Consumer complaint received 2018-02-08
Company: WELLS FARGO & COMPANY
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We filed a complaint against our mortgage lender Wells Fargo with your organization about three weeks ago, CFPB Case # XXXX. We were complaining about how Wells Fargo has continually put us through a paper chase and shuffled us from department to department and failed to give us the opportunity to be reviewed for any homeowner assistance programs. After filing the complaint, Wells Fargo did reach out to us and led us to believe that they were willing to consider us for homeowner assistance options based on our current financial circumstances. We were also told that they were working on a response to the allegations we made in our complaint. We were shocked when just a few days after sending our package of financial information in that Wells Fargo responded, and said they will not even look at our information. This is hard to believe, this is a bank that received over {$30.00} billion dollars in government bailout funds. This is a bank that has continually kicked the can down the road and has obstructed access to government and internal programs designed to help homeowners. We have been financially stable for the past couple of years and we have the means to make a reasonable mortgage payment. The issue is that Wells Fargo will not even LOOK at our current and correct financial information to determine what programs we may qualify for. This is wrong, they are not following the rules or the guidelines and need to conduct a review of all available programs and then provide a detailed breakdown of each program we were reviewed for as well as the information used to calculate income and expenses etc. 

Due to a workplace injury I was on workmens compensation at a reduced pay rate for a few years and have tried to apply for these types of programs. I have repeatedly gotten the runaround from Wells Fargo who constantly changes contacts, loses paperwork and transfers our calls from one end of the bank to the other with no cohesion. As a result, we are now facing foreclosure. This is further cause for concern because Wells Fargo has ignored the laws of the state of Delaware and failed to allow us the option of state monitored mediation. I have been back working full time for the last two years and my wife works as well. We occupy our home with my XXXX-year-old son and XXXX-year-old grandson as well as my daughter and her husband. We can afford a fair and reasonable payment, but Wells Fargo wont even give us a set at the table. This is a bank that received over {$30.00} billion dollars in tax payer bailouts and recently was involved in highly publicized cases of consumer fraud. They continue to engage in this type of behavior and it is harming the residents of the state of Delaware, including my family! That is my complaint. We want answers. We need to be reviewed. We need answers as to why Wells is refusing to engage. We want to fix this problem. Based on our current income we have the means to make a reasonable payment.

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