for the modification. We also believe that only my, XXXX, and my father-in- laws, XXXX, income was considered to determine the terms and conditions of the HAMP Trial Plan. It appears that the expenses for XXXX XXXX were not factored into the calculations. In order to determine correct modification amounts, only the following options should be considered : a. XXXX and XXXX who provide the income and expense information since XXXX  is listed as borrower and XXXX husband of XXXX is a contributor. Or b. XXXX XXXX  and XXXX  All three parties are listed on the mortgage. In this case, all of the income and expense information provided to Wells Fargo Home Mortgage has to be taken into consideration. 
We are trying to understand the reason why it was declined to create an affordable mortgage payment and / or reduce our principal and interest, property taxes and hazard insurance payment by 10 % or more because Wells Fargo Home Mortgage reflects a calculated monthly income of {$16000.00}. 
5. In addition, we would like to clarify the {$0.00} amount listed on the workout details for the Mortgage Insurance Premiums. We are in the understanding that our FHA loan also reflected that we have paid the Mortgage Insurance Premiums and based on those terms the Federal Housing Administration is a backstop to the banks and it is stated that if our loan ever goes into default, the FHA is there is to repay the bank 's loss. 
6. We are requesting to review our loan for a reduction of the principal balance. We understand that this may be possible through the FHA Streamline Modification which is available to borrowers who owe more than the property is worth. Our existing FHA loan originated before XX/XX/XXXX and we are willing to pay possible refinancing costs upfront.

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