Consumer complaint received 2020-11-27
Company: WELLS FARGO & COMPANY
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XXXX, XXXX and XX/XX/2020, I took advantage of COVID-19 mortgage deferment with my mortgage company, Wells Fargo ( aka WF ). I was initially informed not only my P & I but my Escrows would be deferred until the end of my loan, therefore I made Escrow payments in XXXX and XXXX so they would not get behind. 

XX/XX/XXXXXXXX  I made an Escrow payment over the phone with XXXX in the amount of $ XXXX/conf # XXXX and then spoke with XXXX who told me my regularly scheduled mortgage payment would resume in XXXX. Deferred COVID related payments would be due at the end of my loan in a lump sum payment. 

XX/XX/XXXXXXXX  I attempted for over 30 minutes to try to find a way on line to STOP my loan being in deferment. I could not, so I FAXED a request to Wells Fargo on XX/XX/XXXX. No response. 

On XX/XX/XXXXXXXX  I spoke with XXXX XXXX, XXXX XXXX who told me the Escrows are included in the deferment and I informed her I had made separate Escrow payments on XX/XX/XXXX {$810.00} and XX/XX/XXXX {$750.00}. I made my first resumed full mortgage ( including escrows ) payment with XXXX over the phone. I informed XXXX of the letter I faxed and again informed WF I wanted the deferment STOPPED. 

At some point after XX/XX/XXXX I spoke with XXXX XXXX of WF and informed him of my great frustration with XXXX, AND ONCE AGAIN ASKED FOR THE DEFERMENT TO BE STOPPED. Nothing. 

I sent an email to WF on their website XX/XX/XXXX reply from XXXX XXXX of an unknown dated stated, 'Your email has been forwarded to a Customer Care and Recovery specialist for review and response. I was supposed to receive an email within 48 hours. None, that I recall. 

XX/XX/20 - form letter from WF sating, 'Due to the COVID-19 crisis, we've provided you with the short-term payment suspension ( forbearance ). We are legally required to send yo the enclosed letter. This letter is for your information only. You do not need to do contact us as there is nothing for you to do right now ... We will contact you near the end of the forebearance to review your financial situation and discuss options. ' Home Preservation Department, WF. 

Received letter XX/XX/XXXXXXXX  from XXXX XXXX, Sn VP of Wells Fargo XXXX XXXX which SPECIFICALLY STATES they will have a response to me by XX/XX/XXXX. 

XX/XX/XXXX WF had documents hand delivered to my home to sign for FHA COVID-19 Partial Claim in the amount of {$4600.00}. I refused to sign them because I had made Escrow payments earlier in the year ( as mentioned above ) and that amount represents my mortgage for 3 months PLUS Escrows - and THAT IS NOT CORRECT - so I refused to sign the documents. 

XX/XX/XXXXXXXX  I Faxed ( XXXX ) a letter to WF informing them of ALL of the details of why I did not sign these documents and that they had also sent me a letter dated XX/XX/XXXXXXXX  stating, 'I have an overage in escrows of {$1600.00}. Because your loan is DELINQUENT this overage will be held in your escrow account. ' Yet they chose to increase my total monthly mortgage from {$1500.00} to {$1500.00}. I also informed them they are HOLDING MY MORTGAGE HOSTAGE and I am UNABLE TO REFINANCE MY HOUSE AT HISTORICALLY LOW RATES because of this debacle of making a long-term mess for simply choosing to utilize the COVID mortgage deferment program for 3 months ( not including escrows ). 

I received a letter from WF dated XX/XX/XXXXXXXX  stating, 'Thank you for reaching out to us ... their goal is to respond by XX/XX/XXXX. This one signed by XXXX XXXX, Senior VP. 

XXXX & XX/XX/XXXX I attempted to return a call from WF/XXXX  XXXX XXXX ex XXXX and I sent another fax to WellsFargo because XXXX was trying to reach me during my work hours. I am a XXXX XXXX XXXX and am doing XXXX from home during the Pandemic. I CAN NOT do personal calls when I'm XXXX  XXXX. 

The Icing on this cake is I received a letter from WF dated XX/XX/XXXXXXXX  stating, 'We want to let you know that you have been removed from the mortgage assistance review process. This is because : A mortgage assistance offer can not be finalized until the signed documents are returned and we have not received your signed agreement. ' AND THEY ARE NOW THREATENING ME WITH FORCLOSURE!!!!!!!! 

I HAVE NEVER ONCE RECEIVED A RESPONSE FROM WF by Fascimile, which they obviously HAVE my fax number! I have more form letters from WF on other dates not mentioned in this complaint saying they will respond by such and such date - DOESN'T HAPPEN. 


MY MORTGAGE IS BEING HELD HOSTAGE by Wells Fargo. I am being prevented from taking advantage of excellent refinancing rates BECAUSE MY LOAN IS STILL SHOWING AS IN DEFERMENT yet Ive been making my payments SINCE XXXX. I AM NOW BEING THREATENED WITH FORECLOSURE. I want any and all repercussions levied against Wells Fargo for the atrocious manner in which theyve been handling, and continue to handle, my mortgage. My mortgage has been with Wells Fargo since the day I purchased my home XX/XX/XXXX AND I HAVE NEVER MISSED A PAYMENT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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