Consumer complaint received 2019-12-02
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Began in XXXX/XX/XX/XXXX Below are the data breaches, student loan scam and Identify theft. Fraud that led to banking account being completely drained and getting behind on mortgage payments with Wells Fargo. We have been customers for 20 years, owned home since XX/XX/XXXX and during that time have never been late, or missed any mortgage payments. 

XX/XX/XXXX : Student Loan Scam-Attorney Generals Office-XXXX XXXX XXXX XX/XX/XXXX-XX/XX/XXXX: Student loan scam Judgment XXXX County Superior Court & FTC FTC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FTC Civ No-XXXX XXXX XXXX XXXX , XXXX XXXX, XXXX XXXX ( Attorneys ) XX/XX/XXXX Data Breach Pennsylvania Department of Education XXXX # , personal info & date of birth MyID  care letter XX/XX/XXXX Data Breach Notice : XXXX, XXXX XXXX XXXX Letter from Med : evolve XXXX XXXXCEO XX/XX/XXXX Identity theft/fraud discovered XX/XX/XXXX beg XX/XX/XXXX Notified Wells Fargo of Identity theft/ Fraud Closed all accounts, had to stop all automatic draft payments Phone call XX/XX/XXXX Filed identity Theft Report FTC Report number XX/XX/XXXX Added documents to XXXX  reports XXXX Fraud Specialist XX/XX/XXXX Updated Attorney General 's Report Student loan scam report XX/XX/XXXX Fraud Report XXXX XXXX XXXX XXXX Fraud Report XX/XX/XXXX Identity Theft/Fraud letters sent to creditors identitytheft.gov # XXXX XX/XX/XXXX Fraud Alert Added to XXXX  credit report Postcard from XXXX XX/XX/XXXX Wells Fargo- Cust serv-stated that I could make a partial payment and then continue making payments even if they were not the full amounts. Due to the fact that the mortgage was behind, the every other week payments could not be made. A full months payment had to be made but partial payments could be stock piled on the account and then when a full payment was reached that amount could be released to Wells Fargo. Partial payment was made-checking account statement Wells Fargo-XXXX XX/XX/XXXX Wells Fargo-Retail payments  department Contacted Wells Fargo as payments were attempted to be made per customer service rep XXXX but were not able to. Wells Fargo seemed to not have any idea what I was referring to. Wells Fargo-transferred to retail payments-this department did not know why I was transferred XX/XX/XXXX Wells Fargo-Disputing incorrect amount-payments Spoke to customer service again as more payments were attempted. Incorrect information-mortgage was paid every other week, customer service stated that they were months not payments missed. Requested documentation. *Documentation was sent, and Wells Fargo customer service read the information incorrectly. As it was not months. XXXX - Wells Fargo customer service XX/XX/XXXX Wells Fargo : Discussed new payment to get caught up program. Customer service explained that there would be a new payment over so many months that would incorporate that missed payments due to the fraud. This was only allowed to do one time so customer service advised that I call back when I was ready to start the program. No documentation and or email, mail sent in reference to this program. Wells Fargo customer service XXXX Wells Fargo- transferred several times, disconnected, given incorrect information. Explained about the program that was offered in prior phone calls and was told there was no such program and or they did not have any idea what I was referring to, Called Wells Fargo for a weeks trying to get to the right department, to set up the program that the previous customer service representative had discussed and or gotten approved. Each time I called, I was transferred numerous times and disconnected. Only to be told that no one seemed to know what I was referring to. Wells Fargo XX/XX/XXXX Wells Fargo Home Preservation dept- Customer service stated that the only way to get any help was to go through home preservation and modify the loan. I stated that I did not want to modify the loan, I want to get current and to see what options there are. Customer service stated that this was the next step. Wells Fargo Home Preservation Specialist : XXXX XXXX Wells Fargo- Spoke with a home preservation specialist, filled all the necessary forms. With details, documentation was mailed : W2s, paystubs, filed taxes and expense records. Wells Fargo-Home preservation XXXX Wells Fargo- Continued to contact home preservation concerning options. Home preservation told me several times that they did not receive any of the documentation that was mailed. Home preservation specialist suggested that the information be emailed. Wells Fargo-Home preservation XX/XX/XXXX Government Program-XXXX XXXX XXXX stated that there may be government programs available, she was not sure what was available in Pennsylvania, She stated that information should have been sent from Wells Fargo-we never received anything and she did not send anything. 

XX/XX/XXXX Wells Fargo-Home Preservation phone calls and through email discussed that we did not qualify for a loan modification due to the fact that on paper it indicates that we were able to make the payments. I explained that we are able to make the payments and that was what I have been trying to do for almost a year. Ms. XXXX explained that all the missed payments had to be paid in one payment as well as all additional fees-which at that time was {$19000.00} Emails and phone calls. Wells Fargo- XXXX XXXX XXXX XXXX Wells Fargo-Spoke to home preservation dept and  they asked if anything had changed. XXXX started a new job, Wells Fargo asked for additional documentation his pay stubs from his new position. Review by Wells Fargo added additional documentation. 
Declined again, this time stating that because Wells Fargo does not take into consideration expenses of the circumstances ie : identity theft/fraud on paper it indicates that we were able to pay the monthly mortgage. 

XX/XX/XXXX-XX/XX/XXXX Re-entry program XX/XX/XXXX Wells Fargo- Spoke to several people in the reentry dept, explaining everything that had occurred within the last year. Mr XXXX stated that he would have XXXX XXXX review the case to determine if it was handled properly. I called back several times after speaking with Mr. XXXX as I could not reach XXXX XXXX ; s-voice mail was full and was associated with another person. Finally, I spoke to Mr. XXXX and he asked me about trying to make a payment-he seemed very confused. Mr. XXXX did not ask for any of the details as to what had happened over the year and just restated that we did not qualify and now the total is {$32000.00}. Phone calls XXXX XXXX sent a letter stating the reason we did not qualify. 

*I thought that he was reviewing all of the misinformation that I had been given over the year. 

If expenses and the extenuating circumstances were not going to be a factor in determining if we would qualify through home preservation, then why did Wells Fargo state that that was the only option and had us go through the process twice? Wells Fargo- XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ) I have followed all directives from Wells Fargo only to be told that the information that I was given was either incorrect or that Wells Fargo did not have such a program. Wells Fargo stated that the only option was to go through home preservation and to modify the loan. Even though I had stated that I did not want to modify the loan, I wanted to get current and continue to pay my mortgage and get current. Based on the information given as to the reason for the non-qualification through home preservation - expenses and the identify theft/fraud was not a factor, Wells Fargo knew that we would have not qualified for the program. Because of this, we have incurred thousands of additional dollars in fees and costs and now in a position of losing our home.

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