Consumer complaint received 2020-12-22
Company: WELLS FARGO & COMPANY
State: SD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Hello, my complaint starts back in XX/XX/XXXXXXXX  when I received a letter stating my loan will be due XX/XX/XXXXXXXX  after a 3 month COVID forbearance. I called to ask why my payment was due so early. The representative stated that the forbearance was applied to XXXX/XXXX, I then asked why they would cover XXXX when XXXX was current and paid for on XXXX/XXXX/XXXX. The rep explained that because I asked for the forbearance in XXXX that it would cover XXXX. She then asked if I needed to extend my forbearance, I declined per I stated I needed to talk it over with my husband. I did talk to him and he stated that he would like to extend the forbearance. I then proceeded to the bank online app and requested another 3 months of forbearance time. I received a letter on XX/XX/XXXXXXXX  stating that my loan was placed on a forbearance and the next due date is XX/XX/XXXX. Come XX/XX/XXXXXXXX  I saw online that it stated my account was past due. I called Wells Fargo Mortgage on XX/XX/XXXXXXXX  & XX/XX/XXXXXXXX  talk to a representative he stated that the forbearance that I received a letter for in XXXX was not correct and that it was denied. No letter or phone calls were made to notify me of this. The rep stated that he can put a deferment on the loan that will not cover the payments but will stop credit reporting. I agreed, he stated that I have until XX/XX/XXXXXXXX  to make up the missed payments. I made as many payments as we could, I called on XX/XX/XXXXXXXX  talk to XXXX in home preservation and she researched my account, came back on the line and stated that she will be able to place the 1 payment that we couldn't make up and move it to the back of the loan. I asked her again if she is sure that this can be completed, she answered Yes. I asked if there will be a letter sent to me once this was completed and she stated yes. I never received a letter so I called on XX/XX/XXXXXXXX  and again got a different representative that took over an hour to research the request that was made on XX/XX/XXXXXXXX  with XXXX, the new rep came back on the line and told me that they can not move the 1 month to the back of the loan per customers only get 1 chance to move 3 payments to the back of the loan. I escalated the call to the manager XXXX and all she told was to modify the loan to make up that payment. I declined and requested that they follow what was already told to me and move that 1 month payment to the back of the loan because we didn't have the funds to make this extra payment now. I requested to speak to executive office. They transferred me to XXXX and he didn't even ask me for my side of the issue, he said he has all he needs. I received no call back and no letter from the executive office. I called XXXX 2 times and left a message on his machine, no call back. Then out of the blue I get a call from a XXXX that is in home preservation telling me that I don't have an EO complaint that is ongoing and that they can't do anything for me. Here is the EO ID # I got from a XXXX that I was transferred to before XXXX # XXXX. I asked XXXX why I would receive a folder to modify my mortgage, XXXX rudely told me that there is no way that Wells Fargo will move this payment to the back of my loan unless I give them 3 months worth of paystubs and bank statements. I told him that I will not do that and requested again for them to honor what was told to me by XXXX on XXXX/XXXX/XXXX. He kept saying no. I told him I would talk to my husband and he said he would call me back next week. He never called me back and the # he gave me to contact him went to another person. I emailed him multi times to please call me in regards to my account and he never called back or emailed back ever. I still to this day haven't spoken again to XXXX. XXXX finally called me back and said they will not honor my request and that he moved my account back to the home preservation department. I told XXXX in my conversation that I was going to file a CFPB complaint and all he said is ok. Called the # XXXX me and was in contact with XXXX XXXX . She stated the same information that WF will not honor what they said on the XX/XX/XXXXXXXX  phone call and that they are making this a coaching opportunity for XXXX. I backed down and since we were saving the escrow portion of the payments that we thought we didn't have to make and used that to pay what I thought was the only payment that we were behind. That happened not to be the case. My account still shows that I am past due for XXXX/XXXX/XXXX. I called XXXX back and let her know what is now going on. She stated she would send my request now a different request to move the payment made XX/XX/XXXXXXXX  ( intended for XXXX payment ) to cover the XX/XX/XXXXXXXX  payment to her manager XXXX. XXXX stated to give him 24-48 hours to look it over. I waited 4 days. I called XXXX again and stated that XXXX never called me back. She then stated that he contacted her and told her that I can not have another deferral, but that was not my request. She stated she will get in contact with another manager XXXX and see if he can do anything for me. XXXX did end up calling me back and not XXXX. XXXX stated in the phone call that I cant use that payment to bring the account current. He is now telling me that XXXX wasn't covered ( When I was told that the forbearance did cover XXXX, XXXX & XXXX ) in the forbearance and that it covered XXXX, XXXX and XXXX payments and that my account would be due for XX/XX/XXXX. If Wells Fargo honored what XXXX stated to me in the XX/XX/XXXX call, this loan wouldn't show owing for XX/XX/XXXXXXXX  it would show owing for XX/XX/XXXX. I asked XXXX in our conversation for the information to XXXX XXXX, I told him i wanted to file a complaint with them, i asked him if they can help & he said they probably will not. I am struggling to find a way to come up with another $ 1100+ payment ( that we do not have ). I am a loss for words at this point. I had 4 different people tell me 4 different things. My experience with all the people I spoke with within Wells Fargo for this issue either gave me the incorrect information that is causing me to be severely stressed out and on the verge of calling WF employee relations help line.

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