Consumer complaint received 2020-01-24
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The inability to reach anyone at Wells Fargo or XXXX XXXX XXXX makes it impossible to resolve anything so i can work out a refinancing and avoid foreclosure/default. My husband passed away XX/XX/XXXX. We had home mortgage with Wells Fargo with remaining balance about {$49000.00}. 

i contacted Wels Fargo late XX/XX/XXXX notifying them of my husbands passing. I spoke with XXXX XXXX : Wels Fargo home loan specialist informing the bank of my interest in keeping the home and making arrangements to continue making payments on the promissory note for the mortgage on the house. Mr. XXXX stated, I will let the bank know of this and you will hear from our life advance team. 

In late XX/XX/XXXX I heard from the life advance team : XXXX XXXX by telephone. I expressed to Ms. XXXX I want to keep the house and continue making payments and what do I need to continue making payments. Her response was for me to wait for a letter from Ms. XXXX which will have further instructions how to proceed. 

I never received the letter from this individual. I contacted Ms. XXXX at ( XXXX ) XXXX ext. XXXX Case # : XXXX Loan # : XXXX multiple times and only received her voicemail. In XX/XX/XXXX, I spoke with Ms. XXXX assistant who restated I will receive the letter from Wells Fargo. I stated to the assistant, I never received the letter and when did Wells Fargo mail the letter and when will they resend the letter? The assistant stated, wait for the letter it will have instructions how to proceed. 

In XX/XX/XXXX, I dropped off the death certificate to Wells Fargo and inquired how am I to proceed making payments. The XXXX   branch told me to wait for a letter from Wells Fargo. I never received the letter and I informed the branch Wells Fargo keeps telling me this, but they never act in good faith. 

I never received the letter from Wells Fargo and never heard again from Ms. XXXX. On XX/XX/XXXX ive visited Wells Fargo and was informed Wells Fargo sold the loan in XX/XX/XXXX to specialized loan services. I never received any notice from Wells Fargo or from specialized loan services of this action. Wells Fargo gave me the number where to contact specialized loan services. I reached out to specialized loan services and they kept telling me to call three or four different numbers. I kept calling telephone number after telephone number with no results. I also sent a letter to an attorney in XX/XX/XXXX and never received a response from them. I have no idea who these are tourneys are representing other than they are located in XXXX Washington. 

I want to stay in my home. As a person with a XXXX, it is my only dwelling and I can not get Wells Fargo or this specialized loan services to communicate with me. As a consumer with a XXXX, these loan institutions are not acting in good faith and I am seeking your assistance to refinance to stay in the home.

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