Consumer complaint received 2022-02-18
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY (GA)

To : CFPB From : XXXX XXXX XXXX, XXXX. 

Thank you for accepting my Complaint. 
This is as issue that really should not be an issue, except that my Mortgage lender, Wells-Fargo ( WF ) has me in a circular pattern with the COVID Relief XXXXLoan Forbearance/Deferral program . 

Here is the 1,2,3 of the issue : 1 ) I was on the 18 month COVID deferral. When it ended in XX/XX/XXXX, I resumed my Mortgage payments as per their instructions ( & per the Fed Govt 's instructions ). 

It seemed straightforward, & seemed like my Mortgage would be back to normal. 

Note :. I was NOT behind on my Mortgage prior to the COVID Deferral. Also, it was a requirement of WF/XXXX to not be behind. 

So, I qualified & received the Deferral for the 18 month limit. 

2 ) XX/XX/XXXX :. 
I noticed that WF had my Amount Due = to the 18 months of payments ( +/- {XXXX XXXX 

However, WF allowed me to make my normal monthly payment ( {$1600.00} ). 

I made this payment & thought all was fine & that the account would be adjusted to reflect the Deferral & that the monthly payment would return to normal. 

3 ) XX/XX/XXXX :. 
The same thing occurred, except that I received a packet requesting that I fill out an Application for a loan modification & to provide some documents. 

I contacted WF to let them know that all I wanted was to do the Deferral ( which according to the Fed Govt ) requires no further action, nor documentation. 

The person I spoke with did not seem to understand the Deferral process. 

Again, I do not want a Loan Modification. I just want to return to my normal Mortgage ( which I have had since XXXX ). 

3a ). Again, I made my normal Payment of ( $ XXXX ) & WF accepted that. 

3b ) I called in again to WF, XXXX to try to get the Deferral in-place & resolved. The guy I spoke to, although he seemed a bit 'green ', was able to seemingly resolve this : This Customer Rep did some 'leg-work ' & he informed me that he had found the way to get the Deferral setup correctly. 

He also informed me that it would 'officially ' begin after my next Payment ( XXXX XXXX ). 

I thought :. 'Good. This is resolved. ' 4 ) XX/XX/XXXX :. 
I made the XXXX XXXX Payment ( XX/XX/XXXX ). 

5 ) I checked again ( XXXX & into this month, XX/XX/XXXX ) ... .nothing had changed. 

6 ) Over the last 2 weeks, here, XX/XX/XXXX, I have spoken with the person who is 'officially handling ' my account. 

I explained everything again ( back to 'the circle ' of " it's resolved... it's not resolved ' ) 7 ) Fast forward to last Friday - I checked in with the lady handling my account. 

8 ) Meanwhile, WELLS-FARGO has stopped my ability to make my normal payment! This is ridiculous. 

Wells-Fargo has Foreclosed without any cause, as I AM NOT Behind on my Mortgage. Also, they did NOT properly notify me of a Foreclosure, & W-F did this on an extremely fast timetable. 

Because of the timeframe of XX/XX/XXXX, I need prompt action to prevent my home from being sold. Again, improperly & possibly, illegally. 

Bottom Line :. I am very worried. 
I have followed the rules, but this 'circle ' of inaction has got to be resolved. 

As I am on-hold, with the recorded disclaimers they do, the phone message informs me that my home is now under Foreclosure & a Sale Date of XX/XX/XXXX!!! There has been NO WRITTEN Notice of this. Nothing. 

Bottom Line :. I am very worried. 
I have followed the rules, but this 'circle ' had got to be resolved. 

I need some help. Is this something that you could help with? 

Thank You for taking the time to read this 'copious email '. 

XXXX XXXX ( XXXX ) XXXX XXXX XXXX