Consumer complaint received 2026-04-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
CFPB XXXX COMPLAINT TO : Consumer Financial Protection Bureau ( Office of Enforcement ) XXXX : Wells Fargo Bank , N.A . LOAN XXXX XXXX XXXXXXXX SUBJECT : XXXX XXXX XXXX, XXXX XXXX XXXX, and Willful Evasion of XXXX X I. PRELIMINARY STATEMENT : THE " XXXX IN XXXX '' ACCOUNTING I am filing this complaint on behalf of XXXX XXXX to report a disturbing pattern of fraudulent record-keeping. Wells Fargo is no longer merely " mismanaging '' this loan ; they are manufacturing a reality that contradicts their own written evidence. The banks XX/XX/XXXX, letter is a tapestry of lies designed to justify a predatory foreclosure against a frontline healthcare professional ( RN ) who has fully performed her payment obligations. XXXX. THE " GHOST CALL '' AND THE " XXXX '' SUPPRESSION In their XX/XX/XXXX response, Wells Fargo claims the borrower called on XX/XX/XXXX, to initiate a review. The Fabrication : This call never occurred. It is a digital phantom created to override the explicit instructions given by representative XXXX on XX/XX/XXXX and XXXX, XXXX. The XXXX : XXXX instructed the borrower to pay the XX/XX/XXXX installment to resolve the account. The borrower complied. Wells Fargo has willfully deleted/omitted the XXXX calls XXXX their response because those calls prove the borrower was following the banks own directives. The Motive : The bank used this " Ghost Call '' to steer the borrower away from a Payment Deferral and into a " Loan Modification '' trial plan she never authorized. XXXX. DOCUMENTARY CONTRADICTIONS : " CONVERSATIONS WITH THEMSELVES '' XXXX XXXX response is a circus of internal contradictions : The Missing Docs Lie : The bank claims they sent a decision letter because they were " missing documentation. '' The Proof of Falsity : An email from Wells Fargo dated XX/XX/XXXX, explicitly states : " Thanks for submitting the documents we asked for. We have what we need to begin our review. '' * The Conclusion : The bank is claiming they don't have what their own systems already confirmed they received. This is a willful violation of XXXX C.F.R. XXXX ( Maintenance of XXXX XXXX ). IV. THE " XXXX '' DECEPTION AND SUPPRESSED XX/XX/XXXX LOGS The banks letter omits critical XX/XX/XXXX interactions where representatives shocked the borrower by claiming she was in " pre-foreclosure '' despite her having made full, on-time payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. XX/XX/XXXX ( The XXXX Call ) : The bank omits the portion of the call where XXXX explicitly rejected a modification and demanded the Deferral option XXXX XXXX promised in XXXX. The Legal Lie : The bank now claims she was " outside the delinquency limit '' for a deferral. However, their own document states the review began on XX/XX/XXXX, while the loan was still under Forbearance protection. A borrower can not be " too delinquent '' for a deferral if the review is initiated while they are under a protected pause. V. CONTEMPT FOR REGULATORY OVERSIGHT ( ECM/CFPB ) The XX/XX/XXXX letter contains a statement that should disqualify Wells Fargo from ever servicing a Fannie Mae loan : " The complaints process is not a forum for payment assistance negotiations. '' The Violation : By labeling the highest level of escalation ( ECMO ) as " not a forum for negotiation, '' Wells Fargo is admitting they view the CFPB and their own internal grievance process as a dead-letter office. They are refusing to engage in the " Error Resolution '' mandated by 12 C.F.R. 1024.35.

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