Consumer complaint received 2021-04-02
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In XX/XX/XXXX, when I was out of work due to Covid 19, I called Wells Fargo, my mortgage holder, to ask if there was financial assistance available. Refinancing was not an option because I was unemployed. Loan Modification was also not an option for the same reason and I was informed it would damage my credit. They told me about 2 options that would be available. One was to defer payments for three months but at the end of the three months I would have to pay the full amount, all three months in one payment. The other option was forbearance. They informed me that both options would be reported to the credit bureaus and would damage my credit.. I told them neither option was viable for me. They said that that would review my account and I could let them know in the future if I wanted to choose either option. I chose neither because they were both more harmful than helpful. Fast forward to XX/XX/XXXX. I had started working again in XXXX and wanted to get information on refinancing because the interest rates were much lower than what I have with Wells Fargo. One of the mortgage brokers I was working with call me on XXXX XXXX at XXXX to tell me that my credit report was showing that my loan was in forbearance and had been since XX/XX/XXXX. I did NOT give permission for this and had NOT been informed about this by Wells Fargo. In all the time I was unemployed, I never missed a payment, short paid or paid late. I called Wells Fargo that day and they set up a case to " investigate '' what happened. The person my case was assigned to never called or emailed and when I left messages for him, he did not respond. I found out who his manager is and started dealing with him directly. There were many, many phone calls that went back and forth and I eventually had to speak with his boss. On XX/XX/XXXX I was told that the forbearance, deferment and all negative comments were removed from all credit reporting agencies. I proceeded to start the refinance application process about a week later only to find out Wells Fargo reported it in forbearance, deferment again. Again it took until XX/XX/XXXX to have the negative comments removed again. According to Wells Fargo it was due to a " glitch in their system. '' On XX/XX/XXXX I decided to call XXXX just to make sure there were no negative remarks. They informed me that on XX/XX/XXXX Wells Fargo reported my loan to be in forbearance and deferment again. I called the manager at Wells Fargo yet again. He told me that he was made aware of the situation on XX/XX/XXXX. He never notified me. He was going to try to " fix '' it without me ever knowing. I received a letter from Wells Fargo, one of many now, stating that the deferment / forbearance remarks have once again been removed from all credit reporting agencies. On Monday XX/XX/XXXX I called XXXX to check my credit report with Wells Fargo and yet again it was marked as being deferred / forbearance. I immediately call the manager that I had been dealing with and again he said he was aware of it but chose not to tell me. Again it is a glitch in their system. I am tired of hearing about this glitch. My Credit is ruined! I have lost my opportunity to lower my interest rate from 4 % to 2.65 % because of their glitch. If I needed to take a loan for medical reasons or anything I wouldn't be able to. He never once said anything about fixing the " glitch. All he does is apologize. I have been in tears, losing sleep, completely full of stress. If they are doing this to me, I'm sure they are doing it countless other people. They literally have me in credit jail preventing me from taking my loan away from their crooked business. Listed below are all the people I have spoken to along with phone numbers. I need help! 
XXXX XXXX Manager Executive Office XXXX or XXXX XXXX XXXX XXXX XXXX Manager XXXX XXXX XXXX XXXX ext. XXXX XXXX XXXX XXXX ext. XXXX XXXX XXXX Team Lead Executive Office XXXX ext.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