Consumer complaint received 2021-03-07
Company: WELLS FARGO & COMPANY
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Continuous unfair practices : XX/XX/XXXX fraud / identity theft had caused financial hardship with my mortgage and other creditors. There was a breach to my personal Imformation. The Damage had been done.My XXXX  were still healing from XXXX  XXXX I had in XX/XX/XXXX. ( difficulties to see small print and the computer screen.I had been violated. 

-XX/XX/XXXX after months of advocating and getting some funds back and some over draft fees I was on track to get my mortgage paid ; by this time I was in default. 

-XX/XX/XXXX had a car accident. I was down till XX/XX/XXXX ( Sunday ) I had checks I needed to cash so i could send the XXXX to Wells Fargo .I received a call that My sister with stage XXXX XXXX who lives with me was rushed to the hospital, I picked up XXXX year old daughter from her program, dropped her off home and went directly to hospital. I missed the bank. ( Sunday ) -XX/XX/XXXX ( Monday ) I called the mortgage company and they would not except a payment from me. I explained my situation To the Represenitive and he informed me that I was to XXXX including attorney fees by XX/XX/XXXX. ( Sunday ) I called the bank. I could not send full amount-until i had to cash a couple checks. They would not accept my payment even though i would cash the checks XX/XX/XXXX. Then to make matters worse .... they would not accept my payment. Was this redlining? Due date was a Sunday ....

-XX/XX/XXXX I had a slip and fall ... this put me out totally for 15 days ... I had injured my ribs. I was down I had focus on my why!!! Then I remembered something my baby told me when he was XXXX years old..My baby said you have angels in your outfield just ready to help you, all you have to do is ask. 
So I called the home retention department. Contacted XXXX XXXX neighborhood and though we were all set .. 
XXXX i learned i had an auction sale, I received no paperwork nothing from Wells Fargo XXXX I began to advocate for myself ; no communication this was un ethical ; with the help ofXXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX from XXXX XXXX XXXX i found peace of mind, but the auction was inevitable ; I was being bullied into filing for bankruptcy. 

-XX/XX/XXXX I received notice from the governor of Massachusetts that my Buisness must shut down due to the pandemic ; i followed the instructions ; life is more important than material stuff during the global pandemic. 

-XX/XX/XXXX I received a call from Wells Fargo escalation team and the auction sale was postponed. I didnt file for bankruptcy. 

-XX/XX/XXXX the salon were able to reopen with such uncertainty and making changes to protect myself and clients. By XX/XX/XXXX I am operating at 25 % due to the safety measure and precautions my children are working from home, my tenants have not been able to pay their rent due to lack of employment and/or fewer work hours. I care for my XXXX XXXX  sister and help with my aging mother with the support of my sisters and brothers. 

-AXX/XX/XXXX the salon was still operational at 25 percent, super curly hair requires more time. The law of Massachusetts wants to make sure people have a safe place to live, food to eat, social distance and stay in as much as you can ; life people can not be faulted for things beyond their control. 

-XX/XX/XXXX I spoke to Wells Fargo about status of my loan and next steps. My rep very cordial Explained what needed to do. 
Early XXXX I received the packet from Wells Fargo ; I Contacted Urban Edge and they helped me get the package together and fax everything to Wells Fargo. 

XXXX I and a rep from urban edge called Wells Fargo to make sure they received all the requested documents and the rep that talked to me had judge mental -demeaning tone ... she talked at me, not to me, she talked down to me ; and the more she talked it made me reflect on the experience I had with Wells Fargo a little more than a year ago XXXX XXXX ; I learned I could not talk to them without a second person to vouch for me because I it will always be their word against mine. They can write what they want how want and get away with it especially in underserved communities. After I informed her that I am not an animal, I am a HUMAN and that she will not talk down to me. It took me back to the XXXX scandal where the attorney general had to take 14 of the largest banks to court and Wells Fargo was apart of that scandal .... I watch family, friends and many people loose their homes due to unfair practices. I also stated that Wells Fargo is in litigation right now for Compromising customers information and it just happen that around the same time my identity was compromised. She finished the the conversation professionally but the damage has been done ... I cant stop crying ... I cant sleep ... .I just have to share this ... this treatment must stop!!! I am a human, no matter what it looks like to anyone ... it is not my fault. this Global pandemic took away my ability to get back to the norm of building my business and strategizing when life throws you curve balls. 

But lets look at their history ... see attachments. Still doing unfair practices ... or is it just coincidence.

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