Consumer complaint received 2020-08-27
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY (DE)

This is my second complaint regarding this matter. 
At the end of XXXX I contact Wells Fargo to stop the forbearance on my 3 mortgages accounts. In that contact ( late XX/XX/2020 ), the Wells Fargo representative said they will move the missed payments ( XXXX ) to the end of the loans. Wells Fargo did so for two of the three loans after about a month, such that they also included the XX/XX/2020 payment with the other 3 payments. 
The 3rd loan, which Im complaining about, has been delayed, Wells Fargo still is not moved the missed payments to the end of the loan ( as of XX/XX/XXXX, 2 months after I requested to stop the forbearance ). 
Through the months of delays I contacted Wells Fargo several times to check the status and understand why its taking so long, Wells Fargo representatives gave me contradictory answers ranging from its taking long because this main has a different investor to one of the three loans was never in forbearance ( even though I have letters from Wells Fargo saying it was in forbearance ) to just give it another week. 
I submitted a complaint to the cfpb regarding this about a week or two ago ( in early XX/XX/2020 ),  after many attempts to reach out to Wells Fargo via phone and their message center on the app. My complaint was not addressed properly by Wells Fargo hence Im filing another complaint prior to taking additional legal action in attempt to recover losses resulting from Wells Fargo mishandling my mortgage. The complaint was assigned to an individual representative with weeks Fargo who reached out to me and provided a similar answer to the ones I received prior give it a couple of weeks we will look into it. I explained them that this is very time sensitive because Ive been trying to purchase a home and I cant because while this one mortgages forbearance isnt professed I cant qualify for any other loan ( even non-XXXX compliant loans ). And the representatives gave me two options : to either pay off the missed payments now or to continue to wait for the investigations. After giving it some thought I decided that I have no choice but to pay off the missed payments because I couldnt continue waiting for this forbearance to finally get processed. I had some questions about the bureau reporting to understand if making this payment will immediately release the loan from forbearance so I can qualify for some home loans, when I called I found that Wells Fargo set my account to ONLY be handled by that one representative, and other representatives refused to service my account, and because that one representative was busy when I called Ill have to wait until theyll become available if I have questions on my account, that representative has still not returned my call ( from mid-day yesterday ) so I cant get my account questions answered. 
Im also concerned because when after making the payment yesterday to cover all missed payments ( {$6400.00} ) my loan still shows as not current with Wells Fargo a day after the payment was processed ( see picture ). 
Im suffering a loss from not being able to remove my loan out of forbearance, its been two months since I asked to resume payments and this still hasnt processed, meantime I cant get any home loans and delay my home purchase and facing dramatically higher borrowing costs, all due to Wells Fargos delays in processing and errors in handling my mortgage.