Consumer complaint received 2022-03-23
Company: WELLS FARGO & COMPANY
State: NH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I was laid off due to Covid and, as such, my family got behind on our mortgage. When I got a new job, I contacted my mortgage company to settle the outstanding $ XXXX balance in XX/XX/2021. Soon after contacting them my company sent me to Hawaii for several months to bolster fledgling agencies. My daughter moved into the house to keep an eye on it and most utilities, etc stayed in my name. 
Wells Fargo sent notarized paperwork to me to complete in Hawaii, but they sent it to the wrong address... twice. The third time they sent the documents they had already expired and I had to request a new set. The 4th time ( and over a month later ) I received proper documents, had them notarized, and sent back ASAP. I called a week later to see why my specialist hadn't called me with the results of the application to find she no longer worked there. I asked for a manager and was sent to XXXX, who I later found was not a manager at all. XXXX told me Wells Fargo made some huge mistakes with my documents regarding a problem with the notarized documents and he would personally have them corrected and follow up with me the next day. I never heard from him again, and was later told by XXXX XXXX there was no manager there who goes by XXXX. I then started working with XXXX XXXX who told me everything XXXX did with my account was unnecessary and it set me back several more weeks. At this point we are in XXXX and the program for my mortgage expired due to Wells Fargo 's negligence. I then spoke with XXXX XXXX mentoined everything XXXX started was unnecessary and she appeal the USDA 's decision and she said since it was Wells Fargo 's fault there wouldn't be any problems. She escalated the issue when I mentioned the CFPB, which is when XXXX in the president 's office ( I was led to believe ) got involved. XXXX got a message I was upset about how they wouldn't email me ( which I never mentioned ). I took the time to re-explain the problem for what must have been the 5th or 6th time, and she said there was nothing they could do when XXXX stepped in to explain the situation to XXXX who then apologized for the poor service etc and worked with XXXX to repair the damage the company had done. 
I received a call a week later from XXXX stating they have not made any mistakes and I don't reside in the home I own, despite starting the process while living in it, living there more than 9 of the last 12 months, paying current utilities, while having my daughter watch the house for us. I asked why they sent the paperwork to Hawaii 4 times if this was an issue, to which she didn't respond. I wasn't pleased with this decision and she sent my complaint to the president 's office ( this was the third time I've been told that ) and I got an email from them today saying they were looking into my complaint about email communication. I believe this crosses the line from negligence to actively operating in bad faith to obscure their negligence. Please let me know if there is anything I can do to help.

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