Consumer complaint received 2026-04-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
CFPB CONSUMER COMPLAINT TO : Consumer Financial Protection Bureau ( Office of Enforcement ) COMPANY : Wells Fargo Bank , N.A . LOAN # : XXXX SUBJECT : Fraudulent Falsification of Account Records and Predatory Loss Mitigation Steering I. PRELIMINARY STATEMENT : THE MANUFACTURED " XXXX XXXX '' I am filing this complaint on behalf of XXXX XXXX to formally report that Wells Fargo Bank , N.A . has willfully falsified account interaction records to justify the denial of a contractually available Payment Deferral. Specifically, in their response dated XX/XX/XXXX, Wells Fargo manufactures a phone call that never occurred to override the clear instructions provided by a previous representative and bypass the borrower 's stated intent. II. FABRICATION OF THE XX/XX/XXXX INTERACTION In their XX/XX/XXXX, letter, Wells Fargo claims that XXXX called on XX/XX/XXXX, to " initiate a review '' following her forbearance. The Falsification : This call is a total fabrication. I was present for the borrower 's mortgage-related activities during this window, and no such call occurred. " XXXX XXXX '' vs. Scheduled Payment : Why on XX/XX/XXXX, at XXXX XXXX PT, why would XXXX be scheduling a payment ( per the confirmation email ), after discussing the " next steps '' that she would at this point have conflicting directives for " initiating a review '' for a loan modification. The bank is lying about the purpose of her digital activity. The Truth ( XXXX XXXX ) : On XX/XX/XXXX ( confirmed by a Wells Fargo survey email dated XX/XX/XXXX ), XXXX spoke with representative XXXX. XXXX provided final, clear instructions : Pay the XX/XX/XXXX payment, and the account will be resolved. The Motive for Fraud : By " inventing '' a call on XX/XX/XXXX, the bank 's internal systems were triggered to move the account from the Deferral track ( authorized by XXXX ) to a Loan Modification track ( preferred by the bank ). This allowed the bank to ignore the borrowers recovery and force a trial plan that she never requested. III. SUPPRESSION OF THE " XXXX '' INTERACTION ( XX/XX/XXXX ) Wells XXXX XX/XX/XXXX, response willfully omits any mention of the calls with XXXX, despite their own automated systems sending a survey following the XX/XX/XXXX call ( Exhibit Q ). Regulatory Violation : Under 12 C.F.R. 1024.38, servicers must maintain policies that ensure they can provide " accurate and timely information. '' Deleting a representative 's instructions from a formal XXXX response while manufacturing a " XXXX XXXX '' on the same timeline is an intentional act of Administrative Fraud. IV. FRAUDULENT " ACCEPTANCE '' VIA EMAIL TRAP Wells Fargo treats XXXX 's XX/XX/XXXX, email response ( " Received, thank you '' ) as a formal acceptance of a Loan Modification trial plan. The Deception : The borrower was acknowledging receipt of an automated status update from XXXX XXXX, not accepting a contract. XXXX consistently requested a Payment Deferral ( as promised by XXXX XXXX on XX/XX/XXXX ). The Violation : A servicer can not use an acknowledgement of receipt to bind a borrower to a trial plan that was never requested and was only generated through the fabrication of the XX/XX/XXXX " Ghost Call. '' V. THE TRIAL PLAN ACCOUNTING TRAP ( XX/XX/XXXX ) In XX/XX/XXXX, a Wells Fargo representative stated that the reason for the pre-foreclosure status was a failure to pay " exact amounts '' for trial payments. The Fraud : XXXX demonstrated a total cure by making XXXX consecutive full payments ( XX/XX/XXXX XX/XX/XXXX ). Induced Error : As proven by mortgage statements ( XXXX XXXX ), Wells Fargo was siphoning funds into " Unapplied Funds '' ( Suspense Accounts ) instead of applying them to current installments. The bank then used their own misapplication of funds to claim the borrower didn't pay the " exact amount '' for a trial plan she never authorized, thereby triggering a fraudulent foreclosure.

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