Consumer complaint received 2025-07-14 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: PA

Complaint narrative:
I FILED FOR BK ON XX/XX/XXXX OF XXXX PRIMARILY DUE TO A DIAGNOSIS OF XXXX XXXXXXXX XXXX  XXXX IN XXXX AND XXXX. THE XXXX AND XXXX TREATMENTS SIDE EFFECTS FORCED ME TO RETIRE ON XX/XX/XXXX. WELLS FARGO WAS MY PARTNERS AND MY MORTGAGEE. WE HAD A 10 YR INTEREST ONLY ARM THAT WOULD ADJUST XXXX XXXX NEVER MISSED A PAYMENT FOR OUR MORTGAGE OR PROPERTY TAXES. MY XXXX AND RETIREMENT WIPED OUT MOST OF OUR RETIREMENT INCOME AND SAVINGS. 
IN XXXX OF XXXX WE APPLIED FOR OUR FIRST XXXX LOAN THROUGH WELLS FARGO. WE WERE DENIED. 
IN XXXX OF XXXX WE PAID OUR SCHOOL TAXES. WE WERE NOT NOTIFIED BY THE TAX COLLECTOR NOR WF THAT AN ATTEMPT HAD BEEN MADE BY WF TO PAY THE ABOVE TAXES. ON XX/XX/XXXX I BECAME ALARMED THE OUR HOME INSURANCE COMPANY ( XXXX XXXX ) HAD NOT DEDUCTED OUR MONTHLY PAYMENT FROM OUR ONLINE BANKING ACCOUNT. I CONTACTED OUR INSURANCE COMPANY AND WAS ADVISED THAT WF HAD PAID OUR ANNUAL HOME INSURANCE AMOUNT ON XX/XX/XXXX. THE CUSTOMER REPRESENTATIVE TOLD ME THAT THE WF REPRESENTATIVE HAD SAID WE HAD AGREED THAT WF WOULD PAY OUR HOME INSURANCE. WE WERE NOT NOTIFIED BY WF NOR DID WE AGREE THAT WF PAY OUR HOME INSURANCE. I CONTACTED WF AND WAS TOLD THA
T YES, THEY HAD NO RECORD OF US HAVING TO ESCROW MONIES FOR TAXES AND HOME INSURANE BUT IT WOULD TAKE 5 TO 10 BUSINESS DAYS TO CORRECT THE MISTAKE. DURING THAT WAITING TIME I RECEIVED A LETTER INFORMING US THAT WE HAD A ESCROW SHORTAGE OF {$6100.00}. WE HAD A CHOICE OF PAYING THE ABOVE OR RAISING OUR MORTGAGE PAYMENT TO {$3700.00} WHICH RAISED OUR MONTHLY MORTGAGE PAYMENT BY APP0X. {$1300.00} DOLLARS THOUGH OUR 10 YR ARM WOULD NOT END UNTIL XX/XX/XXXX. I CONTACTED CFPB ON XX/XX/XXXX. AND THOUGH I HAVE ACCESSED MY COMPLAINT ( XXXX ) THERE WERE SEVERAL COMMUNICATIONS BETWEEN MYSELF, CFPB, AND WF. 
IT WAS FINALLY AGREED THAT OUR ORIGINAL MORTGAGE TERMS WOULD BE HONORED. 
KNOWING THJAT THE ARM WOULD CHANGE IN XXXX WE SUBMITTED ANOTHER HAMP MODIFICATION AND WERE DENIED AGAIN. 
HOWEVER, AFTER THE TERMS OF OUR MORTGAGE HAD BEEN REINSTATED, WF CONTINUOUSLY SENT US LETTERS ABOUT DEED IN LIUE OF PAYMENT, SHOIRT SELL, AND FORECLOSURE. 
I WAS STILL WAS RECOVERING FROM MY BOUT WITH XXXX AND THE CONTINUOUS MAILINGS BY WF WERE MAKING MY RECOVERY DIFFICULT. WE RELUCTANTNTLY DECIDED TO SELL. IT WAS DURING THE HOUSING MARKET RECESSION. 
OUR PURCHASE PRICE FOR OUR HOME WAS {$590000.00} AND WE SOLD OUR HOME FOR {$530000.00}. WE ALSO HAD INVESTED ABOUT {$40000.00} IN ADDITIONS TO OUR HOME. THE HOUSE IS NOW WORTH ( XXXX  ) {$920000.00}. 
OUR HOME WAS GOING TO BE PART OF OUR RETIREMENT. I DIDN'T KNOW I WOULD HAVE XXXX. THE RESULT WAS THAT MY PARTNER HAS CONTINUED WORKING FAR PASS THE AVERAGE FRETIREMENT AGE. 
IN CONCLUSION, WF TRIED TO BREAK OUR MORTAGE AGREEMENT AND DID NOT HELP US IN ANYWAY-THOUGH THEIR LETTER ALWAYS ENDED IN ( AND I PARAPHASE ) " WE'RE HERE FOR YOU ''

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