Consumer complaint received 2021-07-16
Company: WELLS FARGO & COMPANY
State: WI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I am selling my house and I inquired with HUD on how to do so well as it turns out of course this XXXX XXXX has not given me records and receipts that I need in order to pay HUD my COVID19 forbearance " loan. '' I asked XXXX multiple times to provide me with a receipt or documentstion acknowledging that HUD paid {$1500.00} and that I owed this. Apparently I need some " promissory note, '' payoff request from XXXX to HUD and all kinds of other information I was not aware of and I am now getting collect calls from this XXXX XXXX that our signatures were NOT accepted after being confirmed more than once this was all taken care of. This bank is utterly disgusting and I will be so glad when I am no longer affiliated to this corrupt XXXX. Here is what HUD stated : How do I submit a request for a payoff statement for a COVID-19 Standalone Partial Claim held by HUD if my lender has not submitted the claim? 
Unfortunately, a payoff statement can not be generated by HUDs loan servicing contractor until the servicing lender submits the claim request to HUD. 

Please contact the lender to discuss the status of the claim request. After confirming the lender has submitted the claim request to HUD, the Mortgagee, Borrower, or other Authorized Third Party may request a payoff statement for a lien held by HUD. 

Direction For submitting a Payoff Request The payoff request must be submitted in writing and should include a copy of the Partial Claim Promissory Note. Borrowers unable to locate their Partial Claim Promissory Note should contact their loan servicer. 
The date the lender submitted the claim The payoff request must include the following : Ten-digit FHA Case number Full Property address Borrowers name Anticipated payoff date Requestors contact information Instruction of where to send the payoff Borrower signed authorization form, Power of Attorney, or other documentation showing legal authorization, if applicable. 
Written authorization is required in order for XXXX to release case specific information to a 3rd party : The third-party authorization, Power of Attorney, or other documentation showing legal authorization must be signed and dated by the Borrower, with a statement identifying the party to whom they wish XXXX to release information. 
To provide case specific information, if the Borrower is incapacitated or deceased, please complete the authorization and provide a copy of the documents granting you legal access to the Borrower ( s ) loan information ( such as a Power of Attorney, if incapacitated, or Letters of Administration, if deceased, etc. ). 
Incomplete requests are unable to be processed. 

Please send your request to HUDs Servicing Contractor, XXXX XXXX XXXX : by email to : XXXX or by fax at ( XXXX ) XXXX If a loan closing is rescheduled beyond the good through date on the payoff statement, a new payoff must be obtained. Each request will be independently processed and must follow all the requirements listed above. 

HUD does not issue wire instructions for Secretary Held HECMs or Partial Claims. Any Secretary Held HECM or Partial Claim payoff statement containing wiring instructions is fraudulent. The recipient should immediately contact FHA at XXXX to report that they have received a possibly fraudulent communication, and to obtain a correct payoff statement.

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 non-monetary relief