Consumer complaint received 2022-01-04
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Prior to this, the payments had always been made. 
I am a widow. 
All this happened when my husband passed away after a long term battle with XXXX and a strange XXXX that he acquired at the hospital which caused his XXXX to fail. There was no CoViD testing at the time. I lived in the hospital for over 3 months in his final day. He was going to die in the hospital. We came home on Friday and he passed on Monday XXXX week. 
The lender has refused to acknowledge the payments and make sure my payments were reported in my name at the CBR. 
A modification was turned down without me knowing. 
I paid someone to assist me and nothing was done. 
I am a senior citizen. 
I keep being asked for a profit and loss which I have none. 
The house has been falling apart. 
The HVAC unit had to be replaced, the walls repaired, the light fixtures. 
I had a woman that took advantage of my state of mind when I was staying with my daughter since my husband passed away at my house. She was to assist with bills and maintained and she did none of that. She changed the mailbox key. I wasn't getting my mail and notifications. She was supposed to assist with the financial aspect of the property. 
I was never served in a timely manner. The woman was served and never informed me. It was a mess. 
The lender is making me sale my property vs providing a stipulation agreement. When the account was {$14000.00} behind, the lender refused to mitigate. They prayed on my vulnerability and try to squeeze any equity of the home. 
The lender know that I am on fixed income since my husband passed. My monthly social security is {$1300.00}. I have to pay to pay own health insurance. 
The lender could have : A repayment agreement with an escrow shortage spread of 60 months A Forbearance A Deferment A Recast An Extension A Modification An assumption Accept a Payment and complete a deferral... 

NO ... .The lender decided to pray on a XXXX  widow with a XXXX XXXX during CoVID and referred it to an attorney to charge extra and just take money from wherever. 

Then I was advantage by another man who you were allowing to make decisions on an account that you will not allow to assume. 

I have the letters that I have sent. I sent the financial statements. 
I worked for XXXX XXXX and CoVID has impacted me financially. 

The maturity is is XXXX... the lender could have completed a modification lowering the interest and completed a recast so that I may live and die where my husband, who I met since I was 18 years of age, lived and died. 

But no, I have been taken advantage. I have paid people to assist me when I could not think for myself. 

The lender does not care... saw that equity would be used to pay however many blindly hours the attorney bills and get my out of my home. 

A squatter was served. 

No Mediation was ever scheduled. 

A Special Point Of Contact was never really assigned to me .... Nobody answers. I've been on hold forever, the person is longer the department, no longer in the company. 

I have physically gone to a Wells Fargo bank to fax the documents since they continue to deny the receipt of my loss mitigation package / documents.

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