Consumer complaint received 2021-12-27
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Complaint against Wells Fargo Home mortgage It has been a nightmare working with Wells Fargos home mortgage representatives since XX/XX/2021. Wells Fargo has been giving me a run around from the beginning of the modification to XX/XX/2021 when they removed my home from modification without my knowledge. I called and requested for my home modification on XX/XX/2021. The struggle started with XXXX XXXX who I explained that I was still going through hardship, but as FHA loan borrower, that I would like to take advantage of some of the covid-19 loss mitigation options to assist me to catch up with my mortgage payments. She acted as she did not know what I was referring to. She said that she did not know anything about that. I started to read her the FHA covid 19 loss mitigations. I told her that it was there sitting in Wells Fargo website. I mentioned to her that I could take the advantage of the loss mitigation that give borrowers 25 % reduction in principal and interest. After a long battle with her about this option she finally put me on hold for another long-waited time and came back to say they could not achieve that. I asked why, she gave these explanations that I did not understand. I told her that it seemed that Wells Fargo had already predetermined how to modify their customers home to favor them ( Wells Fargo ) not considering what the customers were going through. After spending hours on the phone with her without reaching nowhere, I asked her if they would let me know how they reach whatever decision and option they chose in the modification. She said yes that they would let me know before I sign anything, if I did not like it, I can dispute it. 
Sometime in XXXX, I received a mail from Wells Fargo, the letter was asking if I was still working with XXXX XXXX XXXX. I did not understand the question. So, I contacted my Home Mortgage Specialist XXXX XXXX for clarification. A day or two days later he contacted me back. So, I asked him what XXXX XXXX XXXX meant. He threw the exact question in the mail back to me. I said I was not sure what that mean, but I was working with Texas Emergency Mortgage Assistance Program ( TEMAP ), Which I sent you ( Well Fargo ) the documents they needed to sign in order to complete the program, and Wells Fargo had not signed the form. He said it was TEMAP, so I said yes that I was still working with them. Then I asked him is that it he said yes that he would make the note of that. The conversation ended. On XX/XX/2021, I contacted Wells Fargo, spoke to XXXX who stated that they removed my home from modification. I asked why, she said for not providing information. I asked what information that was. She replied that it did not say. Then she asked me if I want them to put it back. I said that I want to know the reason why Wells Fargo took it off the first place without letting me know. She said that she would transfer me to the department that would help me pay my past due mortgage. I asked her what department she wanted to transfer me to, she did not say, but kept saying the department that would help me pay my past dues. I asked her for the number to the department, she refused to give it to me. I explained to her that I needed the information in case if I got disconnected in the process. She said she would be with me until someone answered. So, she put me on hold. Finally, someone identified herself as XXXX XXXX came on the phone. I explained the whole situation to her. She gave me a case # XXXX. Ph. XXXX XXXX XXXX. She said that they would look into it and someone would contact me. In XX/XX/2021, another representative called me saying that her name is XXXX XXXX she was the person to look into my case. I explained to her what I had been going through with Wells Fargo. She said that she would look into it, that the estimated resolution time would be XX/XX/2021. While I was waiting for the resolution, On XX/XX/2021, Texas Emergency Mortgage Assistance Program ( TEMAP ) sent me an email stating that they have paid Wells Fargo 6 months mortgage arrears from XXXX to XXXX plus one month of my past due in XXXX. This payment was made to Wells Fargo on XX/XX/2021. They never informed me of that. So, I called XXXX XXXX to confirm the payment because he was the person working with me on TEMAP, he did not answer. I left a message, but he never returned my call. I requested to be transferred to XXXX XXXX because she was handling my case. They gave me a message that she would call me back. Later that day, she called me stating that she had looked into my case that Wells Fargo took the right action. Then she said that they removed my modification due to no provision of information. I asked what information, she said that I did not provide a document from TEMAP and that a letter was sent out to me on XX/XX/XXXX in that regard. I explained that I got the letter, and I was confused about what they were requesting, then I called XXXX XXXX my mortgage preservation specialist who asked me the same question in the letter they sent me Are you still working with state care act, of which I was still confused, I asked him, do you mean TEMAP, he said yes. I told him yes, He said OK, that he would make a note of that. I asked him is that all. He said yes. He never mentioned anything about any document. XXXX did not acknowledge my explanations. Then she said that I still have to provide the document to show the completion of the program. I told her that TEMAP only emailed me that they have paid my arrears On XX/XX/2021, that I did not have any other document that they ( Wells Fargo ) dont have. During the process of TEMAP issue, I received documents ( Mortgage servicer form, XXXX authorization form and W-9 ) from TEMAP to email to Wells Fargo to complete and sign in order to pay my past due mortgage, I emailed Wells Fargo these documents On XX/XX/2021. Wells Fargo refused to sign the documents until TEMAP decided to override the documents and went ahead and paid them, yet they removed my home from modification. 
I emailed a complaint to the CEO of Wells Fargo XXXX XXXX at XXXX on XX/XX/2021, in regard to the problems I was having with Wells Fargo home mortgage, but he did not respond to my email. On XX/XX/2021, I sent the same email to XXXX XXXX again and Cc XXXX I still did not get any response from any of them. Please I will appreciate it if would help me to see a resolution to this matter because I believe that Wells Fargo is working hard on their part to see that my home is foreclosed. They dont care about what a customer is going through as long as they make their money. 
Thank you for your help Please send this complaint to the Federal Reserve Consumer also if it is possible.

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