Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
Contacted Wells Fargo when we became in a financial issue during the death of Family back in XX/XX/year> was told to do a loan modification was approved. Had to make the XXXX payments over the next XXXX months which was done. The last payment was cleared by the bank and we were awaiting documentation to resume making the mortgage payments, which did not come so we again contacted Wells Fargo although all notifications are to be in writing due to the applicant being XXXX % XXXX documentation had come very infrequently, even though every time we spoke with an agent, it was documented. All matters needed to be in writing approximately a month later we received a check back for the amount that had been cashed for the last payment. We then again contacted Wells Fargo as there was no notification as to why, and were told that the payment had been received XXXX days past the due date and we had been kicked out of the program and the only thing we could do at that time was to once again be put back into the loan modification program. All of this continued for the last year and a half they claim they would close it out due to documents not being received in a timely manner, even though they werent mailing said documents or the information was not being put into the portal consistently constant miscommunication multiple phone calls ultimately, we have done this process a minimum of XXXX times every time we were dismissed from the loan modification a new person told us we just needed to redo it again and we did as we were told in the meantime, its been a year and a half. We now owe a substantial amount of money that we can not pay. We can pay approximately half of that and have asked to do so to put the balance on the back end of the loan, all we want to do is to be able to resume making the mortgage payments this last time over a month ago approximately XXXX now we still have not received notification that we were removed from the loan modification program we only know that again from our phone calls to the loan modification department to which this time we were told the reason why we keep getting denied is because once youve been in the program and have been kicked out, you can not apply for a loan modification for XXXX years so if thats the case, this is clearly a scam because that is not what we were told every time they put us in the program we were told a multiple of excuses. Every time we were kicked out of the program and it seems as though this is a scam to get you further and further behind so that you can not get out of debt with your only solution to be to sell your property or foreclosure, we do not want to sell our property. This is a family home and this is our residence. We have filed complaints to this point higher up in the loan modification department with nothing received in the mail as per the XXXX request multiple times just got off the phone after contacting them again because they said they needed XXXX to XXXX days. Its been XXXX and we were just told that they are sending a letter out that we should receive within another week or XXXX, but the letter states that they have reviewed all of their information and that their process was correct and they have done nothing wrong. No answers to whether or not the information we were given is valid that once you have been kicked out of the program, you can not reapply for XXXX years. We do not know if thats a true statement or not however, like I said if that is a true statement, this is clearly a scam at Wells Fargo is running on borrowers with mortgage issues so I would like some insight and some help because were not getting anywhere but a runaround with Wells Fargo and now were at the process where we dont have {$47000.00} to come up with which is the only thing they will take in order to reinstate the account.

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