Consumer complaint received 2026-04-15 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: IL

Complaint narrative:
XX/XX/XXXXXXXX To Whom It May Concern, Wells Fargo is my VA loan servicer. I am a XXXX XXXX XXXX XXXX XXXXXXXX. My current mortgage interest rate is 4 % on a 30-year loan. To start with the order of events, my income was reduced by the pandemic at that time I got behind on my mortgage. As part of pandemic mortgage assistance, the VA was allowed by Congress to offer partial claims on the past due amount. I had to accept a partial claim, putting my past due balance in a second 'collectable at time of sale ' mortgage with XXXX as the servicer on that portion of my loan balance. Next event, In XX/XX/XXXXXXXX I was negatively affected by a FEMA declared severe weather event in XXXX XXXX IL. My income was reduced and my expenses increased. This was considered a short-term hardship. At that time, I went into a short-term disaster forbearance bringing us through XX/XX/XXXX. Then, when I was ready to start making regular payments and come out of the disaster forbearance, I was injured at work and ended up having XXXX for a XXXX XXXX in XX/XX/XXXX. My income was greatly reduced due to being on workers comp. I was granted another forbearance because of loss of income due to illness or injury. The first of the year XXXX I received a cost-of-living increase for my VA disability compensation. Fast forward to XX/XX/XXXX, I received an increase in VA compensation due to an increase in XXXX XXXX rating from XXXX XXXX XXXX XXXX XXXX With this additional income, I was ready to resume making regular monthly payments, but could not afford the current payment of $ XXXX. I called WF to request to come out of forbearance at a lower monthly payment amount. On XX/XX/XXXX, Wells Fargo sent a revised monthly payment amount from {$1600.00} to {$1300.00}. I called them on XX/XX/XXXX to let them know I was going back to work and could resume regular XXXX XXXXXXXX monthly payments starting XX/XX/XXXX. They said they would do the paperwork and let me know when my next payment would be due, ( I let them know I could start as early as XX/XX/XXXX ), but most likely XX/XX/XXXX. I never heard back. I called them XX/XX/XXXX, my next due date... they told me that they never heard back from me but no worries I could give then my responses to their questions over the phone and I was still within the home preservation 's mortgage assistance program. They would be in touch soon. Then I get a letter stating that the deadline for assistance has passed even though they say we talked on XX/XX/XXXX and Again on XX/XX/XXXX and they state in writing my deadline to respond to them is XX/XX/XXXX. They acknowledge speaking with me, according to the letter XXXX sent me on XX/XX/XXXX, I had until XX/XX/XXXX to respond. WF says we were part of the XXXX program, which we were never informed of this program name, and we missed the deadline of XX/XX/XXXX, even though according to WFs letters to me, they acknowledge they had everything they needed by XX/XX/XXXX, even though I verbally answered their two questions on XX/XX/XXXX. Since WF says I missed the deadline for XXXX, which they gave me as XX/XX/XXXX, my new payment is almost {$2000.00} at 6.9 % v. 4 % for 40 years or I can accept a short sale and here we are. This is predatory and I was obviously given incorrect deadlines on purpose and maliciously. My interest rate and payment need to be reduced, or I need to be compensated by WF accordingly. Please see attached letters mentioned above. Thank you, XXXX XXXX XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX XXXX XXXX XXXX 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