Consumer complaint received 2023-03-13 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
XX/XX/2023. I spoke with another Executive Customer response Agent and was told to do the paperwork process over again, which is another process with Wells Fargo. Recently, I was sent paperwork for Mediation ( a complete waste of time and effort that accomplished nothing ) with Wells Fargo. I filled out the paperwork and faxed plus mailed the Documents. A Wells Fargo representative called me from the Mediation department, she informed me that she doesnt handle my particular type of case. This is further proof of the continuing process of Wells Fargos policies that loop through an endless system, that doesnt assist the customer. I am again referred back to a Team that hadnt properly assisted me for the Home Equity Loan repayment. WELLS FARGO I am having serious issues with Wells Fargo Bank. I have processed several claims against them for their practices. Currently, I am having issues with obtaining modification of a Home Equity Loan. They asked me to process the paperwork, and they declined the information based on what they called as occupancy. I recently spoke with a representative in the XXXX office and told them it says on their website, what I needed to do for a Hardship, Proof of Occupancy and Property Tax Statement. They also sent me a letter asking me to prove that I had Home Owners Insurance, since they are the Lien Holder, which I provided. They are still trying to say that they are declining based on their proprietary rules on occupancy that I dont qualify. I asked to show me in writing about other rules pertaining to or based on occupancy, they told me they could not because it is proprietary. How does Wells Fargo have rules clearly defined on their website of what is needed, but then say they are declining based on rules, I cant see or dont know about and they cant produce in writing. The XXXX representative then proceeded to say, hewill try to place something in writing and send it to me ( for two long years they havent placed anything in writing for this issue, now they will send something in writing? ). I have provided everything they asked for and much more. I have provided extra Paystubs, Gas Bills , Electric Bills, Water, Sewerage, Flood Insurance, Home Owners Insurance, and Taxes. It has has been two years, I could have a significant amount of payments by now, but they are using this one rule to consistently deny me the opportunity to make payments. I will next be placed in full foreclosure ( I had already received a pre foreclosure notice ). Explore potential mortgage assistance options You may have different options depending on whether your hardship is temporary, or expected to last a longer time. Some options allow you to stay in your home, while some may require leaving your home to avoid foreclosure. Options that allow you to stay in your home Forbearance Repayment plan What it is A repayment plan is typically used if you fell behind on payments due to a temporary hardship, but are now in a better position financially. Missed payments are divided into manageable amounts and spread out over time. How it might help * It may be less damaging to your credit score than a foreclosure sale. * Avoids longer-term effects by helping you catch up as soon as possible. Things to consider * Be aware that payments during the repayment period may be much higher than your regular payment amount. * Your income will need to support those payments before starting your plan. Loan modification What it is Primarily used for significant, longer-term financial hardships, a loan modification may change certain terms of your loan to help make your payments or terms more manageable. There are multiple loan modification programs well work with you to determine available options. How it might help * Helps you keep your home and avoid a foreclosure sale. * Your modified monthly payment may be reduced, depending on your current financial situation and hardship. * May be less damaging to your credit score than a foreclosure sale.

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