Consumer complaint received 2017-12-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Due to living in the " disaster relief area '', because of Hurricane Irma, and incurring additional debt, i.e., boarding up our home, incurring additional credit card debt, withdrawing additional cash due to the pending hurricane, became very ill Urgent Care Facility which cost double in out of pocket costs as well as additional medicine due to the illness, husband 's pay was not his normal income, and spending additional costs on food for the family, as well as traveling out of our area to escape the storm, my car needed a new battery, son 's truck needed a new fuel pump, and purchased additional gas for 3 vehicles while traveling away from home for safety, Wells Fargo Home Mortgage offered a 3 month " Hurricane Disaster Relief Program '', which allowed their customers to stop making their mortgage payments, up to 90 days. The only stipulation was that you had to be current and the XXXX mortgage payment had to be paid. After calling them on 4 different occasions to make sure it was as " simple as they stated '', that after the 90 days, they would just place the 3 months of unpaid mortgage payments at the end of my loan, and we would not incur additional penalties, interest or negative impact on our credit reports, I agreed with them over the phone to accept the offer and that the 90 days would suffice in getting me back on my feet again, and that I would make the XXXX XXXX mortgage payment on time. I reached out to XXXX again approximately 1/2 way through the 90 days to reassure them once again, that I would be making my XXXX XXXX mortgage payment on time, and IF I needed to do anything regarding the 3 months of unpaid mortgage payments ... 
I received a letter in early XXXX stating that I had a few " options '' to choose from based on my personal/financial situation. They were a Deed in Lieu of Foreclosure, Short Sale, Loan Modification or Foreclosure ... 
I called the next day and was given the Mortgage Specialist name and voicemail. She was not available so I left a voicemail giving her my information, etc ...., Due to my work schedule, I am hard to reach, but called her on a few different occasions to talk to her and let her know that I am trying to reach her and when the best time to contact me would be .... 
After talking to her, she stated that after the 3 month disaster relief timeframe was over, XXXX was going to impact my CR negatively, while charging penalties and interest. NOW, HOW IS THAT GOING TO HELP ME!!!!????? 
They are putting me FURTHER behind, damaging my credit and adding additional fees and costs to a balance that I ca n't pay back, and was supposed to be " put at the end of my mortgage '' > > >?? 
I then received a letter a couple of days after the initial one that listed my " choices '', and it said that they received my " documentation '' and will need an additional 30 days to review it all, before they make a decision relating to my mortgage. 
A day after the letter that stated they received my documentation I supposedly sent, was many documents and paperwork to fill out and return prior to the end of XXXX. I faxed it from my home fax to the fax number they listed, and also mailed the hard copies in the envelope they provided also. 
Tried calling my " Mortgage Specialist '' as well as emailing her, but to no avail. I asked IF she received my docs, and if she would let me know when she does. To date, I have not heard from her at all. Not good " Customer Service '', huh??? 

My personal feeling in this matter is that XXXX is dragging out the time frame, which will allow them to tack on additional fees, costs & penalties while reporting my mortgage late which will impact my credit score drastically & negatively. My credit score is in the low XXXX 's, and I worked very hard to get it there. I also feel that I was lied to. Had they not consistently reassured me that it was " no big deal '', and that they would just place the 3 months of non-payment, to the end of the mortgage, and told me the procedure and the impact IF I could not pay the entire amount ASAP, I would have probably borrowed it from a family member. I asked about any possible negative impact, and they again stated there would be none, and they would work with me to just add the 3 months to the end of my mortgage loan!!!!!!!!!!!!!!!!!!!!!!!! Never mentioned that I would have to pay it all right away, OR I would be affected negatively. Is this another attempt to make " $ '' from their customers, like the other lawsuits???? XXXX charges the most and highest fees with their other accounts, compared to other banks Common sense says, that " IF you can not make your mortgage payments, because you are trying to get " caught up '' on the other debt and costs you incurred, then how the heck are you going to be able to pay back the 3 payments ASAP. They never told me or my wife that - Why??!!! And, IF you do n't, XXXX will drag their feet and IF you are lucky you might get a loan modification - but your credit will be ruined, you will have a much higher amount to " pay back, due to the additional costs, fees, interest & penalties they will add on, and it will take much longer to get back on track and caught up. I am so sorry that I took the mortgage relief. I will be worse off than I was before!! 
IF they would just prepare the paperwork in a " timely manner '' - then maybe it can be finalized before the negative reporting and add'l fees begin. If not, then I am screwed!!!!!

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