Consumer complaint received 2020-08-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
Due to Covid-19 I lost my job, I still paid my mortgage on time on a weekly basis like I always have. I could not find work do to Covid-19 so I requested WELLS FARGO to place me on a 3 month forbearance since I could not find work, at close to the end of the 3 month forbearance, but due to me making weekly payments I only used 2 months. I called Wells Fargo to take me of their forbearance program that I have obtained a job, but with significant reduction in income that I would like to refinance. Wells Fargo said I could not do that as I was on their forbearance program and they can not refinance our loan. So I asked about a modification to the loan due to the significant income reduction and the fact that wee are paying a 4.75 % interest rate and PMI insurance around {$500.00} per month. I said there has to be something that could be done, like tack the forbearance payments on the back of the loan, significantly lower the interest rate and remove the PMI Insurance as its been over two years, made extra payments and the home value has increased. Wells Fargo still said No can not help, would you like to be put back onto our forbearance program, I said no I want to pay my mortgage, I am requesting help with refinancing or a real modification. Finally after many weeks of trying to get in touch with someone from Wells Fargo they said potentially we could be part of a re-modification program they would send out documents we would need to fill out. Sent by fax all requested Documents on XXXX. Finally on XXXX I received a call from XXXX stating she worked for Wells Fargo that my modification has been approved and asked if I would commit to the offer, I told XXXX I don't have any documents in front of me so how could I even agree to anything, I asked XXXX if she could email the to me so we could discuss details. XXXX said no should could not do that. XXXX said she would go over the modification even though I had zero idea what it says, I had to go off what she was telling me that the Loan Modification was approved, the loan would be extended 10 years, interest rate would be 3.25 % and the new payment would be {$2500.00} per month for 40 years, I said that does not take into account the almost 2.8 years we have paid on the loan. XXXX asked if I would agree to this, I again told her that with out having all the documentation in front of me that is impossible. I also asked if the PMI Insurance was removed as it is around $ XXXX- {$500.00} per month and would significantly help with ensuring payments are affordable. XXXX said her department does deal with that, that is another departments business. I said that doesn't really help the situation if you are trying to get me to sign something, I do not have all the facts of what it is Wells Fargo is trying to do. XXXX said I should have documentation sometime, I asked when should I expect this documentation, XXXX could not say. Because covid-19 I had a loss I still paid my mortgage on time up until a significant loss of income, why should Wells Fargo profit off so substantially of me due to the pandemic which is 100 % out of my control. By accepting Wells Fargo 's offer ( which I have yet to even see ) is doing just that placing a severe financial hardship on me with there unfair and devious terms! Mortgage Rates are at an all time low of 2.3 % and even lower in some areas. So by them adding over 12 years on to my loan when I only missed 2, continuing to force me to pay PMI and not lowering my interest rate to at least a 2.5 % is absolutely wrong and unethical!

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