Consumer complaint received 2020-10-07
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
There is no doubt in my mind that Wells Fargo is a shady company who has set me up to take my house. I was OFFERED a loan modification program by Wells Fargo in early 2020. I received the loan modification paperwork around the time the pandemic started and the country was shut down. At that time, I was a XXXX  who was instructed to XXXX XXXX for the remainder of the school. I had to get the loan mod paperwork notarized, but I am XXXX with some health issues and was concerned about contracting the virus, so I asked Wells Fargo if I could get the paperwork notarized when there was no longer a pandemic, as at that time I thought the pandemic might be short-lived. WF assured me I could do it later, and to just keep making monthly payments. The pandemic didn't get better. I live between XXXX and XXXX, NJ, and numbers have been consistently bad here. Every month when I called to make the payment ( always being put on hold at least an hour or more before the payment could be made ) I inquired if not getting the papers notarized could jeopardize the loan modification. Every single month I was told that it would not. When I called in XXXX to make the payment, I was informed that I no longer had a loan modification with WF because the paperwork did not get notarized. I was shocked as WF had assured me each month that it could wait. I was given no warning whatsoever that they would do this. WF could have told me that I would lose the loan if the papers weren't notarized. I was NEVER told that. WF didn't have the decency to even contact me. I only found out about it because I asked about the loan mod when I made a payment. I received a letter from WF a week later informing the loan mod ended. When I checked my mortgage statement, I discovered WF had added over {$10000.00} to my statement, and claimed the amount was overdue. Now the overdue amount is stated at over {$95000.00}, even though I made a payment every month. In XXXX I requested that the case be reviewed in the executive office and although I was told I'd be given an answer in 10 days, it is now XXXX XXXX, and I'm still waiting. Every time I call the executive office I'm told something different. On XX/XX/XXXX, I called the ex office and asked to speak with a supervisor. She advised me to get my original paperwork notarized ASAP and mail it to WF. I did that the following day. I called WF 2 days ago and they claimed they hadn't received the paperwork yet. I called the ex office today and spoke with a man who checked and told me they had received my paperwork. He said he'd transfer me to the case worker who could provide more info. When I spoke with her, she claimed FW had NOT received the paperwork. When I asked to speak with her supervisor, I was also told the paperwork did not arrive. I requested that she overnight me another copy of the paperwork so I could get the paperwork notarized again and this time I would get confirmation when they received it. She would not do it. I have a copy of the original notarized paperwork, but was told WF will not accept anything but the original copy. They won't allow me to fax or mail the notarized copy even though I had it notarized at a Wells Fargo Bank. Two days ago, I was told for the FIRST TIME that the loan mod would only be reinstated if the mortgage lender approved. So why was I never told this previously, like every month when I called to make a payment and inquired about the papers being notarized? I firmly believe that Wells Fargo is incredibly dishonest when dealing with their customers. Wells Fargo also put me on a loan suspension program, even though I didn't ask to be placed on it and I haven't missed a payment. This is a program that has something to do with people losing their jobs due to the pandemic and it doesn't apply to me. I believe this entire fiasco has been a ploy to take my house. I would never recommend Wells Fargo to anyone and wish I had never done business with them. I had no idea they could be so corrupt.

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