Consumer complaint received 2021-01-08
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
wells Fargo loan number XXXX customer XXXX XXXX situation : wells Fargo forcing me to sign a loan modification without my request and wrong communication towards payments that may have forced me into an account delinquency and foreclosure. 

I request an investigation to open against wells fargo pertaining to the above mentioned loan number which is for the property occupied and owned by me in XXXX texas. 
In these difficult situation of pandemic where government has offered leniency to public for home mortgages and lease wells fargo was deliberately forcing me to sign a mortgage assistance application which i had never requested and i was never communicated or explained about. 
it all started when in 2020 we underwent the situation of pandemic i had requested a forbearance of 3 months which was XXXX XXXX and XXXX. In XXXX i resumed my payments with a request of amount to be pushed back towards the end of the loan for a deferred no interest amount at the end of the loan. This was a very easy process by wells fargo. 
In XXXX i requested another forbearance which was an easy process as well and my account was in forbearance for XXXX XXXX and XXXX. I called wells Fargo mid XXXX asking to set up my account for resuming payments in XXXX. 
i was advised to call at the end of the month to have the account set up for payments. When i called in the last week to setup payment options for resuming my payments from XXXX the agent connected me to the preservation department where the agent after a few simple questions assured me that my payments will resume from XXXX and my forbearance amount for ocotber XXXX and XXXX will be pushed back towards the loan again for deferred no interest amount at the end of the loan. My account was set up for automated payments starting XX/XX/XXXX for every XXXX of every coming month. 
On XXXX second i called again to make sure everything was aligned and if the bank needed anything from me when the representative connected me to the preservation department where another agent informed me how my account was put on pause until an application which was sent out by wells Fargo is filled out. I had no idea about which application she was referring. i looked through my mail and found the application she was referring to. There was nothing explained to me about an application except the fact that my payments will not resume until that application was submitted. 
i asked the agent for a confirmation to make sure my account does not under go delinquency as the application she's requesting wall not get to the bank before the XXXX nd the account was setup for that date she kept on saying that no payments will be withdrawn or an action will take place until the application gets submitted and an underwriter reviews it which alarmed me a little bit as underwriters don't work on getting payments resumed. i was rather more worried for my payments to get resumed and on time so i didn't worry about the underwriter part neither did i pay mind to the application letter that came along with that application as i just wanted to have the application rushed to avoid any delays for my payments resumed. While in between luckily a friend who is in financing had called and i spoke to her about my concerns of how all i wanted to do was resume my payments and instead wells fargo is having my fill out some assistance application to be submitted with my paystubs and other inquiries in regards to my finances where an underwriter needs to review it again and i was feeling very uncomfortable with this entire process to just have my payments resumed. she further advised me to call the bank and ask what this application was about and to make sure that they were not forcing me into loan modification. it was XX/XX/XXXX and my payments were withdrawn as well. in my head i was a little relieved that XXXX be the agent was wrong about my account being on pause for any activity. 
i called the bank again to verify that the payment withdrawn was for XXXX month. the agent answered and informed yes the payment was withdrawn however instead of being applied to the XXXX month it was applied to XXXX i was very upset as i had specifically requested to pushed the forbearance months to be pushed back towards the end for deferred no interest. i was again forwarded to preservation department and from there i heard another story that deferred no interest option was just a one time option for forbearance which didn't make sense and contradicted the whole point of forbearance which made me think any payments i keep on making will be considered late as the automated payments will automatically apply to those forbearance months which may end up ruining my all years of hard earned credit and may push me towards a foreclosure for having a delinquent account. in between XX/XX/XXXX and XX/XX/XXXX wells fargo collected over XXXX us dollars which in these difficult times i was saving for my rainy days along with forcing me to sign a loan modification without educating me on.

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