Consumer complaint received 2022-04-01
Company: WELLS FARGO & COMPANY
State: AR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On or about mid XX/XX/XXXX received phone call from Wells Fargo to see if I wanted to refinance my home. Told them I did not but would like to speak with someone regarding assistance as I have had XXXX XXXX XXXX procedures since XX/XX/XXXX and have not been able to work much due to restrictions. Told the representative that I was hesitant because of the issues that took place when I refinanced the house in XXXX; took a very long time, no communication, lots of frustration, continued to request documents that had already been requested, etc. I have paid all house payments and have gone through me Savings Account and IRA ( the portion I can withdraw ). Wells Fargo employee assured me that things had changed and that as long as the loan is in review and the preservation process payments would not be taken out. 

Application was filled out on or about XX/XX/XXXX and mailed in. The last week or so of XXXX an email was received stating that the application needed to be submitted via " hometrack '' website. Occupancy verification was also requested " The application along with a note explaining why the modification/preservation was requested along with the homeowners insurance declaration page and a utility bill which both show the " service address was submitted on XX/XX/XXXX. 

On or about XX/XX/XXXX, received call stating the Occupancy verification had not been received. Told the caller ( wasn't able to write name down was not at home at the time ) the occupancy verification had not been received because the vehicle insurance declaration page had not bee received and was needed to prove where the vehicle was parked at night. The assistance has nothing to do with the vehicle was the response and the utility bill with service address was also submitted on the same pdf as the homeowners insurance XXXX  page. " You need to separate them. '' They can not be submitted separately... .tried and wasn't able to. Resubmitted homeowners insurance XXXX page and utility ( gas ) bill. Called and spoke with XXXX who verified the homeowner 's insurance XXXX page and utility bill was sufficient for proof of occupancy. Asked why was the vehicle insurance page being requested... she didn't know. 

XX/XX/XXXX Received call regarding needing most recent check stubs, home occupancy verification. Told them had submitted homeowner 's insurance XXXX page and utility bill had been submitted XXXX and was informed it was sufficient for proof. Also requested check stubs. Also needed statement from employer to verify employment. Was told by this representative that homeowner 's verification was not sufficient and needed vehicle insurance declaration page. " Why '' because there is not other address on the vehicle insurance XXXX page except the mailing address and this has nothing to do with the vehicle. Because " we need to see what program is best for you. '' Told them that this would be taken care of. 

XX/XX/XXXX Saturday, called Wells Fargo at every phone number I have and was closed. All correspondence states they are open until XXXX central on XXXX. 

XX/XX/XXXX. Spoke with XXXX with Wells Fargo. Submitted the following documents : 1. Recent Check stubs, 2. Ins XXXX page for vehicle. 3. XXXX 's ins page/utility bill XXXX. W-2 forms for the years of XXXX, XXXX and XXXX. Again asked XXXX what it was so important that the vehicle insurance XXXX page be submitted. Reply was " we need a service address. '' There is not service address on the vehicle insurance XXXX page. " There isn't. '' NO! The only address is the mailing address which is the same address as the homeowner 's insurance and utility bill that was submitted at least XXXX before. And why is it when I contact WF  and speak with someone after submitted the docs or after one of these phone call I am continually told that the homeowner 's vehicle XXXX XXXX page and utility are sufficient. No answer Submitted all docs listed above and email XXXX XXXX XXXX regarding employment verification. 

Received response from XXXX XXXX stating that the Wells Fargo would have to verify employment and sent instructions on how to do so. 

Instructions were submitted along with letter to WF  on XX/XX/XXXX. 

XX/XX/XXXX received call that time was running out for submission of verification of employment. Told the caller that instructions and email from XXXX XXXX XXXX had been submitted and I as an employee could not verify my own employment. " You have to verify we can not verify '' was the reply. Also told the caller that I had been told in the beginning that payments would not be taken out as long as this is under review and in process. She asked if I wanted to them to stop taking auto payments out and said NO! because at this point I do not want WF  to come back and demand back payments. Was not getting anywhere with this representative and asked to speak to a supervisor. " I am a supervisor. '' I want to speak to your supervisor. " I am escalating it now and you should receive a call with XXXX hours. 

Did not receive a call back from WF  until XX/XX/XXXX at approximately XXXX p m. Shared concerns with XXXX XXXX ext XXXX and he stated that he would " Get to the bottom of it and a follow up phone call would be received. '' Told him a decision needed to be made because this has been absolutely ridiculous. No one is communicating and too many people with their hands in the file. 

XXXX Received follow up call from XXXX . XXXX stated that per underwriter I ( XXXX XXXX ) had to verify employment. Told him it was impossible as it had been attempted to no avail and that the instructions along with email from XXXX XXXX XXXX had been submitted on XX/XX/XXXX. Told him I had received a reappointment letter and would upload that and did later that day and that was all I could do. 

XXXX also stated that he verified that the vehicle declaration page was needed to " proof occupancy '' of the residence ; it's an FHA requirement. '' Told him there was no occupancy to be verified with out and address and the only address on the vehicle insurance XXXX page was the mailing address and if my vehicle can be parked in a po box go right ahead and try. He said I needed to speak with the preservation team and told him that is exactly who I had spoken with who stated on 2 occasions that the homeowner 's XXXX page and utility bill that had been submitted XXXX now were sufficient. Told him also that his has been the most stressful and frustrating ordeal and I do not need this because of this continues retina detachment issue and nothing has changed from XXXX when I had my house refinanced. Still the run around. and hope and pray I never have to deal with WF again and hopefully somehow I can get my house paid off so I will never have to deal with you all ever again. " I'm sorry you feel that way and have had a negative experience with WF. '' Told him that he really didn't because nothing has been changed for the better. A decision needed to be made and I am not making it to stop this process! 

XX/XX/XXXX attempted to contact Wells Fargo again XXXX no answer " Office is closed message '' All correspondence says they are open until XXXX on XXXX. Logged onto WF tracker through an old email ( have not been receiving emails regarding XXXX needed since late XXXX XXXX ) and saw that a a document was needed something about Financial Authorization verification but no link was there. 

numbers contacted on this day were XXXX, XXXX ( apparently online customers only ) and XXXX. No answer only message that offices were closed. Again all correspondence states they are open until XXXX pm on XXXX, XX/XX/XXXX XXXX XXXX XXXX ext XXXX contact me stating that WF needed Authorization to Verify Employment. Logged into computer at the direction of XXXX XXXX and went to the " Wells Fargo Mortgage Hometrack '' Website. Told her that had logged on on Saturday and saw there was a verification needed but no link was available. She directed me how to get to the link and downloaded the verification form. She directed me on how to fill out the form and submit. Told XXXX XXXX that she is the first person to tell me hat this form was needed and instruct me on what was needed and how to fill out this form ; everyone else had said I had to verify my own employment and I wasn't allowed to do that. Instructions were submitted on XX/XX/XXXX and someone from WF had to verify I can not.

Shared frustration with XXXX XXXX and that she was the first person to let me know this form was needed as this issue had been going on since XX/XX/XXXX or there about. 

XX/XX/XXXX Received call from XXXX at WF requesting additional docs ; 1. utility bill as the one submitted was no longer valid. 2. Last two check stubs and last check stub of XXXX. ( hat was submitted in XXXX with W2 forms, etc. ). That is all that was requested. Told XXXX that the utility bill that has been submitted XXXX was valid when this first began XXXX XXXX months ago or so and check stubs and last pay stub from XXXX would be submitted. Also asked her what check stubs because haven't really worked in XXXX but had passed real estate exams and had signed with broker but was still in somewhat training mode. Haven't worked because of this ongoing retina issue except for mandatory training classes to keep medical insurance paid. 

Requested docs were uploaded XX/XX/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 non-monetary relief