Consumer complaint received 2018-02-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
XXXX XXXX CFPB/NYDFS Content # 2 -- rebuttal ( online complaint ) Nature of Issue I recently filed a complaint against my mortgage servicer Wells Fargo, addressing various improprieties and misrepresentations they have engaged in while handling my loan. Wells did respond and gave their version of events relating to the origination, the illegal disbursement of insurance checks, and the failure of Wells Fargo to offer any type of path forward to resolve this matter. In their response letter they emphatically stated that they are " done with me '' that they have already offered me help on multiple occasions, thus they will not even CONSIDER my current financial situation. This is a violation of federal, state and internal protocols. Wells Fargo is obligated to review my CURRENT and CORRECT financial circumstances in order to determine eligibility. They CLAIM in their response that I did not qualify for any programs and that my loan had a negative npv, but they never provided me with a detailed denial letter listing the inputs and values that they used, nor a listing of the programs that I was reviewed for. Based on Wells reputation with consumers and being straightforward I find it hard to believe that the information used to conduct this review or assessment is accurate -- additionally, according to their timeline this review occurred TWO YEARS ago. Things have changed, my financial situation has improved, I have my daughter and son in law living with me and they are working and contributing to all household bills. I have increased my sales and commissions each year from my XXXX XXXX job and Wells does not have any of this information on record. It is disturbing to think that they are going to refuse to even consider my situation at this time because I have been a " difficult '' customer. 

There is precedent to support my contention that this is a predatory mortgage loan. My current interest rate of 10.26 % proves that beyond a shadow of a doubt. Wells Fargo and XXXX XXXX claim that they have no responsibility or liability because I " signed the loan docs and did not cancel the loan. '' I beg to differ. I was misled as to the terms of the loan at origination, XXXX is a notoriously shady lender, and I requested the original loan paperwork which would document and prove my claims of malfeasance. Why can't they provide a copy of the loan application and the XXXX? Instead they try to put it back on me and avoid responsibility. Perhaps the courts will be the ones who decide how this plays out. 

I appreciate the background on the insurance claim checks and your version of events. I have disputed these facts for several years but it seems that this is not going to change anything. 
At the end of the day my goal is to get this matter settled and behind me. Please work with me to resolve this matter and offer a plan to put me back into current status on this loan so that I can resume making regular payments. 


Fair Resolution : I would like Wells Fargo to assign a single point of contact and conduct a review of options based on my current and correct financial information. I want to be reviewed for all applicable programs, that they disclose what programs I was reviewed for, and provide the inputs that they are using for any type of NPV calculation. Based on the type of loan that I have, and the likelihood that many of the loans in this tranche are currently delinquent it is impossible to state that XXXX XXXX is not modifying mortgage loans with interest rates of 10.26 % that were stated loans originated by XXXX. I am certain that there is mortgage fraud and improprieties in the loan paperwork, and the fact that all they sent me was the adjustable rate note and right of rescission essentially proves this. I will ask again that Wells assign a dedicated point of contact who will communicate frequently and efficiently and work with me to initiate a review of my current and correct financial information. I ask that all foreclosure proceedings be stopped, and that a fair and reasonable FIXED RATE mortgage payment that is affordable be offered, and that the arrearages and delinquent interest be waived due to the unethical behavior of XXXX while servicing this loan. I have sent financial documentation to my contact XXXX XXXX XXXX three times and two time she send she never received and the third time she has ignored all phone calls. Wells Fargo has been completely negligent in the handling of my situation and I am at my wits end.

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