Consumer complaint received 2023-05-11
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
This past XX/XX/XXXX, I received approval for a XXXX  Homeowners Assistance Funding in the amount of {$60000.00} to be repaid over time. This funding was to help me keep my home after XXXX  severely affected my ability to pay my mortgage. In XX/XX/XXXX, I filed a complaint against my mortgage Bank Wells Fargo, after they declined my application for a loan modification based on income. In my complaint, I asked Wells Fargo to review my application as I was being interviewed for a job which I was hired in XX/XX/XXXX with XXXX XXXX, as I had new income to report. Wells Fargo refused, even while being investigated regarding my complaint about the Bank misleading me about the date that my application was declined and the time limit I had to reply. In XX/XX/XXXX, Wells Fargo completed their investigation and told me in and letter that I could reapply for Home Loan Modification. When I called to arrange it, I was told no, and my calls began to be routed directly to Foreclosure and payment processing. Several times I had to use a person in payments to transfer my calls to Home Modification, as I was not able to contact this department because they had blocked my number. 

XX/XX/XXXX, I had a gentleman deliver foreclosure papers to my home. I was upset because I am starting a new job after XXXX  but could still lose my home. I worked with XXXX  HAF and XXXX XXXX County Homeowners Assistance Fund to get help, all while having my attorney from Veterans Assistance Program help me contact Wells Fargo. 

On XX/XX/XXXX, I was contacted by XXXX  Housing and Community Development and told that I qualified for Homeowners Assistance Fund. They told me that they had contacted Wells Fargo and that Wells Fargo should be contacting me any day. Wells Fargo called me XXXX days later, and I sent XXXX XXXX everything I had sent to Maryland HAF office to be approved for the funding. She told me that my home preservation specialist for HAF was XXXX XXXX XXXX and that Wells Fargo would move fast because I had given them all the information they needed. If there is a slowdown, it will be on the States side, not ours is what XXXX XXXX told me. 

At this time, received an email from XXXX XXXX stating that she would be working with me. The very next minute, I received an email from Wells Fargo asking if I wanted to have a modification with or without State Funding. I answered and told them, Of course I want to use the HAF funding. I was confused by the email because I did not understand where it came from, since I had been categorically rejected for modifications that I was begging for just months earlier. It is now XX/XX/XXXX, I have sent in all additional documentation Wells Fargo has asked for. 

This week I received a call and then went to the XXXX site. The Caller, XXXX XXXX was Calling to offer me the terms of the home modification loan that I had been approved for. I am now confused because I understood that the XXXX  Office providing my funding would contact me. I ask XXXX if this was including my HAF awarded funding? She said no, this has nothing to do with government funding, this is an offer directly from this Institution. I said to her that I had HAF funding that has or will be applied to my account, so what was this new offer? She said she did not know anything about this HAF. She put me on hold. I went to the HomeTrack site while she put me on hold. There was an offer there ( which I screenshot ), for an expensive, temporary mortgage agreement and it stated that my payments would be temporarily contingent on a three-month trial period. 

By the time she came back to the phone, I had put her on hold and was talking to my Veterans Attorney. It is upon his advice that I am filing this second complaint. I am confused and I feel as though I am being harassed and discriminated against by Wells Fargo. I am an XXXX American Home Owner, a Veteran of the XXXX XXXX and I am in the process of being harassed by Wells Fargo, giving me offers for a modification that I begged for in XX/XX/XXXX, XX/XX/XXXX, and XXXX XXXXnow you want to give it to me, without my HAF support. No, I want my HAF funding applied, and I want my payments to reflect this by resuming payments now. This Bank is becoming a nightmare experience for me. I have been diagnosed with XXXX and the games this company is playing with me, and my home, are only making it worse. As long as I stay on the Foreclosure list, I am called daily by realtors wanting to " help '' they are even calling my children. My life and my family are being harassed because of this game Wells Fargo seems to be playing. 

I feel as if Wells Fargo is being extremely duplicitous on purpose. They are sending me XXXX different signals for the same thing. Why offer me a Loan Modification NOW, after I have begged you for months, and after you have put me into foreclosure? This feels so wrong. I am a consumer. I do not know all the nuances of the Home Mortgage sector, but this can not be a good business practice. Turning someone down for a Home Modification, then sending them into Foreclosure, then taking HAF money, then offering a non-HAF funding modification, which I asked for months ago? 

PLEASE, please assist me in getting my HAF funding applied to my account and getting my payments reinstated so that I can move forward with my life. Thank you so much.

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