Consumer complaint received 2019-11-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
I am filing this complaint against Wells Fargo due to the malicious nature in which they handled my review for mortgage assistance. 
On XX/XX/XXXX, I applied for mortgage assistance. The review was concluded on XX/XX/XXXX with Wells Fargo stating that they could not create an affordable payment. They claimed that our household income was calculated at $ XXXX/month. This is false. The application and bank statements verified this. 
We were given a chance to appeal and we sent in bank statements again, on XX/XX/XXXX to back up our income. On XX/XX/XXXX, they again denied assistance for the same reason. It was informed that the income was calculated as so because my husband is a 50/50 owner of a business and split his income. 
What made no sense was the bank statements and our application ONLY showed OUR income and NOT his partners. We are the applicants, so its common sense that that what we provided is ours and ours only. On XXXX XXXX part, we feel that this was done with crooked intentions. They deliberately cut our income in half to deny us the chance to keep our home. 
On XX/XX/XXXX, these falsified results were disputed. A rep named XXXX advised us to draft a letter informing that all income shown and provided is ours, only ours and all 100 % of what the P & L and bank statements show are ours as well. It was also suggested to request our income to not be cut in half. The letter was drafted to include in a file for re-application. 
A new application with all current and up to date documentation was sent on XX/XX/XXXX. The bank statements had all of my husbands deposits highlighted. The letter as suggested on XXXX was also included. 
Finally, on XX/XX/XXXX my application was again denied for the same reasons as the previous. This time they had calculated my income as {$1900.00}. This is a total lie and totally fabricated. The bank statements show almost 3 times this falsely calculated income. The bank statements also show only our name as well, NOT his business partners as well. The letter stating that all income shown is 100 % ours was also blatantly ignored. Wells Fargo has refused to acknowledge any wrongdoing or any remorse for their crooked mishandling of my application. 
I had placed my trust in Wells Fargo to do the right thing for my family and all they have done is falsify information, lie to us and cause me extreme grief and stress. I came to them to help me in remedying this situation and all they have done is spit on us. I have lost months of sleep. I do not want my children to suffer or to lose their home. I feel very helpless and am hoping that you can help. Why are they cutting our income in half and ignoring our request that they themselves advised us to write up? I am truly horrified with this experience and never knew that Wells Fargo could be so malicious. Please, I just want them to review my application without and of the crooked games. We just want mortgage assistance so we can go back to paying the mortgage again.

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