Consumer complaint received 2023-04-30
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XXXX XXXX XXXX in XXXX my wife and I had a mortgage with Wells Fargo. It was being serviced by America servicing company, I had received a letter stating that we could refinance our current loan to get a much better rate. They were at record lows during this time. I agreed to move forward so the company sent me paperwork to fill out for the refinancing for the lower interest rate. Wells Fargo told me to call them when I receive the paperwork which I did at that time. I was directed to fill out the paperwork have it notarized and send it back my response was there was a Wells Fargo office about four blocks from my house, and I would go there since it was their paperwork. 

So as I arrived at the Wells Fargo office in XXXX Florida, I told the young lady that I was there to fill out this paperwork for refinance for a lower mortgage rate. She said she had not seen that type of paperwork and she needed to ask someone in the back room what to do. The young lady came back to her desk. We move forward with filling out the paperwork as I got to the last few pages it showed when my next payment would be due. The problem is the date was six months earlier than the date that I was sitting in their office as I pointed that out to the representative she again went to the back spoke to someone came back and said thats because the paperwork was processed when it was sent out which didnt make a lot of sense to me but she said go ahead and sign everything we sent it in. We have a team of lawyers that will correct it. They will send you out a new payment book. The reason I went to the Wells Fargo office was because it was their loan and I wanted to make sure there were no issues so I assumed that since they are telling me this was a standard practice I went ahead and signed everything sent it in and it was months before I heard anything back. I had tried calling several times and I actually told them I would make a double payment just to avoid any issues but they said there was no payment to be made. They were still working on the modification. 

After several calls and three months later, I got a letter that stated when my next payment date would be which was again XX/XX/XXXX one week later I received another letter that said my modification was XXXX void due to nonpayment and that I owe them nearly {$10000.00}. I thought for months to try to speak to representative. I got the runaround for several months with many threats to take my home so I hired an attorney, which in the end Wells Fargo foreclosed on my home. I had lived in this home for 20 years with no issues until Wells Fargo contacted me to get a lower interest rate and in the end I feel there was much deception that led to me losing my home when I called to tell them that I wanted them to pull the recordings of me calling and talking to representatives at the beginning of every call, it would say this call is being recorded for quality that supervisor called me back and said unfortunately, none of those recordings exist again feeling nothing but deception.

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