Consumer complaint received 2018-05-22
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX when the economy was in poor shape I called Wells Fargo and requested a mortgage modification. I was told by numerous mortgage customer service representatives and a few managers that Wells Fargo did not perform Mortgage modifications but if I gave them {$10000.00} for a new loan that they might be able to refinance my house. I was told that this money was for an appraisal, closing costs and fees. This money was required to be paid up front before they started any paper work and would not be refunded if the loan did not go through. I did make numerous calls to them regarding this since on their web site it did state that they did mortgage modifications. I even went into the bank and spoke with an agent who said that she was under the impression that wells Fargo did mortgage modifications but was told on phone by the mortgage department that they do not do mortgage modifications despite what the web site said. I found another Mortgage company which offered better rates but the day before I was to sign for this new mortgage I lost my job due to my medical XXXX. My plan was to just get another job and refile for the new mortgage. My medical condition became worse and required hospitalizations starting in XX/XX/XXXX. During one of these hospitalizations, I was unable to make the mortgage payment on time but called Wells Fargo from the hospital and explained the situation. I was told that they would note my account and would not charge a late fee. I was up to date on my mortgage at this time. When I received my next statement, I noticed that the {$500.00} was not applied to my account but a late fee was. I called Wells Fargo and was told by the representative that this was an error since she did see a record of my call. I was told this would be corrected. However the next month the now {$1000.00} was not applied to my mortgage and the late fees were added once again. I called again and was told the this was an over site and the account would be corrected on the next statement. I was told however, that if I missed any payments that it could lead to foreclosure.I sent yet another payment of {$500.00} ( mortgage payment was less than this ). Once again, they did not apply the now {$1500.00} payment to my mortgage. I made one more {$500.00} payment which was never credited to my account. Once again the representative told me that she did see my previous calls and did see my payment but they are now being held until the end of the mortgage but they would be continuing to charge late fees and interest on the {$2000.00} payments I made. She also stated that any further payments would be held as well. I got no where speaking to the mortgage company but wrote a long letter to corporate office of Wells Fargo. I received a call back from them and was told that since I did not have a job due to my medical condition, they could not do a mortgage modification, which was the department she worked in but instructed me to call their hardship number. She stated that both she and corporate would be looking into the money on hold. I have never heard from either department again. I called the hardship number and spoke to a woman by the name of XXXX XXXX how gave me a six month waiver. During this time I would not be responsible to paying any mortgage and these six months would be added to the end of my loan. She also stated that since the XXXX hearing takes so long to go through that they would be able to extend this until my hearing which is XX/XX/XXXX. When I called back to request the additional extension and filled the required paper work. I never hear of the status. After numerous phone calls I was told that they are now filing foreclosure on my house for missing ten payments. Four are the ones that I paid but are being held by wells Fargo and six are the waiver months. I called corporate office and spoke to XXXX XXXX who said that he would look into this and I would receive a call back in 72 hours. In the mean time, I received a letter from Wells Fargo stating that they would be paying any back taxes so the house would not be sold at sheriff 's sale. However, when I called back XXXX XXXX since he did not call back in 72 hours, I was told that they did not think they would be paying this because they had already start a foreclosure procedure on my house. I was very angry and asked him how they could do that when they have not finished their investigation at this point. ( It i still not done. ) I was told by XXXX XXXX that he is still investigating and would call me back in a week. A week came and went and no call back. Once again I called back and was told by his office that by law he had to call me back by XX/XX/XXXX. This time came and went as well with no call backs. I called on the XX/XX/XXXX and they said he was not in today. I called back on XX/XX/XXXX and spoke to XXXX XXXX who said that he was out yesterday. I said that he told me he would call me back on or before XX/XX/XXXX and that did not happen. He then stated that he still was not done with his investigation and would now call me back by XX/XX/XXXX. Because of his previous record of not calling back. I intend to call him on that day. I have the distinct feeling that he is waiting for the foreclosure to go through and for me to get tired of calling him back. This will not happen because what Wells Fargo is doing, I think is fraud. Obviously the fines are not enough to make Wells Fargo treat people right. Their commercials which state in XX/XX/XXXX something went wrong but now they are committed to their customer is not the case.Please make them do the right thing. 
Thank you for your time and consideration, 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