Consumer complaint received 2022-11-08
Company: WELLS FARGO & COMPANY
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX I fell behind on my mortgage payments due to divorce, unemployment and health care costs. I was offered forbearance and accepted. I obtained employment and then Covid-19 hit and I was let go. 

I went through the process of loan modification a few times but Wells Fargo always had a reason to cancel and restart. 

In XX/XX/XXXX I was approved and asked my Home Preservation Specialist to assign a notary. I made the appointment and called my specialist to make sure that if I signed these documents on the appointment date, that WF would receive them in time. He responded yes and that once in the notarys hands they would be considered submitted and overnighted to Wells Fargo. After I did not hear from my specialist for a few days, I called him and was told they were not received in time and the process was canceled. This was no fault of mine. Im not sure who was negligent in this delivery of documents but it was not me. 

In XX/XX/XXXX, we completed the process and I was put on a trial payment plan. I made the first payment and the second was due in XXXX. I had to wait to be paid on Friday to call and make the payment via phone with Wells Fargo. When I called on Saturday I got a recording saying they were closed, even though they are listed as open on Saturday. The same on Sunday. On Monday I was told they could not accept my payment because it was the first of XXXX and the process was canceled. 

I immediately started the process again. I sent them my paystubs and and gave my specialist an explanation for the difference in the amount of my wages. When I called back, I was told I was cancelled again for missing documentation and that they could no longer help me. I was placed in Foreclosure. I was then told to contact my state assistance program ( Covid relief ). I contacted the state and they stated that I had to be paid through XX/XX/XXXX and then they could most likely approve me. I then called WF back and spoke to a gentleman. I explained to him that I needed to pay through XXXX and if I had a few days to get the funds from my Retirement Account. He started that I did have time. Sent me the statements for amount owed and told me to call back to pay over the phone. When I received the funds and called WF to pay through XXXX, I was told I was placed in foreclosure and they would not accept a partial payment. They stated I had to pay over {$40000.00} to stop foreclosure. They would not work with me so that I could be approved for state assistance or give me any other options, even though there was not a sale date. 

I have spoken to multiple people in different departments and get different answers each time. 

I have contacted a HUD counselor and after reviewing this information he stated that a trial period is not required per FHA guidelines. Also, per FHA guidelines, there is a 40 year mortgage option. This option was never offered to me by Wells Fargo. 

I am a single mother with XXXX XXXX XXXX and a XXXX XXXX XXXX son. The last few years have been very hard on me. Things are looking better and I am in the position to make my payments. All I want is a chance to do so.

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