Consumer complaint received 2020-05-29
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY (KS)

Originally on XXXX 2020 I filed for FORBEARANCE, via the CARES Act, online with Wells Fargo, as a follow-up I contacted them a couple days later via phone. 
On XXXX 2020 I called Wells Fargo ( WF ) in relation to my invocation for Forbearance via my right granted by the CARES Act [ HR748, section 4022, ( b ) and ( c ) ]. 
I spoke to XXXX, and was transferred to XXXX, and was transferred to XXXX ( who was most helpful ) and transferred to XXXX XXXX in the " executive '' branch. To each of these agents of Wells Fargo I read my rights under " ( b ) '' of the CARES Act and their requirements as servicers in " ( c ). '' Notwithstanding this oral rendering of my request and their requirement to " provide the forbearance for up to 180 days, '' Wells Fargo continued to deny the 180 days and strictly limited it to 90 days. At the terminus of the call with XXXX of Wells Fargo she opened an " executive '' case # XXXX, took my phone number XXXX times and promised me a follow up call. 
Having not received a follow up call after 2 weeks I called Wells Fargo on XXXX. 
I first spoke to XXXX and related to him my case # XXXX and requested to him that Wells Fargo provide me the 180 days due under the CARES Act, XXXX refused to grant the 180 days required by law and transferred me XXXX XXXX ( another operator in the " executive '' branch in XXXX, North Carolina ). I repeated parts " ( b ) '' and " ( c ) '' verbatim to XXXX and requested Wells Fargo grant me the 180 days. XXXX refused and said Wells Fargo would only allow 90 days. We had a prolonged back and forth where I read her the applicable elements of the CARES Act with parenthetical references to me " the borrower '' and Wells Fargo " the servicer, '' nevertheless despite my repeated requests she, as an agent of Wells Fargo, continued to deny me the 180 days required by the CARES Act. 
She informed me that, WF, had, without contact to me, closed my case ( # XXXX ), this had been done by XXXX XXXX on XXXX XXXX. When I asked her what attempts at contact to me WF had made she related that they'd called me at a number which is not mine, and which was not the number I had given to XXXX ( 3 times on the XXXX ). 
I requested again that XXXX, as an agent of Wells Fargo, provide me the 180 days required under the CARES Act and she again refused. I asked her for the new " executive '' case number and she informed me it was # XXXX ; I also gave XXXX my correct phone number twice ( making the relay of this information to WF a total of 5 separate instances ). I again requested my right to " forbearance [ that ] shall be granted to up to 180 days '' and XXXX, as an agent of Wells Fargo, refused. She said if she transferred me to another department " with the proper skill set '' regarding payment extensions they would grant me the 180 days she was refusing. After being on the call for an hour I took the transfer. The transfer was meaningless, I was connected to a series of tele-prompts that had no connection to the matter discussed in the call and after waiting through the prompts I was disconnected by Wells Fargo. 

( all of this is contained in detailed notes I have from the calls, notes that elaborate in greater detail the events summarized herein )