Consumer complaint received 2022-06-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
Company Name : Wells Fargo Home Mortgage Issue : Rescinded Load Modification Agreement What happened? 
I was under the COVID-19 forbearance through my lender, Wells Fargo XXXX Before the forbearance ended, I called them to find out what options I had to resume paying my mortgage. I selected the loan modification. They sent paperwork out late due to COVID. I got them notarized twice on two separate times at my local bank. The first time, I was not aware that my deceased husband had to be removed from the documentation, so they resent updated information. The second time, I got the documents notarized and signed and initial on every page that I noticed needed signatures. However, they contacted me and said that I missed an initial and the paperwork had to be re-notarized, signed, and initialed because the entire document had to have the same date. That said, I informed them that I would like them to send another modification agreement and to order me an at home notary. The lady agreed to order me an at home notary and it had been waiting but no one contacted me. 

On XX/XX/22, XXXX from Wells Fargo called me to tell me to be sure to sign the NEW documents and provide the requested documentation so that they could see what other options they were able to offer me since I was not able to pay the entire amount due in order to qualify for the modification. I was shocked and told her that I never told them that I was not able to pay. I said that I informed the last preservation agent that I just needed to get an at home notary ordered by them and that I would be sending the documentation in to them. She was surprised and said that the offer was rescinded since I said I could not pay. She said shed speak with her supervisor to see if they could still offer the loan modification. 

On XX/XX/22 at XXXX am, XXXX from Wells Fargo called to mention sending in the new paperwork. I asked if XXXX was able to honor the previous deal. I explained that I never agreed to the other deal and that they were supposed to have set up an at home notary for me. He said hed email XXXX who is out today and that I could not be included on internal emails, per my request. I explained that I never denied my initial offer and never agreed to another offer. I explained that I was waiting for the home notary. 

On XXXX, I received a call from XXXX at Wells Fargo who said her supervisor would not be able to give me an extension. 
___________________________________________________________________ In addition to all of the above, I never received a copy of the documentation that I needed in order to sign and correct the missing initials issue. They never sent it to me. 
____________________________________________________________________ What have I done to resolve the issue? 
1. I have informed them that the call was recorded when I told the preservation agent that I was still interested in the original loan modification agreement and that I requested an at home notary. 

2. I have answered their calls whenever they called me and have been open to working this issue out.

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