Consumer complaint received 2025-06-11 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: NC

Complaint narrative:
Follow-Up Response to Consumer Financial Protection Bureau # # Wells Fargo 's InadequatXXXX Response - Escalation Required * * TO : * * Consumer Financial Protection Bureau XXXX XXXX FROM : * * XXXX XXXX XXXX XXXX DATE : * * XX/XX/XXXX * * RE : * * Wells Fargo Response - Inadequate and Contradictory Information Dear CFPB Representatives : I am writing in response to Wells Fargo 's recent submission dated XX/XX/XXXX, which fails to address the substantive federal housing law violations outlined in my complaint. Wells Fargo 's response demonstrates a continued pattern of obfuscation and refusal to acknowledge their documented misconduct.

# # Wells Fargo 's Failure to Provide Required Documentation Wells Fargo has * * completely failed to respond or provide actual dollar amounts * * to support their actions regarding my mortgage and real estate transactions, including : - Specific amounts for all forbearances granted - Complete documentation of all loan modifications attempted over eight years - Suspense account balances and activities - Breakdown of all foreclosure-related fees including : - Attorney fees- Monthly inspection fees - Late fees and penalties - Appraisal fees- All charge-off debt amounts * * Most critically, Wells Fargo has failed to acknowledge or provide documentation regarding the HAFA government assistance program * *, despite this being a federal program violation.

# # Contradictory Statements and Misrepresentations # # # 1. Foreclosure Status Misrepresentation Wells Fargo falsely states in their response that we were " removed from foreclosure during those years. '' This is categorically false. * * Executive Committee Representative XXXX specifically confirmed that we " would always be in foreclosure status until the outstanding debt is paid in full. " * * Wells Fargo maintained us in foreclosure status for the entire eight-year period from XXXX. 

# # # 2. Charge-Off Documentation Issues Wells Fargo has not provided explanation for the XXXX charge-off of {$28000.00}, nor have they provided the XXXX Form 1099-C showing {$78000.00} in cancelled debt. These missing tax documents violate IRS reporting requirements and federal disclosure laws. 

# # # 3. Monthly Inconsistencies Throughout the eight-year period, * * Wells Fargo assigned different " home preservation specialists '' each month, each providing different responses and promises * * from what was previously stated. This demonstrates systematic internal communication failures and inconsistent servicing practices. 

# # HAFA Program Violations- Federal Law Breach # # # Timeline of Wells Fargo 's HAFA Violations : * * XX/XX/XXXX * * : We vacated the property as required by Wells Fargo 's deed in lieu agreement. I have documented proof of our move-out date. 

* * XX/XX/XXXX * * : When visiting the property, Wells Fargo had already changed locks and posted " do not enter '' notices, confirming they had taken possession. 

* * Prior to move-out * * : XXXX from Wells Fargo contacted me to confirm our departure date and requested our new address, * * specifically stating she would ensure we received the {$10000.00} HAFA relocation assistance * *. 

* * One year later ( XXXX ) * * : Wells Fargo called apologizing that * * documents were " misplaced '' and requesting we re-sign deed in lieu documents * *. They sent new deed in lieu documents to our new address for completion. 

* * Wells Fargo 's False Claim * * : Wells Fargo now claims we did not receive relocation assistance due to " title issues. '' * * This is demonstrably false * *. We conducted a North Carolina title search for XXXX, which shows * * no title issues were ever listed * *. 

# # Proof of Compliance and Wells Fargo 's Bad Faith * * Evidence of our compliance : * * - Vacated property by XX/XX/XXXX ( XXXX day early ) - Continued paying association dues and utilities in our name - Maintained lawn care services- Provided new address to Wells Fargo for promised HAFA payment * * Evidence of Wells Fargo 's bad faith : * * - Immediate possession taken ( locks changed by XX/XX/XXXX ) - Admission of " misplaced '' documents requiring re-signing - False claims about title issues contradicted by official title search - Failure to honor explicit HAFA payment promise made by their representative # # Wells Fargo Executive Team Inconsistencies The handling of this complaint by Wells Fargo 's XXXX team has been inconsistent and dismissive : - * * XXXX, XXXX, and XXXX from Wells Fargo 's executive office * * have each provided different responses throughout this process - * * XXXX 's arrogant statement * * that " if this claim warrants, we will submit this to senior management '' demonstrates Wells Fargo 's dismissive attitude toward serious federal housing law violations * * The question is not whether this case " warrants '' senior management attention - eight years of illegal foreclosure proceedings, denied loan modifications, frivolous debt charges, excessive fees, and HAFA program violations clearly constitute serious federal law violations that should have immediately triggered Wells Fargo senior management involvement. * * # # Wells Fargo 's Admission of Wrongdoing Wells Fargo 's own actions demonstrate acknowledgment of wrongdoing : - Payment of {$3200.00} through mediation ( which they now dismissively call a " charity write-off '' ) - Admission during mediation that they only pay when there's an error - Acknowledgment that critical documents were " misplaced '' - Multiple apologies for their handling of our case # # Requested CFPB Action Given Wells Fargo 's inadequate response and continued refusal to acknowledge federal law violations, I request : 1. * * Immediate escalation to CFPB Senior Management * * - This case clearly warrants the highest level of attention given the documented pattern of federal housing law violations.

2. * * Formal Investigation * * into Wells Fargo

's HAFA program compliance and potential systemic violations affecting other consumers. 3. * * Enforcement Action * * requiring Wells Fargo to : - Provide complete loan modification documentation for all eight years - Pay the full {$10000.00} HAFA relocation assistance immediately - Provide proper accounting of all fees and charges- Compensate for damages caused by eight years of illegal foreclosure proceedings 4. * * Pattern Investigation * * - Wells Fargo 's conduct in our case mirrors the systematic issues that led to multiple class action lawsuits. This suggests ongoing compliance failures requiring regulatory intervention. 

# # Conclusion Wells Fargo has demonstrated * * complete disregard for federal housing laws and CFPB oversight * *. Their inadequate response to this complaint, combined with their documented pattern of misconduct, requires immediate and decisive regulatory action.

My family continues to suffer the mental and financial trauma of Wells Fargo 's " above the law '' actions. We trusted the CFPB to protect consumers from exactly this type of predatory conduct. I respectfully request that the CFPB fulfill its regulatory mandate by taking immediate action against Wells Fargo 's documented violations.

Wells Fargo 's {$3200.00} payment was not charity - it was an inadequate acknowledgment of their wrongdoing. The full extent of their federal law violations requires appropriate regulatory response and consumer protection.

Thank you for your immediate attention to this escalated matter. 

Sincerely, XXXX XXXX XXXX ATTACHMENTS : * * - Proof of move-out date ( XX/XX/XXXX ) - North Carolina title search XXXX XXXX ) showing no title issues- Documentation of continued utility payments- Wells Fargo correspondence requesting re-signing of " misplaced '' documents

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