Consumer complaint received 2023-02-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
In XX/XX/XXXX, I reached out to Wells Fargo to get a Loan Modification through their Home Preservation Department. After being advised by a representative, I was told not pay my mortgage payment during the application process for the loan modification.

Several months went by, and as advised, I did not make payments on my mortgage. The home preservation agent reached out to me to gather more information and continued advising me not to pay.

The home preservation agent never mentioned any issues with my payment status ; he reviewed my account numerous times and not once mentioned any issues.

I feel that I was not properly advised of the programs application qualifications.

Moreover - I was never advised of what would happen if the application was declined. 

In XX/XX/XXXX, I received a letter in the mail out of nowhere - stating that I was declined for every type of assistance offered through their loan modification program. 

I immediately called to see what could be done. 

Now, the Loan Modification department is saying I owe {$3500.00} by the XXXX of XXXX and that I had received the initial letter of denial on XX/XX/XXXX. 

I applied for the Loan Modification program because I cant afford my current monthly payment, as I explained again to a customer service representative. 

I spoke with multiple people that day and none of them had any answers for me. Not only were they completely unable to help me, but they made me feel uncomfortable and unsafe in my own home. 

They were beyond rude and went as far as to laugh at me. I got very uncomfortable and felt intimidated and anxious. 

I contacted Wells Fargo for help not to be belittled because I need help. 

I do not want to lose my home and I am trying to do what is right and start making my monthly payments again. 

I am looking for a solution and, despite all this trauma- I am only asking that the {$3500.00} in back pay, that I was advised not to pay, to be added back to my original loan ( or even put on a payment plan ). 

It feels like I am on the one trying to resolve this, and the representatives, and organization, are not doing anything to help either of us get this fixed. 

I want to pay Wells Fargo back. But, in order to do so, I need the resolution to be reasonable- and considering the fact that they advised me not to pay for months, I think some consideration is warranted. 

Additionally- for whatever reason, my Wells Fargo account is still active, yet I still dont qualify for assistance and no one in the Loan Modification department knows if - or when- a foreclosure letter will be sent. 

As I try and resolve this, I am consistently getting conflicting information from different departments every time I try and speak with someone to get help. 

I spoke with a customer service rep in a different department about going on a repayment plan to resolve this. He stated that if I could make my payments for XXXX and XXXX, I would qualify for a repayment plan for the {$3500.00}. 

I had this escalated to executive level representatives multiple times- and again- they were rude and unprofessional. They made me feel uncomfortable and anxious about myself and my future.

Finally, I got a call from an executive representative- a week later- and she told me that they would have to do research on everything and get back to me. I asked her if this would put me in a space that I was safe from foreclosure, and again they had no answer- she literally stated that she couldn't answer that - but they would research it.

On top of all of this - I made a payment of {$840.00} on XX/XX/XXXX. Wells Fargo pulled it from the wrong account. 

I called to ask what I needed to do to fix this on XX/XX/XXXX. The rep stated that I would need to make another payment for {$840.00} on XX/XX/XXXX since the first one was declined. She never told me that Wells Fargo would attempt to collect that payment again up to 3 times. 

The payment from XX/XX/XXXX posted on my bank account on XX/XX/XXXX. The payment that I made on XX/XX/XXXX posted on my bank account on XX/XX/XXXX. I made a payment on XX/XX/XXXX for my XXXX payment ( following the steps the one customer service rep told me to do so I could follow through with the repayment plan ). 

Now- Wells Fargo is telling me that the payment from XX/XX/XXXX was applied but they are still attempting to take the payment from XX/XX/XXXX out again. 

I asked them to not do that, and they stated they MUST try up to 3 times. I asked them to cancel the payment I made on XX/XX/XXXX and they stated they could not do that. 

I am beyond frustrated and at a loss for words. I do not have {$1700.00} right now. I have called so many times to try and figure out what I am supposed to do, and each person gives me a different answer. 

I am so tired of this, and it is absolutely crazy that I have to resort to submitting a complaint. 

This has affected my mental health, and its affecting my ability to work. I have been forced to keep calling Wells Fargo and taking important time away from my profession and ability earn a living. 

I suffered through a XXXX XXXX that completely destroyed my life it was beyond traumatizing. It took everything I had to recover medically, mentally, and physically - let alone be able to make payments on all of my bills. 

Again - I want to pay Wells Fargo back. But, in order to do so, I need the resolution to be reasonable. 

And considering the fact that they advised me not to pay for months, I think some consideration is warranted. 

This process has torn me apart, and I am doing everything in my power to resolve this. I am asking for someone with the ability and knowledge to help resolve this, so that I can pay Wells Fargo back and go on with my life. 

Thank you for your time and for listening to me and my story. 

Sincerely, 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