Consumer complaint received 2018-07-04
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX - we were informed that we needed to be out of our home of 20 years. They wanted us out in 2 days but we took 4 days. We don't know who the company is that kicked us out and we did not know that we had been foreclosed upon. In fact we got a XXXX from Wells Fargo that stated they had foreclosed on us on XX/XX/XXXX on XX/XX/XXXX. We never received any certified letters from Wells Fargo. 
Here is our history : *XX/XX/XXXX we moved into our home at XXXX XXXX XXXX XXXX, XXXX XXXX, CO XXXX. 
*XX/XX/XXXX XXXX ( my husband ) fell out of our top floor window while trying to clean out the gutters after a blizzard. He was unable to work fulltime for 4 to 5 months. At that time I was a stay at home mom only working part time jobs. Because of the medical bills and the lack of work we started to accumulate debt. In XX/XX/XXXX/XX/XX/XXXX I went back to work in a career role and XXXX was back at work fulltime. 
*Because of our debt we refinanced through Wells Fargo Financial Advisors in XXXX XXXX which is no longer in business. In hindsight we feel like we were tricked into a high interest mortgage by them. Our interest rate was 9.63 % fixed on a {$400000.00} mortgage. Our monthly payment was {$3300.00} a month and we paid our payments to : XXXX   XXXX XXXX, XXXX XXXX, NV XXXX. This was signed on XX/XX/XXXX. Our goal was always to refinance that loan as soon as we could. 
*In XX/XX/XXXX, of course, the economy took a downturn. Because XXXX ( XXXX  ) was working in an XXXX ( XXXX XXXX ) that was highly impacted I took of loss of income from XX/XX/XXXX until end of XX/XX/XXXX reducing our income. 
*In XX/XX/XXXX XXXX went to work for XXXX XXXX XXXX where I am now. 
*In XX/XX/XXXX XXXX was laid off by XXXX XXXX XXXX unexpectedly. He had been employed with since XX/XX/XXXX. He worked for a friend 's XXXX  company as a XXXX XXXX and was underemployed. He went back to work for XXXX in XX/XX/XXXX. 
*We tried multiple times to refinance through Wells Fargo . They kept saying they were working on it. 
*When the HARP loans became available we tried to get Wells Fargo to help us with that with no luck. We also contacted a mortgage broker and were unsuccessful. 
*In XX/XX/XXXX we received a registered letter from Wells Fargo stating that they would foreclose on us if we did not get up to date by XX/XX/XXXX. We took money out of our retirement to get us up to date. 
*Even after we took measures to save our home Wells Fargo still would not refinance us. They were more interested in making money than treating us like people. 
*XXXX  had been in contact with Wells Fargo about refinancing on a regular basis. He was shocked when we were kicked out of our home because he thought they were working on refinancing so it was ok that we were not up to date on our mortgage. We would have taken more money out of retirement to save our home but we were not given the chance. If they would have refinanced us we would have had no issues paying our mortgage and investing more money in our retirement. For the {$3300.00} a month our mortgage was we could have lived in an {$800000.00} home. 
*On XX/XX/XXXX I called Wells Fargo and they escalated my call to XXXX XXXX XXXX Ext. XXXX. I requesting that she send us all the paperwork including all conversations and correspondence between us and Wells Fargo. We received a copy of the original contract signed. We have called numerous times since then and have been told the papers were sent. Two weeks ago they said they put the documents in the mail again because apparently they went to our home they foreclosed upon. Today is XX/XX/XXXX and it has been 9 1/2 weeks since we requested the information. We are trying to work with a lawyer but have been putting it off until we have this information as well as information about the person who kicked us out of our home and apparently sold it.

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