Consumer complaint received 2020-08-11
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had opted to take the option of the forbearance program with Wells Fargo as I was at risk of losing my job. As soon as I heard my job was secure I called Wells Fargo on XX/XX/XXXX and had asked to be removed from the forbearance program. I was then told by the rep I spoke with that I had been taken off the forbearance program and my payments would be put on the back on the loan and I would have my documentation in 30 days. So I started making my payments again, first one made on XX/XX/XXXX. Somewhere on the XXXX someone at wells fargo did something to my account " according to a gentleman I spoke with from the home preservation department '' and I was kept on the forbearance program although I did not request that. As time went on I had decided to refi my home come to find out somewhere in the neighborhood of XX/XX/XXXX form the company I was using my bureau was still showing as in forbearance. So I escalated my case to Wells Fargo executive branch and within a couple weeks I had finally been taken off forbearance and my payment deferred to the end of the loan. With that being said I had been making my payments this entire time XXXX XXXX & XXXX XXXX and they were applying that to the missed payments. Because of being lied to by Wells Fargo from the initial date of XX/XX/XXXX I can not refi my home for 3 months due to the forbearance being removed last week XX/XX/2020. If this was done the way I was told on XX/XX/XXXX by a Wells Fargo team member I would be able to continue my refi today because they require 3 months of payments when removed from forbearance. Now I have to start my 3 month period now instead of XX/XX/XXXX. This directly effects my ability financially to better my financial situation and has now cost my wife and myself a credit pull and as they will have to repull in 3 months. Not quite fair that I am told I don't get to have the documentation that I need yet their employees get to tell their customer whatever they want to and get away with it causing stress and frustration for the ones that pay them money! Just spoke also to XXXX XXXXwall who was getting very irate with me and my request, and telling me that I am asking her to do something illegal which is not true or accurate. I am asking them to do what I was told and should have been done in the very beginning on XX/XX/XXXX. I asked for her supervisor XXXX XXXX XXXX XXXX and she told me she is not going to give me his contact information as it is against company policy to provide me with his information. I asked XXXX to provide me with all the notes in the system that have been written by all the analyst I have been speaking with since XXXX she told me she CAN NOT provide me with those as they are confidential. I then told her that they are not confidential as they are notes regarding MY account and I want them and all of a sudden they would be able to provide them but it would take longer. Just another example of how they are lying and covering their tracks so they don't get caught.

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