Consumer complaint received 2023-03-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Inactive modal Consumer Financial Protection BureauStart a new complaint All complaints XXXX Print complaint CLOSED Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Mortgage ISSUE Struggling to pay mortgage We received your complaint. Thank you. 
We will review your complaint. Depending on what we find, we will typically : Send your complaint to help i need some help here : The person from wells Fargo is about XXXX XXXX XXXX. XXXX. How can she possibly know what dual tracking is when I was going through this she was in middle school. Dual tracking was happening. At that time to get a foreclosure case into the Florida court system took about 1-2 years. I called wells Fargo XX/XX/XXXX that I needed to apply for the hamp modification. My husband a dock worker at the XXXX of XXXX, XXXX ship building. He was laid off from his position along with 400 other people. The cleanup of the XXXX oil spill was completed and the XXXX XXXX dollar oil tanker they were to build was on hold. I had lost a job in XXXX  and received an in house '' modification from wells Fargo but it was actually more than the original mortgage. Was no help at all. But went into effect XX/XX/XXXX. I was in a forbearance in XXXX that was supposed to help me. But I was afraid to not pay. I paid my payments over the phone and was told the payments were going into a suspense account. I have not seen those payments show up anywhere it was like I paid that money and it disappeared but guess what. Around XXXX there was a XXXX oil spill lawsuit and lawyer had us pull all our bank statements from XXXX, XXXX & XXXX to prove income. So I have those payments posted on a grow XXXX XXXX XXXX bank statement. Yet wells Fargo states they have no record of my payments. And during the process of that modification in XXXX. I WAS NEVER TOLD I HAD TO BE 90 DAYS LATE! I was offered a forbearance in XXXX So I have proof those payments and proof wells Fargo is continuing to tell lies about my case why? After my husbands layoff XX/XX/XXXX I call wells Fargo and was TOLD I HAD TO BE 90 DAYS LATE IN ORDER TO APPLY FOR A HAMP MODIFICATION. I NEVER HEARD PRESIDENT OBAMA SAY THAT!!!! WE ALL KNOW AT XXXX THE PMI INSURNACE PAYS OFF THE MORTGAGE. XX/XX/XXXX XXXX sent all my documents XXXX XXXX to wells Fargo ( in my last modification I faxed everything and every 2 weeks I would call and I was told they didnt receive all my documents so the forbearance last well over 4 months adding XXXX to the modification yet as I said before the payments I made were never recorded anywhere ). I called wells Fargo with a XXXX counsellor XX/XX/XXXX and was told they have all my documents and the application was going to underwriting. About a week later. I get a call from underwriting and she said someone into her computer on her day off and moved my file out of review and she could not get it back in. she cried and I cried. I just so have an email form the underwriter of the 1st modification stating the same thing to me. ( But she was able to get it back in review ) so the XX/XX/XXXX I receive another application form wells Fargo in a XXXX XXXX  mailer. It came with a return XXXX XXXX  mailer. I sent the application. I called 2 weeks later I was told they didnt receive it. I called XXXX XXXX and spoke to XXXX XXXX the supervisor of the delivery person and was told the persons name and sent a copy of the signature. I called wells Fargo back and told them I investigated the situation and that someone signed for my package and gave them the name and then all of the sudden they received it not all my documents like back in XXXX with the faxes. I then received another application for a modification again by XXXX XXXX due XX/XX/XXXX I sent it XX/XX/XXXX. I then start getting letters from foreclosure layers. My case had been referred for foreclosure. Wow I was trying to apply for a hamp modification and they referred me to foreclosure and then they have the audacity to send me all the applications they sent me while the foreclosure proceedings were going on. And XXXX XXXXXXXX has the audacity and knowledge to tell me that I should have paid the modification the foreclosure proceedings would have stopped? I think wells Fargo didnt count on the internet taking off as it did and that XXXX became a thing in XXXX. We found out the documents were being shredded. Whistle blowers were telling us this. And people were paying the trial modifications that XXXX XXXX sent me and guess what they were paying them and guess what they paid for 12 months to XXXX yrs. and foreclosure proceedings were never stopped and people were losing their homes even though they were paying. Seems to me a big money grab by wells Fargo. And I was told if I would have paid foreclosure proceedings would have stoppe Hello just received a response from XXXX XXXX XXXX XXXX XXXX She said that the investigation is ongoing on the phone Yet in the response she said based on our research we determined my account was handled appropriately???? What???? I lost my home!!!! I hash just put XXXX down and paid off XXXX in outstanding car payments. To buy my house in XXXX You going to tell me that I am going to " on my own '' devices stop paying my mortgage???????? Really who would jeopardize XXXX. Their entire nest egg I was told not to pay for 90 days to apply for a hamp modification. I was foreclosed while I was applying and my application kept getting moved or lost. How can you actually say this to me. I was dual tracked. You are not going to anything about this Because it's against the law. 
This is rediculous that no one at wells fargo will owe to Up to what happened and send me compensation. Well one day someone will read my complaint and actually do the investigation and compensate my for the horror show we endured from XXXX to XXXX. No one should have to go through what we went through.

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