Consumer complaint received 2018-03-19
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am writing this letter to you because I do not understand and I do not like the way my appeal is being handle by Wells Fargo on the discharge of my modification agreement. I can not believe I am going through this with Wells Fargo. I hope Wells Fargo will fall on Good Faith and correct this whole matter. I am a victim of circumstances. 
I called Wells Fargo in XX/XX/XXXX about a modification sent to me in the mail. I asked the rep do I need to prove income to accept this modification because my income is the same. He informed me that if they offered the modification I do not need to prove income. But if I request a modification, l need to provide income information. at that time, I learned that a sale date was on my home for XX/XX/XXXX. I told the rep that Wells Fargo claimed that they were going to wait until my XXXX come through because I was a valued loyal customer. I accepted a modification that started in XX/XX/XXXX. I told the rep that I was going to take a bank statement and do the payments at the Wells Fargo Bank ; I was told that was ok. A three month trial period for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for {$700.00}. When I spoke with XXXX XXXX to confirm me accepting the modification ; I told her of my plans to pay the trail payments via Wells Fargo bank with a mortgage statement. She told me that was fine too. On XX/XX/XXXX, I went to the Wells fargo bank at XXXX shopping center. The Bank teller could not get my information to go through. The Banker could not help me because I needed two forms of identification. My drivers license and mortgage statement would not due. The bank let me use their phone to call wells fargo. I was told that I can use a card with an account number and router number. i told the rep that I had that. So I went to XXXX to put the payment on the card. I spoke with XXXX to make my payment. XXXX told me that the card must have an account number and router number. I told her that it did. XXXX asked for the router number and I gave it to her. Then she acknowledge that it was an XXXX card. I told her yes. I made my first payment with XXXX XXXX on XX/XX/XXXX via telephone. On the XX/XX/XXXX, the money was still in my account. I called XXXX XXXX to see why the money was still in my account. I was told that they do not see any action from Wells Fargo and that they did not see any future pending to come out. I called XXXX back on the XX/XX/XXXX to see why the money was still in my account. XXXX told me that everything is ok, it is not due until XX/XX/XXXX, just give it a few days. I shared with XXXX that I had XXXX XXXX XXXX ; XXXX assured me everything was ok and not to worry. 
On XX/XX/XXXX, I put my second payment on my XXXX intending to call XXXX and do the same transaction as on XX/XX/XXXX. I called my card to check and make sure before I left XXXX that they did deposit my money into my account and that is when I discovered that the XXXX from XX/XX/XXXX was still in my account. I thought it would be better to call XXXX first before calling Wells Fargo. I learned from XXXX that the customer service rep should had informed me that money can not come out my account that way. The account number and router number are only for direct deposits. I told XXXX of the situation this incident put me in. They apologise and told me that they would document my account and the rep will be reported. 
Then, I called Wells Fargo that day at XXXX. Even though XXXX told me to only deal with her, I did not call her first because I did not understand why she did not contact me and informed me that the payment did not go through. I was told by Wells Fargo rep that the payment came back insignificant funds on XX/XX/XXXX and my modification was discharge. I told him that I did not understand why it was saying insignificant funds, I explained everything that had happen and I was very upset. The rep told me that it can be started over and tell my preservation officer ( XXXX ) what had happen. I am still at XXXX and my phone was going dead. I waited until I got home and charge my phone a little before calling XXXX. I called XXXX that day at XXXX. I informed XXXX what had happen and I was told that the modification can be started over. XXXX tells me that my modification is fine, the money was received and my modification was not discharged. Again, I told XXXX that customer service told me that the payment came back as insignificant funds and my modification was discharged. XXXX insisted that the payment did go through and the modification was still good. Then I told XXXX that XXXX said money can not come out of my account that way. XXXX told me to call her the next day to make the present with someone else checking account. 
I know this woman is lying because the money is still in my account! Then I realise why Wells Fargo received a insignificant funds statement because she probably asked for too much money in the first place ; it should had been a statement like can not process or denied. I could not believe this woman deception or is she carrying out Wells Fargo biddings. Please do not tell me this is how Wells Fargo treat innocent customers. 
The only thing I knew to do was get money orders and send both payments by mail. I did not trust to deal with XXXX anymore. My XXXX causes me to be home bond and I could not get to XXXX until my PRP worker take me back their to get my money out. My prp worker took me to XXXX to get my money out. The transaction would not go through. I called XXXX and I was told I had to use a ATM machine. I called XXXX back and told the the machine was giving a hard time ; I was told that my card was probably scratch. But, I was told that I can keep trying to get money out and when the new card comes ( est. time two weeks ) in the mail. I knew I could not wait that long, I had to keep trying to use that card. It took several days to get most of the money off the card at different ATM machines. After all of that, I learned that XXXX will send a check if the companies are on their list. I was told it should not be a problem if they are on the list. Since, Wells Fargo was on the list, I sent the remaining XXXX in that manner. I sent the remaining amount by mail in money orders. I could not get back to XXXX to put money back into the account. It was too much for me to do. I was hurting too much, Back and forth to the ATM machines had put its toll on me and my body was killing me. My prp worker only comes out 2 to 4 times a month. So, I had to keep the money order and send them by mail. I sent XXXX payment this way as well. 
On XX/XX/XXXX, I called Wells Fargo to see what my payment was going to be because the modification amount is always higher than what your mortgage payment is going to be. Or whether to see if they were going to extent the trail payments because of the incident with the first payment. I was told that modification was discharge and I was in foreclosure. I broke down and told the rep everything that I been through and she connected me to the office of the President. I told my complaint again. The next day on XX/XX/XXXX. I spoke with XXXX. XXXX from the office of the President and I appeal to him about the decision and I told him all that I been through. I should not be in default. XXXX. XXXX wanted to work with XXXX and I told him. No, I do not trust her. XXXX XXXX told me someone will call me next week and he will contact me on the XX/XX/XXXX. On XX/XX/XXXX, Wells Fargo reentry department call me. I was told that a sale date of XX/XX/XXXX was on my home. They wanted to know my income. I told them nothing change ; I am still waiting for XXXX. I only get the temporary cash assistance of XXXX from social services until my XXXX start. I was told that there was nothing that they could do for me with that income. I stressed and confused to why there was a sale date was put on my home while my appeal being investigated. I told him everything that I been through. He was confused and began to read the notes in my account. He told me the first payment came back insignificant funds. He did not have any answers. On XX/XX/XXXX another reentry rep called me wanted to know my income and gave me the balance to bring my account up to date. I told her everything and she told me to fax my bank statement to prove I had enough funds in my account on XX/XX/XXXX. I sent two faxes on XX/XX/XXXX consisting of bank statements proving every month payment was in my account on time and it stayed in my account until I started withdrawing from ATMs. Except for the XXXX and XXXX payment was sent by XXXX. The XXXX payment was sent back into my account. The bank statements prove all of that. On XX/XX/XXXX the reentry call me to acknowledge receivement of my the bank statements and he checked the bank statements to see if I had significant funds in my account. He acknowledge significant funds in my account. But, I was still told that it was nothing they could do for me and insisted I needed more income. I contacted the Attorney General I received a letter from Wells Fargo dated XX/XX/XXXX saying : WE ARE RESPONDING TO YOUR RECENT OUTREACH TO US, AT THIS TIME, WE ARE NOT MOVING FORWARD WITH A REVIEW OF THE MORTGAGE FOR ASSISTANCE. WE BASED OUR DECISION ON A REVIEW OF THE MORTGAGE HISTORY, THE RECENT INFORMATION YOU PROVIDED US, AND THE CURRENT CIRCUMSTANCES SURROUNDING THE MORTGAGE. And I received a letter from XXXX. XXXX, Senior Vice President dated XX/XX/XXXX acknowledging my inquiry. XXXX XXXX XXXX was assigned to work on the matter. She requested the date XXXX claimed my modification was not discharge and the money was received. I told her that I will fax the information to her and she said ok. I faxed that information to her attention on XX/XX/XXXX. also in that fax, I request for my modification to be reinstalled and that the payments kepted be honored. On XX/XX/XXXX, XXXX XXXX called me and said they will have a decision on XX/XX/XXXX. I asked her why it would take that long ; she said that they have to listen to billions of phone calls. I asked her did she get my fax and XXXX XXXX said yes. Then on XX/XX/XXXX, a XXXX XXXX called and said she was calling for XXXX who were out sick to inform me that the decision that was due today was going to be postponed to XX/XX/XXXX. I stressly responded no. XXXX told that is when the decision going to be. I informed her that XXXX called me a few days ago and told me a decision was going to be on the XXXX and you calling me letting making me aware that a decision was due on the XXXX and telling me that it will be postponed to the XXXX. ThenI asked her why was my modification was change from 30 years to 40 years. XXXX claimed that I agreed to the change in XXXX and that is not true. I asked for it to be change back and she told me no. Then I get a letter saying I will have a decision on XX/XX/XXXX. Please correct this injustice. If you need the bank statement refax to you, please let me know. 


Sincerely P.S. The money came from family and friends and an uncle who is retired whom offered to paid my mortgage until my XXXX become active. I offered to pay everyone back when that XXXX become active. I still live alone. 

This was my last attempt to Wells Fargo 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