Consumer complaint received 2017-10-26
Company: WELLS FARGO & COMPANY
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern : I am writing to you because we are running out of options to save our home. Last XX/XX/XXXX, I was laid off from my job. We just moved in to our ( what we thought would be our forever home ) home in XXXX that XX/XX/XXXX. Our first mortgage payment was in XX/XX/XXXX, which we made. Then to my surprise, I was laid off. This was a shock and unexpected. I contacted Wells Fargo right away and they put us on a mortgage forbearance plan for 12 months. 

During that time, I was collecting unemployment for a family of XXXX, which was not enough for us to afford our home, bills, and necessities for our family. We did pay Wells the agreed amount of $ XXXX/month in order to remain under the mortgage forbearance plan. 

I finally found a job this past XX/XX/XXXX. From then until now, we have been playing catch up with credit card companies, utility bills, and any other late fees we incurred during the past 9 months. 

This past XX/XX/XXXX was when our Wells Fargo mortgage forbearance plan came to an end. I had a call with XXXX XXXX at Wells to discuss what our options were moving forward and how we would end up paying back what we owe. At that time, she informed me ( since we have an FHA loan ) we needed to make 4 months of mortgage payments in order to qualify for the loan modification. And, since we didnt, we would need to pay the XXXX back or they would begin the foreclosure process. We were completely thrown off guard with that comment! At the beginning of this so-called mortgage forbearance plan process, NO ONE from Wells Fargo specified we needed to make 4 mortgage payments in order to qualify for the loan modification. If that were the case, we wouldve attempted to pay the required 4 payments and continued with the process. 

As you can imagine, we were very upset at the thought of losing our home that we worked so hard to get in to, and now it is going to be taken away from us ( from my kids ). I did file a complaint with Wells Fargo and the Consumer Protection Bureau ( because we not treated fairly ). XXXX XXXX, from your executive team, reached out. She has been trying to work with us by conducting an investigation of the unfair practices of XXXX XXXX. However, has provided no resolution whatsoever. After the fact, she suggested the same solution XXXX informed us to do pay up or get out. There has been countless attempts to get a hold of them to find out other options and its been difficult connecting with them. This is now shortening our time to resolve the issue. 

I am pleading with you, PLEASE do not kick us out of our home. Please work with us to extend our mortgage as we CAN afford our regular monthly payments now. We can not, however, afford to pay back a lump sum of the arears. We are asking you to put that on the back of our loan. 

My son is XXXX years old and goes to the elementary school in XXXX. We have already taken him out of one school, and away from his friends, to move to our FOREVER home in XXXX. And, now, youre telling us we may have to do that again. 

No one asks to be laid off. No one asks to be misinformed about required payments. This was NOT our fault nor do we feel we should be removed from our home. We have the right to be here. Please work with us so that we can repay the amount we owe over the course of additional years tacked on to the back of our loan. 

XXXX XXXX

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