Consumer complaint received 2020-11-25
Company: WELLS FARGO & COMPANY
State: CT
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
During the uncertainty of the COVID pandemic we took advantage of the CARES Act mortgage forbearance. As we were trying to get more information from our Wells Fargo we ended up in the forbearance program. As a result of this on payments that we had made was returned and one payment was " skipped ''. As per the legislation this forbearance was scheduled to end with our payment due XX/XX/XXXX. We received no information from Wells Fargo about how to make the XXXX payment. When I attempted to make the XXXX payment in late XXXX it was incorrectly applied to XXXX despite the insistence of the person on the phone who assured me this would not happen. After many hours on the phone I finally spoke to a person who told me that it was impossible for the system to apply my payment to XXXX and the payment was refunded. I received a letter from Wells Fargo in late XXXX and called the representative listed to ask how. He told me that he would call me back prior to XX/XX/XXXX to explain how to make my payments. When I called on XX/XX/XXXX I was told that he was gone and that I had a new case manager. This case manager was very difficult to get ahold of and almost never returned calls. After she assured me that I would hear from her by XX/XX/XXXX or XXXX I was unable to reach her and had to file a complaint on XX/XX/XXXX at which time I spoke to her manager. In the mean time I was worried about falling in to default on my loan because the letter I had from Wells Fargo said that my XXXX payment would be due as normal. I spoke to 4 different representatives from Wells Fargo between XX/XX/XXXX and XX/XX/XXXX in a variety of different department because I kept getting transferred. None of these were the correct person and no one could tell me how to make my payment which was late as of XX/XX/XXXX. On XX/XX/XXXX the case manager finally returned my call after I left several messages with her and her supervisor. 

In early XXXX we were sent a loan modification proposal and told to make payments due XXXX XXXX, XXXX XXXX, and XXXX. On XX/XX/XXXX we received a letter from Wells Fargo ( dated XX/XX/XXXX ) notifying us that our mortgage was in default. We had made our second trial payment on XXXX XXXX which was not due until XXXX. After phone calls on XXXX XXXX, XXXX, XXXX, and XXXX XXXX I was finally able to get confirmation that the letter was auto generated and not specific to our loan, despite having all of our loan information on it. The final trial payment due XXXX XXXX was received by Wells Fargo on XXXX XXXX. After 10 phone calls between XXXX XXXX and XXXX XXXX I was told by a representative that the delay in the process was because they could not start generating new closing documents until XX/XX/XXXX. On XXXX XXXX alone I was transferred from the Executive Office to Home Preservations to Loss Mitigation to Liquidation to Modifications. It this process I was disconnected two time and was given the wrong number to call for one of the departments. On XXXX XXXX the new documents were sent and we signed with the notary who returned them to Wells Fargo. 

On XXXX XXXX I spoke to a representative and made my XXXX payment over the phone. I was told that in 2 weeks the documents would clear and the payment would be applied to my loan. On XXXX XXXX a request was made to apply the funds to the loan. I was told on subsequent call that this would take 7-10 business days. On XXXX I called to check on the status of this payment and was told by the representative that the documents were in the final stages and it would be completed in a week or two. I am now unsure of how to make my XXXX payment because they still have not applied my XXXX payment. 

This process has been a nightmare! Since XXXX there have been discrepancies between the information that is posted in my account online, the letters that they send, and the information shared by representatives on the phone. No one that I have spoken to on the phone has been able to provide definitive information about the process or timelines. NOTHING has been done in a timely manner Despite being assured that our company policy is to return all calls within 48 hours it often took weeks for me to have may call returned. Even the representatives that I was able to speak to on a consistent bases ( after filing complaints ) were unable to get responses from other departments within their stated time frame ( 3 day turn around required two additional inquiries and ultimately took 9 days ). Each time the excuse offered is well they are really busy. Because of the delays on the part of Wells Fargo an additional month of payments had to be deferred to the end of my loan and they are now holding my most recent payment while an additional months worth of interest accrues on my mortgage.

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