Consumer complaint received 2018-05-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
After Hurricane XXXX  in XX/XX/XXXX I WAS OFFERED an extension by one of Wells Fargo representatives. After I refused she explained to me that " you should take advantage of this opportunity. The way this extension works is it will be put AT THE END OF THE MORTGAGE LOAN and after the loan is paid off then you will pay for these extensions. '' Since I did have repairs to do to my home I accepted it and utilized the money to repair the roof of my home and some other repairs required. I began to make my payments in XX/XX/XXXX as agreed. For some reason and for the time that I have been making payments ( since XX/XX/XXXX when I purchased my home ) my automatic payments were cancelled, unknown to me and without notification, so I had to call to make payments. In XX/XX/XXXX of this year I was no longer able to make payments, not via the automated system, not visiting the local Wells Fargo. When I call, whether it is to make payments via the automated system, or click to speak to a live person, I am unable to contact anyone. They just keep me on hold and never answer. I hear music for about fifteen minutes then it just goes blank. The representative at my local Wells Fargo tried contacting them and had the same situation. I have emailed the person who is said to be my home preservation specialist at wells fargo home mortgage and was able to speak to her only once, to which I am to this date waiting for a return call, nor does she reply to my emails. When I contacted XXXX for the first time, it was then that I was informed that I DID NOT qualify for this extension and I was not only behind on my XX/XX/XXXX payment that I was unable to pay, but I was also behind those three months. NEVER DID ANYONE FROM WELLS FARGO, NOT IN WRITING, NOT VIA EMAIL, NOT VIA A TELEPHONE CALL contact me to notify me that I did not qualify. I then, after speaking with her, decided to just pay in full the month of XX/XX/XXXX and the three months of the extension they apparently did not approve me for. I just want to get this over with. Today is XX/XX/XXXX and to this day I am still unable to make payments. I just received two letters, one of them being a Notice of Default - Immediate action needed. The second from XXXX XXXX with Subject : Important change to your loan modification review and they are informing me that I have been removed from the loan modification review process stating I no longer meet the requirements for the assistance because they have not received payments within the required time. I HAVE CALLED, AND HAVE BEEN CALLING SINCE XX/XX/XXXX TO MAKE FULL PAYMENTS, NO ONE WILL ACCEPT MY PAYMENTS. I have had friends call for me. I have visited the Wells Fargo branch and they will not accept my payment. First, they do not have a mortgage department. Second, THE ONLY TIME I was able to speak to XXXX XXXX she told me I had to make the payment directly with her department so it can be posted properly or it will go to my regular mortgage and not to the past due balance putting me at risk of foreclosure. I now have a balance of over seven thousand dollars. I AM TRYING TO MAKE MY PAYMENT IN FULL AND AM UNABLE TO. This is the worse experience ever. Wells Fargo has proven to have the worse customer service and have truly made my life a living hill for the past three months. And I am ONLY TRYING TO MAKE A PAYMENT! After having XXXX XXXX during hurricane Irma ... yes, I was in the hospital having XXXX XXXX for a sudden XXXX XXXXXXXX right in the middle of the storm, they have made my life impossible for one simple thing. THE TELEPHONE NUMBERS AND EMAILS ON BOTH DOCUMENTS SCANNED I HAVE LEFT MESSAGES AND EMAILS WITH NO REPLIES BUT NEVER ABLE TO REACH A LIVE PERSON.

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 explanation