Consumer complaint received 2026-06-17 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: CT

Complaint narrative:
Wells Fargo sold our mortgage to XXXX XXXX and did not properly or in a timely fashion give XXXXXXXX XXXX all of the proper documentation to allow us to service our loan Weve been trying to contact XXXX XXXX XXXXXXXX XXXX since XXXX & have been denied up until a couple days ago or after XXXX minutes into the conversation communication was abruptly shut off claiming that Wells Fargo still did not provide them with the paperwork We have sent Wells Fargo and XXXX emails and have not received the proper documentation since proof the document were handed over correctly and in a timely fashion- XXXX XXXX. - a XXXX with Wells Fargo sent us a letter stating they have done nothing wrong and they have complied with our requests and and everything they did during the transfer but then in a legally recorded phone call she admitted Wells Fargo never sent over the proper documentation to XXXX They never sent over all of the probate court documents and death certificate of XXXX XXXX that allowed XXXX XXXX to 100 % become the successor and be in charge of the account XXXX is just sitting here collecting interest and payments because they know the legally we get the documents over were gon na refinance with a respectable corporation We did not find out until XX/XX/XXXX during a recorded call that XXXX XXXX? That Wells Fargo 100 % failed to complete their end of the responsibility of the mortgage transfer. We have a copy of the letter claiming they did nothing wrong and then we have an allowed phone recording of them admitting they did wrong. At the same token we have email and mail correspondence from XXXXXXXX XXXX saying they will get back to us with answers to our requested information but then no other response for over XXXX months Im the most recent phone call to XXXXXXXX XXXX, after Wells Fargo promised to send over the correct documentation on XX/XX/XXXX, upon answering the phone she said they had the documents and that we were allowed to talk about the mortgage. Once the conversation went into XXXX XXXX being deceased they stopped all talking, denied to move further and stated that they still do not have a copy of the death certificate nor the successor paperwork that was provided to Wells Fargo. Upon the first mortgage statement bill from XXXXXXXX XXXX there was almost {$2000.00} in added fees that are unjustified. They claim we had prior unpaid cost payments which Wells Fargo has given us documentation to prove there were none so now we are requesting XXXXXXXX XXXX to prove where they got these numbers that we owed more money?!? these tactics are not only immoral and illegal but its documented that XXXXXXXX XXXX already paid out over XXXX XXXX for trying to collect these types of fees from other homeowners. Especially fees pertaining to title cost payments and property inspection payments its been over XXXX months since weve been allowed to speak to our new mortgage company to get answers on any of this!!! Now before the XXXX XXXX agent found out that XXXX was deceased she began to explain that the fees from XX/XX/year> were prior missed payments - payments info came from Wells Fargo she said those charges were justified because their documents show that we owed Wells Fargo money and now we owe them that money which is completely opposite of what Wells Fargo has told us and provided us with some of the documents. All of this is extremely outrageous and completely unfair. We also have received many correspondences from Wells Fargo stating that they have just recently received the info about XXXX death and that now we need to fill out the successor paperwork which we have already done. There is an apology from that from XXXX wells fargo saying she tried to stop the letters but there is PROTOCOL that they must follow The dredging up of the loss of my wife and my sons mother over pathetically handled transfer of documents is disgusting where is the PROTOCOL that they must follow to provide the correct documentation when selling off our mortgage to what is basically XXXX of the largest debt collection agencies notoriously try to charge excess fees. Its all well documented online - WE - my Son XXXX XXXX and myself ( I am getting way too old to handle this and I am not computer savvy or text savvy XXXX XXXX of all this is to get the communications to go through my son and all the proper paperwork and documentation ) reached out to Wells Fargo again XXXX times this week and had none of my phone calls returned simply stating that if they could handle this directly with XXXX XXXX & XXXX as they have the paperwork already then I do not want to waste our time filing more complaints online to wait XXXX more months This should all be completely illegal and with the amount of payments and interest weve paid in the last XXXX something years on this house this should not be allowed. XXXX forbid something happened to myself, XXXX XXXX during these last few months whereas this house would then have to go into probate and cost my family upwards of XXXX or {$30000.00} in lawyer fees and other fee fees and time and motion based on {$2.00} multi million? XXXX? companies not doing their jobs correctly and then lying about it on paper We have the documents and we have the proof and we will upload a few of them now. A copy of this will be sent to our attorney and we will also be contacting the state of Connecticut and every single legislative branch, social media we can find because its obvious that neither Wells Fargo XXXX XXXXXXXX XXXX wants to help our family they just want to take our money. If we are late on a mortgage payment we have to pay extra. If we miss enough mortgage payments we lose our home and all the equity involved in it What is the punishment for Wells Fargo and / or XXXX??????

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