Consumer complaint received 2018-03-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
XX/XX/XXXX my husband was unable to work and we had no income which resulted in our inability to pay our mortgage. We have owned our home and paid on our mortgage loan for over 15 years in full and on time every month prior to our financial hardship. We kept in contact weekly with Wells Fargo and kept them updated on our financial situation knowing that the loss of income was only temporary. During our financial hardship we reached out for assistance through organizations such as Illinois hardest hit to assist us with our past due mortgage. I informed Wells Fargo that we were in the application process with them and had spoken to Wells Fargos home preservation department as to options  available to us to avoid foreclosure and as an alternative if we do not receive outside assistance on the past owed. In XX/XX/XXXX I informed well Fargo that my husband had a return to work date set and on XX/XX/XXXX I spoke with them and told them we would have a paycheck on XX/XX/XXXX and planned to make a full payment on that date. They told me that they would put it in their notes that we will be making a payment on that date and told us to make sure we did it before the XX/XX/XXXX so that we wouldnt be behind another month. We made a verbal arrangement that we would not only resume making our monthly payments but also send in extra to help bring the loan more current while we finish our application and wait to receive a determination from the hardest hit   program. I was informed that as long as we did as agreed that we would be preventing our mortgage from accelerating to foreclosure. They asked me on several occasions if I wanted to try and keep our home or if we were looking to do a short sale on the property. I told them several times that we intend to keep our home and they said that they would work with us to do just that because we were good customers who had always paid on time. 
On XX/XX/XXXX I logged into my account to make the agreed upon mortgage payment and was unable to do so. I contacted customer service who informed me that my account had been locked because on XX/XX/XXXX despite our arrangement agreed upon they placed our home into active foreclosure. I spoke with a supervisor XXXX about the situation and who saw the notes in our file pertaining to the XX/XX/XXXX agreement. XXXX explained to me that perhaps the person I spoke with could probably have used more training and that I had been misinformed by the person I spoke with on the XX/XX/XXXX when an arrangement was made. XXXX explained that he needed to look into the situation and that he would get back to me the following day about what they could do to rectify the situation. It is now XX/XX/XXXX and I havent received a call back from XXXX or Wells Fargo. We missed XXXX, XXXX, XXXX, and XXXX payments which brings our past due amount to {$6800.00}. We are unable to make a payment or do anything other then come up with the past due amount plus attorney fees, taxes, and late charges to bring it out of active foreclosure at this point since they obviously have no intention of making good on the arrangement that was agreed upon or I would have received a call back as promised. Their perhaps undertrained staff should not be held against us when we were told and lead to believe that we were not at risk of losing our home if we did as agreed to bring our loan more current. Wells Fargo informed us that once we made the loan more current then we could look into a loan modification if we didnt receive outside assistance to make it current.

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