Consumer complaint received 2025-07-04 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:
Wells Fargos Inadequate Resolution Attempts and Continued Legal Violations TO : Consumer Financial Protection XXXX : [ XXXX DATE XXXX XX/XX/XXXX RE : Wells Fargos Inadequate Response and Continued Federal Housing Law Violations Dear CFPB Representative : I am writing in response to Wells Fargos recent submissions dated XX/XX/XXXX ( two communications from XXXX ) and XX/XX/XXXX ( one from XXXX ) XXXX along with multiple voice communications from XXXX XXXX XXXX XX/XX/XXXX, and XXXX, XXXX. These communications demonstrate Wells Fargos continued pattern of inadequate responses and failure to address documented federal housing law violations.

Wells Fargos Evasive Communication Pattern On XX/XX/XXXX and XXXX, XXXX, I answered calls from XXXX XXXX, both of which were immediately disconnected. When XXXX called back each time, she claimed Wells Fargo had reached a resolution but provided no written documentation of any proposed solution. This pattern of vague, undocumented communications represents a continuation of Wells Fargos eight-year history of providing conflicting information to our family. 
Despite daily attempts to reach XXXX XXXX for clarification, she has been unavailable, leaving us without any concrete information about Wells Fargos alleged resolution.

Wells Fargos Contradictory and Legally Insufficient Responses 1. Document Destruction and Selective Record Keeping XXXX from Wells Fargos executive team stated they can delete material beyond seven years, yet Wells Fargo has provided limited documentation dating back to XXXX. This selective retention of records violates federal record-keeping requirements under RESPA and other consumer protection laws. Most critically, the XXXX Form 1099-C showing {$28000.00} in cancelled debt remains unattainable according to XXXX, despite this being a federal tax document required by law. 
2. Mediation Stipulations and Inadequate Compensation XXXX acknowledged that Wells Fargos mediation process closes cases once payment is accepted, but failed to disclose the stipulations for receiving payment. This lack of transparency violates basic consumer protection standards. 
The total compensation received through this process amounts to $ XXXX amount that does not even cover the utilities, lawn care, water, and homeowner association fees for the single year following our move on XX/XX/XXXX. This inadequate compensation demonstrates Wells Fargos failure to acknowledge the severity of their violations. 
3. False Claims Regarding Title Issues XXXX claims a letter regarding title issues was sent in XX/XX/XXXX, allegedly making title resolution our responsibility. This claim is demonstrably false for the following reasons : We never received any such letter while residing at our XXXX XXXX address Our conversation with XXXX ( home preservation specialist ) the day before our move confirmed everything was final and approved We provided our new address to XXXX specifically for relocation payment delivery A professional title search conducted in North Carolina shows no title issues existed We successfully cleared subordination of the second lien holder ( SLS ) in the amount of {$80000.00} before the move was approved Wells Fargos question about when we became Wells Fargos employer is particularly troubling. Once consent is signed for a deed in lieu of foreclosure, title documentation should be maintained by professional real estate executives, not homeowners. Wells Fargos failure to properly handle title documentation represents professional negligence on their part. 
HAFA Program Violations Continue Wells Fargo owes {$10000.00} in HAFA relocation assistance that is now nine years overdue. We have documented proof that : The house was left in clean condition All utility bills were paid ( power, water, lawn care ) both during occupancy and for the year following our move We complied with all deed in lieu requirements Wells Fargo took immediate possession ( locks changed by XX/XX/XXXX ) This failure to honor HAFA program commitments constitutes a violation of federal housing assistance programs. 
Loan Modification Abuses and Excessive Fees Pattern of Denial and Representative Turnover Wells Fargo maintained us in foreclosure for the entire year of XXXX while denying multiple loan modifications. Within XXXX calendar year, we were assigned over 25 different representatives, each providing conflicting information and requiring re-submission of previously provided documentation. This systematic approach appears designed to frustrate borrowers and prevent successful modifications.

Excessive and Predatory Fee Structure The excessive late fees, attorney fees, and corporate advancement fees accumulated over the loan term equaled the amount of our yearly mortgage payments. Specifically : One year of attorney fees, late fees, and corporate advancement fees exceeded {$30000.00} Monthly house inspection fees were applied despite no evidence of actual inspections These fees created a situation where bringing the account current became mathematically impossible This fee structure constitutes predatory lending practices designed to trap borrowers in foreclosure rather than facilitate loan resolution.

Legal Violations Requiring Regulatory Action Wells Fargos conduct demonstrates multiple federal law violations : 1. RESPA Violations : Failure to maintain proper records and provide required disclosures 2. HAFA Program Violations : Failure to provide promised relocation assistance 3. Truth in Lending Act Violations : Inadequate disclosure of fees and charges 4. Fair Debt Collection Practices Act Violations : Excessive and improperly applied fees 5. Consumer Financial Protection Act Violations : Unfair, deceptive, and abusive practices Wells Fargos Admission of Wrongdoing Wells Fargos own actions constitute admission of wrongdoing : Payment of {$3500.00} in compensation ( XXXX admitted they only pay when errors exist ) Acknowledgment of missing documents requiring re-signing of deed in lieu papers Multiple apologies for their handling of our case Inability to provide required documentation despite federal record-keeping requirements Requested CFPB Action Given Wells Fargos continued inadequate responses and documented federal law violations, I formally request : 1. Immediate enforcement action requiring Wells Fargo to pay the outstanding {$10000.00} HAFA relocation assistance 2. Full audit of Wells Fargos loan modification and foreclosure practices during XXXX 3. Regulatory sanctions for Wells Fargos systematic document destruction and record-keeping violations 4. Consumer restitution commensurate with the eight years of predatory lending practices and excessive fees 5. Pattern investigation into Wells Fargos HAFA program compliance affecting other consumers Personal Impact and Commitment to Justice The emotional and financial exhaustion from this process has been overwhelming. I have dedicated over 25 hours per week to researching and responding to Wells Fargos conflicting materials and statements. The guilt and trauma from this experience continue to affect my family daily.

However, I remain committed to seeking justice not only for my family but for the millions of other consumers affected by Wells Fargos predatory practices. The patterns documented in our case mirror those in multiple class action lawsuits against Wells Fargo, indicating systemic issues requiring regulatory intervention.

Conclusion Wells Fargos executives consistently declare no wrong accounting or misleading or illegal information was given on their behalf, despite overwhelming evidence to the contrary. This institutional denial of responsibility, combined with their documented pattern of predatory lending practices, represents exactly the type of consumer harm the CFPB was created to address.

The {$3500.00} compensation offered is not charityit is an inadequate acknowledgment of serious federal law violations that require appropriate regulatory response and full consumer restitution.

I am prepared to pursue all available legal remedies to ensure Wells Fargo is held accountable for their violations of federal housing laws and consumer protection regulations. This case represents a clear pattern of institutional misconduct that requires immediate and decisive CFPB enforcement action.

Thank you for your continued attention to this matter and your commitment to protecting consumers from predatory lending practices. 

Sincerely, XXXX

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