Consumer complaint received 2025-10-17 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Consumer Financial Protection Bureau Complaint Against Wells Fargo Bank N.A XXXX XXXX files this complaint because Wells Fargo has attempted XXXX  times to illegally foreclosure on his home and then REFUSED to offer loss mitigation options including the XXXX that were under a XXXX  XXXX to execute in accordance with the Note and DEED of TRUST. 
Under the XXXX XXXX XXXX XXXX, the CFPB can act against institutions that break XXXX  consumer financial laws or commit unfair, deceptive, or abusive practices. 
WELLS FARGO BANK, N.A., is a habitual and REPEAT OFFENDER who continuously engages in deceptive acts and practices as it seeks profit through illegal acts at the expense of consumers. 
XXXX XXXX rinse and repeat violations of law continue to plague XXXX  of American families resulting in irreparable damages. These unlawful foreclosures and evictions result in credit damage, XXXX XXXX collection harassment, and mental anguish, which ultimately leads to instability and duress within communities. 
XXXX Passed the Cares Act in XX/XX/XXXX to relieve the financial burden imposed upon the American people due to a Global Scale XXXX Pandemic. During the XXXX pandemic, Wells Fargo took advantage of the situation in pursuit of unlawful profits, exploiting consumers when they were most vulnerable. 
The CFPB took enforcement actions against Wells Fargo in XX/XX/XXXX where various deceptive and unfair acts and practices were deemed unlawful and ordered more than {$2.00} XXXX in redress to consumers. Clearly that penalty was not enough to deter Wells Fargo from continuing its pattern of repeated violations. ( XXXX XXXX XXXX XXXX. XXXX ) Wells Fargo contracted with XXXX XXXX and XXXX XXXX who forced consumers seeking remediation under the CFPB order to enter into an agreement with a XXXX XXXX  which required those affected to sign a BINDING ARBITRATION AGREEMENT where the consumer had to waiver any further private right of action. ( see attachment for terms ) Wells Fargo failed to follow the agreement and order issued under XXXX and continues to engage in such unfair acts and practices as of the date of this complaint. Wells Fargo should be found liable for breach of the agreement and issued the maximum penalty allowed under law. 
FACTS and EVIDENCE are contained in detail as it pertains to XXXX XXXX breach of the agreement with CFPB and its continued REPEATED PATTERN of unlawful acts and unfair practices. 
Background Wells Fargo Bank N.A. is a REPEAT OFFENDER that has been the subject of multiple enforcement actions by the CFPB, OCC, DOJ, FDIC and other regulators for violations across its lines of business, including faulty student loan servicing, mortgage kickbacks, fake accounts, harmful auto loan practices, illegal mortgage forbearance steering, failure to administer loss mitigation, and illegal foreclosure. These actions only favor Wells Fargo at the expense of public interest. Wells Fargo Bank continues to illegally profit off the backs of the everyday hard-working citizens. Wells Fargo is guilty of engaging in covert and deceptive practices that mislead both homeowners, investors, and regulators. 
Proactive Deceptive Business Decisions of Wells Fargo Wells Fargo used daily automated calls and exaggerated the effects of XXXX to pressure borrowersmany of whom were current on their XXXX  accepting forbearance, which led to forced payment suspensions and manufactured defaults. This pre-mediated plan allowed for Wells Fargo to repurchase loans within a trust pool like XXXX XXXX by exercising early buy-out options or XXXX once the loans were in default for XXXX  days. 
Wells Fargo continues to proactively plan and implement business decisions to deceive homeowners and profit from such deceptions. This is evidenced within the XXXX  mortgage markets ( i.e. XXXX XXXX XXXX Securities or XXXX  and XXXX  ). Wells Fargo created a pipeline of illegal profits using its federal guaranteed mortgage loans and its securities in XXXX  Trusts as a conduit to facilitate fraud upon both the borrowers and investors. Wells Fargo blocked borrowers online access and their abilities to make payments until they were in forbearance long enough to meet XXXX XXXX ( XXXX ) XXXX requirements. These loans were only eligible for buyouts if in default for XXXX  days and Wells Fargo manufactured these defaults in order to repurchase these ideal historically low interest rate loans with the intent to repool and/or resale for profit. There is no reasonable explanation as to why Wells Fargo would block borrowers from making their usual and customary payments online as well as canceling automated payments other than to manufacture defaults and extend delinquencies. This was done at a time when Wells Fargo had limited servicing capabilities whereas bank locations were closed and phone support was backlogged for hours and/or not available at all. Any reasonable person would conclude that Wells Fargo should have made every effort to keep their online access available at all costs, especially with in person branch closures. Wells Fargo did in fact do the opposite to manufacture such defaults by removing options to make payments on mortgage accounts. 
Wells Fargo deliberately took advantage of borrowers with historically low interest rate loans and then forced borrowers into higher-interest loan modifications without reviewing or offering all loss mitigation options available that were more beneficial to the borrower. Many other affordable programs such as the partial claim or deferment were offered to borrowers and at most times mandated by the Department XXXX XXXX XXXX under XXXX XXXXXXXX. XXXX borrowers have a XXXX  XXXX Document attached to the note and DEED of TRUST where the Lender agrees to follow the XXXX Code of Federal Regulations as well as submits to the authority of the XXXX Wells Fargo XXXX XXXX profits by refusing to review loss mitigation options for borrowers by purchasing the loans at a low interest rate and then modifying them post forbearance at a higher interest rate and then collecting the difference in interest payments. Wells Fargo then re-securitized those loans back into trust fund pools where bonds were sold to investors in high grade tranches. 
Wells Fargo has been sued several times in MAJOR class actions complaints regarding deceptive mortgage lending, deceptive forbearance steering, XXXX violations, XXXX  violations, and XXXX allegations. XXXX Class Actions case such as In re : Wells Fargo XXXX  Forbearance Settlement Litigation, Case No. XXXX, in the XXXX XXXX XXXX for XXXX XXXX XXXX XXXX Ohio XXXX XXXX but did not include all those affected as the class was severely narrowed in order to reach a settlement. Many other class actions and individual state and federal claims are currently pending against Wells Fargo. 
XXXX XXXX XXXX to follow XXXX On XX/XX/XXXX, In the Matter of : Wells Fargo Bank N.AXXXX XXXX a XXXX XXXX was issued by XXXX XXXX XXXX in which Wells Fargo has failed XXXX XXXX Redress to those affected consumer and instead kept secret any claims process or amounts owed. 
Wells Fargo failed to follow the agreement and order issued under XXXX XXXX XXXX XXXX XXXX. XXXX and continues to engage in such acts and practices as of the date of this complaint XXXX. Wells Fargo should be held accountable for its breach of the agreement with the CFPB, which directly affects the consumers and public interests. XXXX XXXX breach of the agreement directly affected not only the complainant but thousands of other Veterans and other borrowers of federally backed mortgage loans. Thousands of Veteran borrowers have been identified as affected in XXXX XXXX and XXXX XXXX but thats just XXXX of many trusts Wells Fargo has used to back such loans. These loans are identified in the XXXX loan liquidation report. 
The order described a plethora of deceptive acts and practices Wells Fargo was found to have violated, including its unfair acts and practices related to mortgage loans, servicing, forbearance, foreclosure, and others. This complaint arises from those actions and is described herein in detail as it pertains to the consumer and Wells Fargo Bank N.A. 
Wells Fargo actions against XXXX as it relates to the CFPB action of enforcement and order XXXX. 

XXXX XXXX or Borrower or Complainant is an Affected Consumer under the XXXX XXXX and was subjected to the Specified Acts and Practices relating to XXXX XXXX mortgage lending and servicing practices as described in the order : Respondent has incorrectly denied mortgage loan modification applications and miscalculated fees and other charges for thousands of mortgage borrowers, as set forth below, resulting in at least {$190.00} XXXX in remediation being paid to affected mortgage borrowers. Some of these failures were the result of software errors that persisted for multiple years. Id at XXXX XXXX ) Wells Fargo incorrectly denied XXXX XXXX for loss mitigation options such as XXXX  XXXX XXXX, Deferment, Stand Alone Partial Claim. Wells Fargo at times miscalculated and misrepresented the dates in which the XXXX  programs were available and also failed to afford those options to the borrowers. 

XXXX ) Wells Fargo failed to offer loss mitigation options because its system errors and/or underwriters identified the programs as having a past due date of XX/XX/XXXX as opposed to XX/XX/XXXX and failed to correct the dates in their system that would have led to approval of such loss mitigation options. 

XXXX ) Wells Fargo failed to recognize and offer programs such as XXXX to borrower even when the program was mandated under VA moratoriums. Borrower contacted Wells Fargo dozens of times in regards to loss mitigations options however Wells Fargo XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX failed to convey this to its underwriters and/or offer to borrower as an option. 

XXXX ) XXXX XXXX enterprise management system or remediation or mediation is a complete disconnected and disjointed disaster. This system creates an environment of delay after delay after delay and has been managed by XXXX and XXXX XXXX. 

XXXX ) XXXX in its assistance to Wells Fargo was clueless as to anything regarding the CFPB XXXX order even though they were in charge and sent correspondence and remediation checks to individuals. XXXX hired and managed employees who worked in the Wells Fargo remediation care team. XXXX  own employee reviews show how much of a disaster the company is stating : a. You promised XXXX and all these benefits just to receive none at the end management is completely disorganized and say XXXX thing XXXX day to change it the next day it is the worst customer service experience Ive ever had in my entire life of working customer service I would give XXXX stars if possible if you value yourself and value job security do not choose this place They hire through temp agency and can drop you at any given moment for any reason or give you no reason at all. -Remediation XXXX at Wells Fargo- XXXX. There is XXXX job security. Unorganized, unfair, and just plain terrible experience. They change things daily but do not communicate these changes. The script does not answer the customers answers. It's like the management is learning as they go. XXXX JOB SECURITY!!!! 

XXXX ) XXXX XXXX XXXX was also hired to assist Wells Fargo with Remeditation and Mediation as it relates to the CFPB Order. XXXX  XXXX  forced consumer to sign waivers on seeking private right action and made consumers agree to BINDING ARBITRATION if the agree to mediate such claims related to the CFPB order. ( see attachment ) This is a complete disregard for the XXXX. 
a. XXXX XXXX and XXXX to pay Redress in Section XXXX ( Id XXXX XXXX ) b. Respondent has developed, or must develop, remediation plans for each of the Specified Acts and Practices, where necessary and appropriate, and must provide remediation to consumers for these practices. 
XXXX IT IS FURTHER ORDERED that : Respondent XXXX not condition the payment of any redress to any Affected Consumer under this Consent Order on that Affected Consumer waiving any right. 


XXXX ) Wells Fargo refused to address or pay redress to any complaints that XXXX XXXX brought to Wells Fargo and denied any wrongdoing and dismissed any complaints presented to them as being subject to the CFPB Order. Wells Fargo admitted errors twice and issued XXXX check worth XXXX whereas Wells Fargo failed to discuss or connect those payments under the CFPB Order or allow any Remediation but continues to refer back to the CFPB in a viscous never ending loop. See CFPB response where Wells Fargo referred complainant. XXXX. 

XXXX ) The referenced errors above resulted in a minimum amount of damages to customer at the time of {$400000.00} and has increased exponentially since. However Wells Fargo has failed to offer consumer relief in accordance with the XXXX XXXX they agreed to with the CFPB. 

THE CFPB should find Wells Fargo Bank in violation of the Consent Order XXXX and fine Wells Fargo the XXXX XXXX XXXX law.

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