Consumer complaint received 2023-03-28
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had contacted Wells Fargo in XXXX to request a COVID payment deferral for XXXX, XXXX and XXXX. On XX/XX/XXXX, I contacted the company again to inform them that I was able to start making payments again starting XXXX. During this time, I only received a letter stating that I needed to call them by the end of XXXX to inform them if I could start making payments again. I called to pay my mortgage over the phone, as I usually do, on XX/XX/XXXX and XXXX, and I received a prompt that stated that I owed {$0.00} for the month of XXXX. Concerned, I spoke with a representative who stated that I actually owed {$2400.00} to keep the mortgage current and avoid foreclosure. When I asked why we had not been contacted regarding how much we owe, and why it wasn't on the telephone prompt to pay, I was told that it was likely because the company " wanted me to call and speak with someone about it ''. My husband and I were able to make the payment on XX/XX/XXXX. At that time I was told I would not owe XXXX 's payment and that payments would start again in XXXX. The representative I spoke with informed me that the underwriters had put in a request just an hour prior to my calling for my 2 most recent tax returns, to fill out a mortgage assistant application and XXXX recent pay stubs. I was also informed that the " XXXX deferral case had been removed ''. I then received a letter stating that my mortgage was being sold to XXXX XXXX XXXX as of XX/XX/XXXX. When I called and asked why, they said it was normal for mortgage companies to sell mortgages and they did it all the time. I asked if this would affect my credit, they said they were unsure. They also stated that they were unable to tell me about the transfer in services until after the letter was mailed on XX/XX/, meaning my loan was being transferred prior to making the {$2400.00} payment to bring the account current. I called and added my husband as an authorized third party on the XXXX as well so he could call and ask questions about our mortgage. He was informed that we did not have to fill out the mortgage assistance application or send in other financial information at that time. I called right after he spoke to them and was told the same thing. Meanwhile, we have received 2 letters requesting financial documents and the mortgage assistance applications. The most recent one was sent on XX/XX/23. I have been on the phone with Wells Fargo almost daily to ask why the three months ( XXXX, XXXX and XXXX ) were not deferred as our previous deferment had been processed and why those three payments were not simply moved to the end of the loan period. Nobody has been able to give me an answer other than telling me that I owed them 2 months worth of payments to qualify for those payments to be moved to the end of the loan. I was never contacted about owing 2 payments, not by phone and not by letter. I also keep getting letters stating that the deferral is being processed now for the month of XXXX. When I spoke with someone on Friday, XX/XX/23, they told me I still owe XXXX 's payment, they weren't sure why I was told I didn't, I still need to fill out assistant applications and that the loan was current. I asked to speak with a manager as every single person I spoke with would make little comments such as " this makes no sense '' or " I'm not sure how this came to be ''. I spoke with a manager on Friday, I can not remember her name, and we were disconnected but when I called back there was a note on my account stating it was " under review ''. Prior to being disconnected, she informed me that it would have been that my account was delinquent. I told her I was literally just informed that I was not by the previous agent, to which she responded " Well I can't just trust your verbage on it ''. I reminded her that she had my account pulled up in front of her, supposedly, and that she could determine if I had missed a payment ( Which I NEVER have ) and she said " I still can't tell if you did or didn't. '' I did receive a call yesterday and today from XXXX XXXX, stating my account is still under review. In the meanwhile, I am unsure if I owe XXXX 's payment, my loan is being transferred to XXXX  and I still have no idea why my deferral was not completed, reviewed or discussed with me prior to all of this and which months the {$2400.00} covered. I decided to send a complaint as I have been made aware of Wells Fargo 's numerous legal issues and the mishandling of loans.

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 monetary relief