Consumer complaint received 2023-08-14
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
Wells Fargo - NJ ERMA/XXXX XXXX - Asked Wells Fargo for more information before foreclosure as my mothers estate She had XXXX XXXX, XXXX, XXXX, XXXX, XXXX  XXXX XXXX, and was at XXXX XXXX. I was Primary care giver. 2 days after her death at home we discover my wife had XXXX XXXX. Wells Fargo was made aware of this. 
Also, XXXX a hoarder. It took us a while to find all the documents. I contacted Wells Fargo when they informed me that the fixed rate would be changed to an adjustable rate. I needed the documentation for the estate. 
It took NJ Superior Court A while to process the paperwork. 
I have tried to work Wells Fargo them to get this sorted out. 
XXXXEMRA say Wells Fargo has not supplied the document requests- Wells Fargo States they have no active case ( but found one request doc when I pushed them on it ) ERMAXXXX  states it a Wells Fargo Issue - Wells Fargo states it a ERMAXXXX Issue Applied for support via Wells Fargo to stop foreclosure. 
Asked for support via phone and mail - asked for payout and refinance information. 
DENIED I made a good faith payment of the original amount with no response. 
As Per DUAL-TRACKING I submitted a complaint that was denied even though I was working with them on this issue- that's an estate - and HAF had contacted them, but Wells Fargo never responded. 
Offered Short sale on XXXX XXXX XXXX on my parents ' estate. 
Wells Fargo stated in the letter XXXX that I am not available for any adjustments and that a SHORT SALE is their only solution. 
OWED - ESTATE - XXXX ( Wells Fargo )- XXXX XXXX NJ - ( Tax ) XXXX - TAX PAID Sale - ESTATE Home - XXXX - low ( Lawer/Realtor ) Wells Fargo wants to sell the home for the amount owed XXXX - will continue with Foreclosed and Sheif sale for that amount. 
I have had 5 Wells Fargo XXXX XXXX XXXX. 
The paperwork they send out only has a 5-digit number- all extensions are 10 digits. 
Stated they are aware of the issue- not fixed. 
None of them were responsive. 
The new REP I have told me the others no longer work there or are out. Promised to get back to me - no response - 5 calls in the last 3 days to the Rep. 
Wells Fargo has NOT given me a payoff/mitigation number. Even asking for it many times. I am willing to pay off if mitigated. 
Wells Fargo has NOT addressed my application with HAF or helped in any way. 
Wells Fargo has NOT followed the Dual-Tracking or communication rules set by federal law. 
Wells Fargo has denied any mitigation but a short sale for below the home 's value. 
Wells Fargo has not as stated by Federal law responded in a timely matter and provide a single point of contact. 
Wells Fargo has not notified me of my " loss mitigation options '' even though I have been in contact with them. 
Wells Fargo has not given me " direct and ongoing access to servicing personal. '' Wells Fargo has not given me a " Fair review Process. '' and are steering me to a favorable to Wells Fargo. ( Short Sale ) Wells Fargo will not acknowledge that I have made a " good faith '' payment. 
Wells Fargo has not responded to my request for Payoff/Mitigation balance. 
Under the CFPB statue this is not allowed and should be reviewed Thank you Wells Fargo only excepts FAX - no email - XXXX If you find an email- it takes 3 days to process - XXXX 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