Consumer complaint received 2024-11-22 00:00:00
Product: Mortgage — FHA 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: MD

Complaint narrative:
Wells Fargo placed my account in a trial period starting on XX/XX/year>. The deadline for the first payment is XX/XX/year>. I was informed that if the payment setup was not suitable for me, I could decline the trial period and apply for a second review of a home preservation program to avoid foreclosure. 

I called Wells Fargo on XX/XX/year> ; XX/XX/year> ; XX/XX/year> ; XX/XX/year> ; XX/XX/year> ; and XX/XX/year>, to discuss my home preservation plan and explore better options between accepting the trial plan or making a lump sum payment to reduce my overdue balance so that I could have a manageable payment plan when I requested a second review of my home preservation program. 

On XX/XX/year>, during one of my calls to discuss these options, I was treated rudely by XXXX XXXX, a representative from Wells Fargo, who refused to verify her identity when I asked for her name and she insisted on having my Social Security number. I informed her that if she was going to be difficult, she could transfer me to a supervisor who would assist me. XXXX XXXX refused to verify her name because XXXX XXXX heard her correctly initially and said she would be happy to pass me along to a supervisor. Instead, she placed me back into the queue, where I waited for XXXX hour and XXXX minutes listening to an automated voice. 

I called back and spoke to XXXX XXXX, who spent almost XXXX hours with me. He informed me that XXXX XXXX XXXX, a representative from Wells Fargos executive office, would contact me with first-class service the day after Veterans Day on Tuesday, XX/XX/year>. XXXX XXXX asked what time would be best for her to call, and I replied that between XXXX and XXXX PM would be ideal. He assured me that XXXX XXXX would call at that time to discuss my home preservation plans so we could resolve the matter before XX/XX/XXXX. 

However, on XX/XX/year>, XXXX XXXX not only did not call me back to discuss my home preservation plans, but when I called back on XX/XX/XXXX, I was set up for another call with someone from the XXXX office to reach out after XXXX PM on XX/XX/year>, and again on XX/XX/year>, and XX/XX/year>. 

Each time, Wells Fargo failed to honor the callback, and I had to call back repeatedly to find out why and set up another appointment with no success. On XX/XX/XXXX at XXXX PM, I spoke to XXXX XXXX, another representative. I explained that I had been informed by previous representatives that I could schedule a callback from the XXXX office at a convenient time that worked around my job hours, so I wouldnt get in trouble with my boss while discussing my mortgage during work hours. XXXX XXXX told me that Wells Fargo does not call customers back at the costumers convenience. He insisted that Wells Fargo calls customers on Wellsfargo 's own schedule and that they had received my complaints and would review my situation, getting back to me in XXXX  days from XX/XX/XXXX. I told XXXX XXXX that it had been over XXXX working days since I requested to speak with Wells Fargo XXXX XXXX about this issue and that this was unacceptable, especially since my mortgage account is about to be jeopardized by XX/XX/XXXX due to mishandling by Wells Fargo. 

XXXX XXXX did not seem to care and continued to say that Wells Fargo would review my escalation and get back to me in 10 days, reiterating that they do not call customers back at their convenience. 

I would appreciate assistance from the XXXX office before my trial period expires on XX/XX/year>, so I can be better informed about which direction to take regarding my mortgagewhether to make the first trial period payment before it expires or to decline for a second review to avoid going into foreclosure. 

Regards, 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