Consumer complaint received 2022-02-23
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was on a COVID Forbearance for my Mortgage with Wells Fargo. In XXXX I called them to inform that I would be ready to start making payments starting XXXX. on XX/XX/XXXX I received mod docs with a first pay of XX/XX/XXXX, documents to be returned by XX/XX/XXXX. This would mean that the loan would not be booked prior to the first payment date. Due to the short turn around time, and because I had stated I was not ready to start payments until XXXX, I called and requested that a new first pay of XX/XX/XXXX be worked. I was told that this would be possible, and I would receive new documents in the mail. XXXX XXXX, Since I had not heard back, I called again to request documents. I was told that they would be mailed to me. XX/XX/XXXX I received new docs, but it still had the XX/XX/XXXX first payment date, to be returned by XX/XX/XXXX. I called again and explained my dilemma with this. How can I have mod docs for a date in the past, and a return date prior to booking? I was told that FHA will not allow a rework. I explained that this was not mentioned previously. I asked for a Supervisor. Spoke to XXXX XXXX ( XXXX ) XXXX XXXX. He too stated they were unable to rework it. However, after explaining that I received the docs after the due date, he stated he would speak to settlement and see if they could rework it. I am not sure why he would be speaking tp settlement to rework, when it was underwriting who would make the decision. Either way he stated he would call me in 2 days. On XX/XX/XXXX I received 2 emails. one that I would be receiving new documents, and the other that a complaint was received and I would hear back prior to XX/XX/XXXX. Since I hadn't heard from XXXX, I called on XX/XX/XXXX. I left multiple voice mails. None were returned. So I called the main number. I was told XXXX had called me XX/XX/XXXX, and left me a XXXX. I explained that I had no XXXX 's. I was told he was off on that day, and that FHA does not allow reworks, and that I would need to send in a traditional hardship app with supporting docs. I stated I was on a COVID forb, and no docs are required for a post covid forb workout. I did not want a traditional mod, but a COVID workout. I attempted to explain to the agent the history of the account. He continued to speak over me, to get all his compliance touch points out of the way. He continued to be extremely rude, so I asked for another sup since XXXX was not in, After being on hold, I was told that none were available, but he would send my complaint for a callback. I also requested that an email be sent to XXXX to call me, since no notes were left on the account regarding what he stated on the XXXX I never received. The agent agreed. It is now XX/XX/XXXX. I have not heard back from any supervisors. I have been dealing with this issue since XXXX. I just want to start paying my mortgage starting XXXX. I am not certain why this is such a huge deal.

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