Consumer complaint received 2020-11-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
XX/XX/2020 Currently have home mortgage with Wells Fargo and on the this date Signed a partial claims promissory note for a National Emergency Partial Claim due to COVID for XXXX I never requested assistance for 2 months only 1 month, but they persisted not to make any payments until XXXX. I have continued to make my payments in time and have never asked for assistance since this loan was approved over 15 years. 
XX/XX/2020 I applied with another bank to refinance my mortgage for lower interest. 
XX/XX/2020 Contacted HUD by phone to receive payoff and was advised information had to be submitted by email. I submitted request via email to HUD. Since, then I received several emails from various people requesting form again and it was submitted. 
XX/XX/2020 Revd. another forbearance letter stating not required to make payment from Wells Fargo. I did not request this, since my payments are current. 
XX/XX/2020 I attempted to sign a new mortgage loan with another bank with lower interest. Since the applied date with new bank I was advised that they could not continue due to being a lien on my property with Wells Fargo. I contacted Wells Fargo several times and they indicated my account was current and that the lien was with US Department of HUD. 
XX/XX/2020 I emailed HUD several times in regards to payoff due to Wells Fargo stating that the issue of forbearance and lien was due to Promissory note not being paid. HUD emailed back indicating that they did not show an account and that Wells Fargo had never submitted the signed claim and therefore they showed no balance owed to them and could not accept my payment even if I had signed a note. Wells Fargo failed to submit the claim to HUD, but kept a lien and forbearance on my property preventing me to close on my home loan and preventing me to pay promissory note. 
XX/XX/2020 My closing assistant, Wells Fargo personnel and myself has a XXXX call, where Wells Fargo XXXX indicated that HUD loan was on my account but they could not explain the delay and therefore I had to wait for a call back from Wells Fargo. This delaying my closing even longer. 
XX/XX/2020 @ XXXX Contacted closing assistant for any response from Wells Fargo-no response. 
XX/XX/2020 @ XXXX My wife contact Wells Fargo and was redirected to several departments even after requesting the Loss litigation Department. Finally, was able to speak to XXXX XXXX in the Executive Department and re-explained the issue of Wells Fargo failing to submit the partial claim to HUD, but continued to have a lien or forbearance on my property. Thus, preventing me to close on new loan by illegally having a lien on my premises, because they failed to submit paperwork and HUD unable to accept my HUD payment because no account existed due to Wells Fargo incompetence. I requested to XXXX that a release of mortgage needed to be done and that I had emails from HUD stating that no forms were submitted. I, also advised that this issue caused by them prevented me from paying HUD or closing on my loan. He indicated that my case would be forwarded to another executive and that it would be resolved and I would receive a phone call today. no phone call received. 
XX/XX/2020 @ XXXX I contacted XXXX XXXX again. he advised that my account indicated payments, but monies being held. I questioned why were my payments being held and I again sent a forbearance letter. He had XXXX XXXX in executive office contact me only to advise me that a case would be started and they could possibly have an answer by XXXX because she had to review my case. I advised her I had spoken to 5 people already and no one has corrected the problem and they are illegally putting a lien/forbearance on my property and holding my monies preventing me from further proceedings on my new loan. 

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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