Consumer complaint received 2017-08-15
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
we fell behind on payments about 18 months ago. We had modified the loan but continued to struggle due to health issues, loss of employment, and a missing teenage child. We kept in contact with Wells Fargo Mortgage the entire time. After 3-4 missed payments, we called to make a payment and were told to pay full amount. we were unable. We tried to modify again and were denied. Several months later we were sent a letter about being in foreclosure and to call for help. we called and were unable to get help. they also never served us with the foreclosure documents. they left them under a door mat, which we did n't see for months later. We then did some research and decided to apply for a program called Floridas Hardest Hit. We were approved for Florida 's Hardest Hit program and Wells Fargo was notified, during the application process for this program i called wells fargo and notified them of the program and requested an exact statement of everything owed. We received a statement with a balance owing just over 17k, this is what we submitted to Fl Hardest Hit. I received a call on XXXX/17 that they were sent XXXX but i owed an additional $ XXXX.which i had 10 days to pay. i asked where that amount came from since my statement i requested stated XXXX and even had a line item stating attorney fees. I asked for an itemized statement of this {$6900.00} and was told they just had as a balance owed and couldnt help me further. meanwhile. every 30-60 days i am spending {$50.00} to go to court and ask for extension after extension, during this time i kept asking for the detailed balance and what was for. i was told that it was in foreclosure and could n't receive statements. Meanwhile, I turn in all closing documents to Fl Hardest Hit. I receive a letter from wells fargo they receieved approval and discontinue any further payments as they would be getting payments from them. I finally think the nightmare is over and then I get a call 2 weeks later that the payments was returned and they wanted the {$6900.00} first. I finally get a hold of a XXXX XXXX in the customer care team and im told she will investigate. I have 3 other conversations with her that all end in the same way. I finally receive a letter that basically states the {$6900.00} is owed for fees.and escrow. even my past statements included all fees and escrow payments and still there was no balance including the extra {$6900.00}. This is my final resort.I have even contacted wells fargos attourneys office via email and phone several times, asking for this as well as to put the XXXX at the end of the loan, at the end of the program or make a payment arrangment with us. nothing has been done in months. I can not lose my home. I have a sick child on XXXX XXXX, Wells fargo refuses to disclose all fee 's and charges to me. i have to go once again to court and ask for an extension, pay {$50.00}, and get nowhere with the judge or wells fargo. i now have to re-apply and re-do everything for Fl hardest hit since its been so long since original application. They ( wells fargo ) are breaking many FL statues and regulations by not disclosing the requested documents to us.

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