Consumer complaint received 2017-10-23
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX I was driving to work and involved in a car accident that was not my fault. This accident left me with a grade 2 XXXX  XXXX XXXX XXXX, and XXXX XXXX. I was placed on 100 % XXXX XXXX, not allowed to work, read, or even watch tv. I contacted Wells Fargo between XX/XX/XXXX and XX/XX/XXXX to make them aware I was unable to work and asked for an FHA XXXX due to my XXXX. The representative on the phone told me that they would not provide any documents to me to file the forbearance because I was " Not behind in my mortgage payments '' and I would have to be 2 month behind to get a forbearance. I made the representative aware this was due to a car accident and I was placed on brain rest, my income was going to suffer because I was on commission and I needed the forbearance until I was able to go back to work. The representative refused to send me, provide me any information or allow me to apply for the forbearance. I ended up using my savings for the next 9 months until I was able to return to work. I was dismissed from my job in XX/XX/XXXX because I was unable to perform the duties it required because of the concussion issues that were continuing, I was then diagnosed with XXXX XXXX XXXX  I was still being treated by XXXX for that condition and my XXXX XXXX XXXX. 

I accepted another position in XX/XX/XXXX than by XX/XX/XXXX we were told we were getting laid off due to the financial collapse. I contacted Wells Fargo again asking them for a forbearance, and again they refused to provide me any documents, or direct me to any place I could apply for the forbearance because I was not behind in my mortgage payments. I advised them I was going to because I was out of my savings. I heard about the XXXX XXXX XXXX grant on the radio and applied for it. Wells Fargo did n't even provide me with that information either. 

I applied for the Grant in XX/XX/XXXX and was approved in XX/XX/XXXX.  By then I was 3 months behind and I had gone to Wells Fargo again asking for the forbearance but they refused because now my income had declined. 

I had my first XXXX XXXX on XX/XX/XXXX, and on XX/XX/XXXX XXXX  called me telling me I needed to bring {$9000.00} to closing on the Grant, which did not add up. I found out that Wells Fargo was adding my back escrows that had readjusted with my house being reappraised. XXXX told me to contact Wells Fargo to ask them to put the escrows behind in the mortgage. Wells Fargo agreed in XX/XX/XXXX to do that. XXXX ordered new updated information from Wells Fargo to close my XXXX. Wells Fargo sent them the information, but they sent them telling XXXX my mortgage payment was {$1000.00} more a month that what my mortgage statement said each month. Although I a kept showing XXXX my mortgage statement and the correct mortgage payment, XXXX requested the " V Card '' from Wells Fargo that kept showing the wrong mortgage payment. This went on for 7 months. I filed my first CFPB complain to try to get someone at Wells Fargo to pay attention and fix the payment on the V Card. It took me filing two separate complaints with the CFPB for someone at Wells Fargo to study and realize that the wrong payment was being placed on the V Card, see attached letter from Wells Fargo admitting the fault. Instead of Wells Fargo trying to help assist with fixing the mistake they made, it caused me to have to bring {$21000.00} to the table to close on my XXXX XXXX XXXX Grant, which in XX/XX/XXXX would have cause me to bring {$0.00} to close on the grant. My income decreased 50 %, I was able to come up with those funds. Wells Fargo refused to help, declined my modification request because of my decreased income and file foreclosure on me in XX/XX/XXXX. IF Wells Fargo would have first gave me the FHA Forbearance after my car accident I would not be in foreclosure with them today. If Wells Fargo had not messed up on the numbers to XXXX for 7 months, my house would not be in foreclosure today. Twice Wells Fargo has caused fault to cause me to go into Foreclosure. 

I filed for Mediation through the XXXX XXXX XXXX system in XX/XX/XXXX and was granted it by the judge. I met with a mediator in XX/XX/XXXX with Wells Fargo lawyer and Wells Fargo lawyer agreed to give me a modification package. I submitted it directly to the lawyer. Every month the lawyer reported back Wells Fargo needed more time. I respond back both to the court mediator and the lawyer that I was not being asked for updated pay stubs, nor bank statements that was very important to have accurate numbers since I was on 100 % commission. It was not until XX/XX/XXXX when my HR department at my job called me for permission to release my XX/XX/XXXX earnings, only XX/XX/XXXX, nothing year to date to Wells Fargo. I contacted the lawyer and the courts and made them aware that the underwriter was not getting up to date ytd income that was extremely important because I was on commission and XX/XX/XXXX is always a slow month in my industry. The preservation specialist I worked with told me I would have to wait to be denied and then rebut the denial with the updated pay stub. When I got the denial I faxed in my updated pay stub. The following week XXXX XXXX Closed their mediation program, Wells Fargo Mediation department contacted me and told me they were CLOSING my file and I would have to RESTART my modification process with the normal modification department. No decision was made. 

When I contacted Wells Fargo to talk to the modification department I was sent to the RESTART department. They refused to send me back to the modification department because I had been denied, but I had not been denied and made them aware of what happened recently. They refused to let me in. I had to hire a lawyer because my XXXX XXXX was generating itself back and I had to go through another XXXX. The stress of Wells Fargo mess ups was a factor to my relapse. 

I went through almost a year of my lawyer trying to protect me in court, until XX/XX/XXXX when my lawyer finally showed the judge the letter from Wells Fargo admitting they messed up on the XXXX XXXX XXXX  grant. Wells Fargo lawyer drew up an offer stating if I dropped the RESPA violation suit against them they would give me {$3000.00}. To me that was blackmail. They knew what they did. 

I had no other choice now but to file Chapter XXXX bankruptcy, where I did have issues making payments in the winter of XX/XX/XXXX after the election causing the interest rates to go up. I had to refile my Chapter XXXX bankruptcy inXX/XX/XXXX, only being fired from my job 2 days later. I contacted Wells Fargo in XX/XX/XXXX and made several request for a loan modification package. They finally gave me on. I worked with XXXX XXXX and made her aware my husband just graduated from college and was getting job offers. She told me she needed an offer letter. We sent it to her and she requested revisions on the letter. My husband had those done, which caused HR to delay his start date by one week. I asked XXXX for a VOE ( certification of employment ) authorization because I knew they would need to get on with his job just starting. All this information was sent in with the first review for the modification. A couple weeks pasted and I got a call telling me I was denied because of income. It did n't make sense to me. Then I found out they did not count my husband income because he had not started, which Wells Fargo knew about in the beginning. I was told I could rebut the denial with his pay stub. I sent his first pay stub in as soon as I got it. It was for one week of work because he started in the middle of the pay period due to Wells Fargo asking for different language on his offer letter. I was contacted within a week telling me I was denied because they could not verify my husband income or hours or full time status. They could have if they would have sent the VOE in that I gave them in the beginning. But Wells Fargo failed once again to properly process paperwork. Wells Fargo then placed a sale date on my house. I called back and spoke with a Manager in the Home preservation Manager, XXXX to complain about what the underwriter did. He said I had a change a circumstances and I could go back to the restart department and just tell them what happened and they would let me back into the modification department. I called the restart department and they refused. They stated it had been 3 years of non payments, which was because of what Wells Fargo did and caused. 

Left with no choice I consulted a lawyer and a private bank and my lawyer drafted a Short Payoff letter to Wells Fargo asking them to accept {$200000.00} now and an unsecured note for the remaining balance, at the same rate and 30 years. In the letter it asked that Wells Fargo to agree to stop the closing date. The letter was faxed to Wells Fargo legal department and emailed to the Office of the President XXXX XXXX. XXXX XXXX tried to go through the Restart department who called me on XXXX at XXXX XXXX, a XXXX XXXX XXXX who stated she had the letter from my lawyer and she was refusing to send it to the liquidation department because I was 34 days from the sale date. I asked what that had to do with anything. She said since it was so close she was n't going to send it to them, she refused she said. I was so upset because I had so many issues with this restart department messing things up. I told her if she read the letter she would see Wells Fargo was to agree to stop the sale of the house so we could process this refinance with the private lender. She said she did n't care, she was n't going to send it to the liquidation department and told me to have a nice day. I called back to talk to a manager and they were closed. I feel they did this on purpose. 

I 'm bringing this to your attention because although I know XXXX XXXX is trying her very best to go around this restart department and get to the liquidation department and she 's trying to stop the foreclosure sale so this can come to a close with me getting another loan, it does n't seem that the higher up mangers, COO of CFO or even the President of Wells Fargo has n't been notified an aware of the issues Wells Fargo caused, the refusal of giving me the Forbearance in the beginning when I had the accident, messing up the save the dream grant, delaying the modification review while under the protection of the Court system in Mediation, and the recent failure of processing my modification paperwork and not reaching out to my husband employer with all the questions that the underwriter had that could have been answered by getting the VOE. I am being discriminated because I am a woman and the loan is only in my name and I 'm being discriminated because I am a XXXX XXXX, and was XXXX.

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 non-monetary relief