Consumer complaint received 2022-12-20
Company: WELLS FARGO & COMPANY
State: MS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
In XXXX, we closed on our first home at XXXX XXXXXXXX XXXX XXXX XXXX with a mortgage from Wells Fargo on {$250000.00}. We bought a foreclosure. 
In XXXX, our youngest adult daughter who lives with us was battling several chronic illnesses and finally ended up being diagnosed with XXXX, XXXX XXXX and XXXXXXXX XXXX XXXXXXXX and then XXXX XXXX XXXX and sadly, all of these XXXX XXXX XXXX XXXX XXXX With that being said, our daughter went into a deep XXXX being XXXX and XXXX and wanted to commit herself to a XXXX XXXX My wife and I were extremely concerned for our daughter 's life and well being and my wife became overly concerned with her direct care and unfortunately, we fell behind on our mortgage payments. We were only 4 months behind ( payments were approximately {$1400.00} per month ). 
We contacted Wells Fargo and spoke with XXXX XXXX, Home Preservation Specialist and consistently only dealt with XXXX XXXX. In XX/XX/XXXX, XXXX XXXX granted us a loan modification and she consistently stated " we are just going to add those payments to the back end of the loan '' and " you can pay it off when you when you pay off your mortgage or when you go to sell your home. This was our first home and we never dealt with mortgages or loan modifications before and our main goal was to keep and provide and keep a roof over our heads for our daughter, we were so relieved that Wells Fargo had offered this loan modification to us. We cried tears of joy because they helped us save our home. 
We decided to put our home on the market in XX/XX/XXXX and I started calling Wells Fargo for our payoff figures and with each and every call I asked for the pay off figures and I specifically asked if this " includes the amount of our loan modification '' and Wells Fargo consistently said " YES ''. The payoff figure is only good for 30 days so I called again in XXXX, XXXX, and XXXX and consistently got the same answer " YES ''. In XX/XX/XXXX, while packing, I came up with the actual loan modification paperwork, so I called Wells Fargo again asking if the loan modification figures where included in the payoff figure, again, they confirmed " YES ''. I called again in XXXX, XXXX and XXXX for the figures as we finally had a buyer for our home and we were due to close on XX/XX/XXXX and start our journey to XXXX  where we were already under contract for a home and had paid an earnest money deposit. We were due to close in XXXX  on XX/XX/XXXX. 
Within 6-12 days to close, the closing attorney for our XXXX  home found a secondary loan or promissory note showed up when they searched the Registry of Deeds in the amount of {$62000.00}!!!! Our original payoff figures consistently provided by Wells Fargo stated our payoff figure to be {$190000.00} and our expected profit from our XXXX  home was {$160000.00}, which is what we had based our home budget for XXXX  on. Now with just 6 days to closing and all my furniture and belongings already shipped enroute to XXXX, we called Wells Fargo again and we stayed on the phone with them extensively for 2 hours to finally speak with a supervisor who ONLY THEN confirmed that we did indeed owe the {$62000.00} and that loan was being serviced by XXXX under HUD!!!! Our potential profit on the sale of our XXXX  home was INSTANTLY cut in HALF and we could NOT purchase the home we had under contract in XXXX, so we additionally lost our {$1000.00} earnest money deposit! More importantly, as were we preparing to move out of state and continue a 4 day journey on the road with our 3 dogs, we have just made ourselves HOMELESS by the time we got to XXXX. 
Fortunately, we found a realtor who was in the process of renovating our current home and offered to sell it to us for {$80000.00}. We have put over {$55000.00} of improvements into the home. We took the home, sight unseen, but we didn't really have any choice in the matter. She cared enough and saved my family. Now, as we have had this home on the market for 6 months trying to get back home to our family, we unfortunately bought a house " in that neighborhood '' and we have had great difficulty trying to sell to get home. We have put in a contingent offer to purchase a house in Maine, given them a {$1500.00} earnest money deposit and that offer is contingent on us selling our home and we NEVER thought we would have this much difficulty selling this home and we would potentially lose the Maine home and deposit and we can't sell and be moving back soon as the seller might be forced to relist his property. We are at his mercy and we are certainly at a point we never thought we would be at in our lives ever again. Homeless without a place to go. 
We truly believe Wells Fargo, their representatives and even their corporate office mislead us through the entire loan modification process and certainly mislead us to believe the figures of {$190000.00} were true payoff figures inclusive of the loan modification amount. We performed our due diligence for 7 straight months to obtain the correct figures, only to continuously be lied to and mislead by every representative from Well Fargo. 
We signed loan modification papers and as they said those 4 missed payments would just be added to the back end of the loan. 4 missed mortgaged payments do not add up to {$62000.00}!!!!! To date, we have had no successful recourse against Wells Fargo, XXXX, or HUD. Financially, physically and emotionally, this has and continues to devastate our family. 
We hope and pray by filing this complaint and information in the news this morning regarding Wells Fargo fine for Mistreating their Customers, we feel this penalty against Wells Fargo certainly applies to us and the situation they have needlessly put us through. Please help us get what is rightfully owed by Wells Fargo by devastating our family. Thank you for not allowing them to continue to do this to their customers!

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