Consumer complaint received 2021-09-30
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
( Please do not allow Wells Fargo to close this complaint before it is actually resolved this time. ) Complaint # XXXX was closed by Wells Fargo without them providing all of the information requested. There are also misinterpretations and outright falsehoods in their responses. 
I have the absolute right to have an honest and accurate response to my complaint. 
I have the absolute right to have accurate notes on my Wells Fargo account. 

I have collected the inaccuracies and missing information below. 
I. Inaccuracies in Wells Fargo mortgage account notes II. Review of what is visible on CFPB website ( Complaint # XXXX ) III. Response to file attachment from XX/XX/XXXX ( Complaint # XXXX ) IV. Missing Information ( Complaint # XXXX ) CONCLUSION I. Review of account notes I requested from Wells Fargo Wells Fargo must add notes to my account that are accurate. The first thing representatives do when I call Wells Fargo is review my account notes. When they are not accurate, they must be corrected. 

There are several important inaccuracies in my account notes. 
1. ) This is a note on my account dated XXXX : " CUSTOMER IS NOT ELIGIBLE FOR DISASTER PAYMENT ASSISTANCE DUE TO DELINQUENT STATUS AT THE TIME OF DISASTER DECLARATION '' This is absolutely not true. 
All that is necessary is to look at my Payment History from XX/XX/XXXX through XX/XX/XXXX to know that this is false. 

2. ) See the note on my account dated XXXX I have an approved {$20000.00} grant to help with the forbearance amount. But, Wells Fargo has a grant amount of {$2000.00} in the note, not the actual amount of {$20000.00}. 

Wells Fargo has refused to consider the grant when I have applied for a loan modification. This grant would be applied to the forbearance amount. 

3. ) See the notes on my account dated XXXX and XXXX ( basically the same note twice ) These notes say Re-Entry did not have my documents. This is not accurate. 
I provided all the documents they requested. 
There is contradictory information regarding my HUD representative. First it says they have no authorization from him, then they state that there is a written authorization to release information, all in the same note. 
Also, I have always provided all documents that have been requested in a timely manner. Any statement otherwise is inaccurate. 

4. ) See note on my account from XXXX The name and contact information for a supervisor in the XXXX XXXX was never provided. 

5. ) See note on my account from XXXX I am fairly sure this note was entered by someone named XXXX. 
I tried calling him back at least 3 times during business hours before XXXX. He never answered, and his voicemail was not set up. I could never leave a message for him. 

6. ) See note on my account from XXXX I faxed the request for the underwriter specifics including all the information considered in making a final decsion regarding the loan modificaation. I was told to do by XXXX in Re-Entry, and I faxed the request on XX/XX/XXXX. 
I have still not received that information. 


II. Review of what is visible on CFPB website ( Complaint # XXXX ) Again, Wells Fargo must put accurate information in their responses. 
1. ) On XX/XX/XXXX, Wells Fargo makes a statement, " We`ve been unable to establish contact with our customer, XXXX XXXX XXXX ... '' This is not accurate. 
Here is the timeline ( calls between me and Wells Fargo re : CFPB complaint ) : XXXX WF rep called to introduce herself and provide contact information. 
XXXX WF rep called again to introduce herself and provide contact information. 
XXXX called her back and left a message, saying I received her messages and to call me if she has questions about the complaint. 
XXXX called her after reading the XX/XX/XXXX response ; no answer. I left message of the inaccuracy stated above. 
XXXX called her again after reading the XX/XX/XXXX response ; no answer ; nor return call. I left message of the inaccuracy stated above. 
XXXX called her again after reading the XX/XX/XXXX response ; no answer ; nor return call. I left message of the inaccuracy stated above. 

2. ) On XX/XX/XXXX, part of Wells Fargo 's response is visible on the CFPB website outside of the file attachment. 
( a ) It does not address the in accuracy of the statement, We`ve been unable to establish contact with our customer, XXXX XXXX XXXX ... '', even though I called at least 3 times to have it corrected ( see Timeline in II.1. ) above ). 
Wells Fargo seems to add things on the record to make themselves look better. 
Wells Fargo should be concerned about accurate and complete reporting. 

( b ) It states that Wells Fargo had already spoken to me about the response as of its posting on XX/XX/XXXX. 
This is inaccurate. 
XXXX XXXX XXXX called on XXXX said the response had been posted on the CFPB complaint. I was not home at the time, and I told her I would review it that evening. We did not speak about the response until XX/XX/XXXX at about XXXX XXXX. After talking, we scheduled a time to talk more on XX/XX/XXXX at XXXX, XXXX. 
She was supposed to call me. When I did not her from her, I called her, but she did not answer. I left a message, which included asking her to call me later the same day. 
I have not heard back from anyone. 

Once again, Wells Fargo must not report inaccuracies. 
This complaint was closed before I had a chance to review it and speak to a Wells Fargo representative about it. 
Also, how is it fair for Wells Fargo to be able to close a complaint before their customer even has time to review their response? That should never be allowed. 

( c ) It states that my documents did not meet the requirements ( for a loan modification, I assume ) on XX/XX/XXXX. 
What about the documents sent to Re-Entry after XX/XX/XXXX for re-consideration for loan modification? 
There were updates made multiple times after XX/XX/XXXX, including the {$20000.00} grant from the XXXX XXXX XXXX organization. This grant has not been considered. 
I have faxed a written request for the detail numbers and other factors associated with the denial in XX/XX/XXXX. 
I have not received that information. 


III. Response to file that Wells Fargo attached to the CFPB response from XX/XX/XXXX ( Complaint # XXXX ) 1. ) " Credit Reporting Information '' This is about a note on my account dated XXXX : " CUSTOMER IS NOT ELIGIBLE FOR DISASTER PAYMENT ASSISTANCE DUE TO DELINQUENT STATUS AT THE TIME OF DISASTER DECLARATION '' The Wells Fargo response addressed this as if it were about credit reporting. It was not. 

Someplace in Wells Fargo 's system, my account was designated as " XXXX '' in XX/XX/XXXX. 
How is that possible? 
Check my Payment History from XX/XX/XXXX - XX/XX/XXXX. I paid the full amount due, either early or on-time each of those months. How as my account assigned a " DELINQUENT '' status? 

I am sure this Wells Fargo error is a significant portion of the reason why I have been denied a loan modification. 
I need to know how that error occurred. And it must be corrected in your system and in my account notes. 

2. ) " Re-entry Review Information '' First sentence in third paragraph : " Please note, we did not receive the documents to show that you were now receiving border rental income .... '' This is inaccurate. This information has been faxed to Re-Entry multiple times. 
The last time I reviewed the documents was on a call with XXXX in Re-Entry on XXXX. At that time, she verified that they had what they needed. 
But, if more information was needed, someone in that department could have just called me and asked for more information. 

3. ) " Service complaint explanation '' Of course, it is a legitimate complaint now. 
But originally, it was only a inquiry : a Request for Information in order to understand how Wells Fargo does business. 
An inquiry should not be automatically be labeled a " SERVICE COMPLAINT ''. 

4. ) " Wells Fargo website '' ( a ) It was stated in the response, " Your particular investor only allowed up to 6-months of forbearance. '' I was told on a phone call from Wells Fargo that the investor allowed 9 months of forbearance. So, one of these communications from Wells Fargo is inaccurate. 

( b ) But, this response ( ( a ) above ) still does not address my original question. I did not ask about the number of months of forbearance allowed by the investor. My question was : Why was my forbearance amount not added to the end of my loan, as stated on the Wells Fargo website when I chose the forbearance option? I keep asking this question of Wells Fargo ( this is the fourth time ), and I have yet to receive an answer. 


IV. Things still not addressed in the CFPB complaint I submitted on XX/XX/XXXX ( Complaint # XXXX ) 1. ) This is a note on my account from XXXX : RE-ENTRY REVIEW OUT OF SCOPE I have no idea what this Note means. 
Please provide an explanation of what this means. 

2. ) This part of my request was not addressed. I asked for specifics. 
What were the numbers used to make the most recent decision to deny my request for a loan modification? 
I have the legal right to know the loan amount, interest rate, term, etc. used to come to the decision. 
I faxed a request for this information on XXXX. XXXX in Re-Entry gave me a new fax number ( XXXX ) that stayed busy, so the person at the branch asked me if I had another number. I faxed the request for these specifics on the same day to XXXX. 

3. ) This request for clarification was not answered. 
A few years ago, my account number was changed by Wells Fargo. I asked Wells Fargo : ( a ) Why was my account number changed? 
( b ) What does " XXXX '' before my account number designate? 
( c ) Do all of Well Fargo 's mortgage account numbers begin with " XXXX ''? 
Or do all of Well Fargo 's mortgage account numbers begin with " XXXX '', " XXXX '', or end with " XXXX '' or " XXXX ''? 
( d ) If not, which accounts do? 

4. ) One of the Wells Fargo " Home Preservation Specialists '' offered to " help me '' with a short sale in three different conversations. 
Surely, some type of ethics violation occurred, because I know that Wells Fargo is held to some type of standard in advising its customers. 
To push a short sale in the current housing market was, if not illegal, extremely irresponsible and predatory on the part of Wells Fargo. 

5. ) I requested the name and contact information for a supervisor of the Executive Office representative who did the first incomplete report regarding my initial Request for Information earlier this year. 
I never received the name and contact information. 

CONCLUSION 1. ) Any and all inaccuracies must be corrected in my Wells Fargo account notes. These are what their representatives read when making assessments about me and my loan. They must be accurate. 
2. ) I have asked for some of this information four times. This is information about me, the customer. Wells Fargo must provide all that I have requested.

3. ) I have provided enough information to justify a loan modification multiple times, but I have been denied multiple times. Wells Fargo has refused to lower the interest rate to allow a loan modification, and they have refused to consider the approved {$20000.00} grant toward the forbearance amount.

Please do not allow Wells Fargo to close this complaint before it is actually resolved this time.

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