Consumer complaint received 2025-07-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am submitting this complaint to formally express my deep concern and frustration regarding how Wells Fargo XXXX XXXX Department has mishandled my mortgage assistance application, which I originally submitted on XX/XX/XXXX. Over the last several months, I have complied with every request, submitted all required documents ( many of them multiple times ), and provided written explanations to clarify any confusion. Despite my efforts, my case has faced constant delays, miscommunications, and what I believe to be a lack of reasonable review or due diligence from the servicing team. 

Timeline of the Issue : On XX/XX/XXXX, I submitted my initial request for assistance. 

I completed the financial interview with a representative named XXXX on XX/XX/XXXX and sent the requested bank statements and profit & loss on XX/XX/XXXX. 

On XX/XX/XXXX, I received a denial notice stating the property had tenants, which is false. No one attempted to verify or ask for clarification before denying. 

That same day, XXXX from the Re-Entry Department reopened the file and re-collected documents. I re-sent everything on XX/XX/XXXX. 

On XX/XX/XXXX, XXXX confirmed my package was forwarded to XXXX XXXX. 

Through late XXXX and early XXXX, I was informed multiple times that my file was under review ( calls with XXXX, XXXX XXXX. 

Then I received a letter dated XX/XX/XXXX requesting documents regarding XXXX XXXX and XXXX I submitted full explanations and my XXXX business and personal tax returns on XX/XX/XXXX. 

On XX/XX/XXXX, I was informed that additional clarification was needed regarding the increase in income and missing expenses. I sent a detailed explanation on XX/XX/XXXX. 

On XX/XX/XXXX, I was told the profit and loss was split into two files and needed to be one file. I re-sent it immediately. 

That same day I was informed my file was closed, despite submitting everything. I spoke to XXXX at XXXX, who escalated the case to be reopened. 

Throughout XXXX and XXXX, I was consistently told the case was " under review '' XXXX ( XX/XX/XXXX ), XXXX ( XX/XX/XXXX ), XXXX ( XX/XX/XXXX ). 

On XX/XX/XXXX, I was told a massive list of documents was needed again some of which had already been sent and explained in full ( MADO/MG relation, XXXX XXXX not being a business, Schedule D, banking explanation, nature of business, etc. ) I re-sent everything on XX/XX/XXXX and again on XX/XX/XXXX when they said they still didnt have it. 

On XX/XX/XXXX, I was told over the phone that I had to re-send documents they already had this lack of internal communication and disregard for submitted materials is highly concerning and unprofessional. 

Finally, on XX/XX/XXXX, I was informed via phone call that Wells Fargo had no record of receiving any documents from my office after XX/XX/XXXX. That is simply not true I have confirmations, dated emails, and faxes proving otherwise. 

Why I Am Filing This Complaint : I am a senior citizen doing everything I can to comply with Wells Fargos requests. I have submitted full business and personal tax returns, multiple profit and loss statements, bank statements, and written explanations addressing every question they've had. I have clarified in writing, multiple times, that XXXX and XXXX Investment are the same business, and XXXX XXXX is a piece of land not a business, nor does it generate income. Yet they continue to request the same things again and again, often without acknowledging previous submissions. 

I believe my file is being mishandled, ignored, or possibly misplaced repeatedly. Their staff repeatedly insists on re-sending documents instead of reviewing what was already submitted, and no clear explanation has been given as to why this is happening. It has now been nearly 5 months, and my file is still pending without resolution. 

This repeated negligence, lack of follow-through, and poor communication is creating unnecessary emotional and financial stress. I am concerned that this delay is intentional or meant to push me toward foreclosure or to give up. This situation is unacceptable, and I request that CFPB intervene to ensure my case is handled fairly, promptly, and professionally.

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