Consumer complaint received 2026-01-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: WELLS FARGO & COMPANY
State: WI

Complaint narrative:
I am submitting this complaint regarding Wells Fargo Home Mortgages handling of my loan modification request and appeal. 

I have missed mortgage payments and applied for a loan modification due to long-term affordability issues related to XXXX income. I have lived in my home for over 20 years, and Wells Fargo has serviced or owned my loan for approximately 15 or more years. 

On or about XX/XX/XXXX, Wells Fargo denied my loan modification request. I timely submitted an appeal, which Wells Fargo completed reviewing on XX/XX/XXXX, but the appeal was also denied. I was later informed by phone that the appeal decision had already been made even though I had received an email stating the review was still ongoing. 

In evaluating my application and appeal, Wells Fargo used an incorrect gross monthly income figure of {$3200.00}. My actual household income consists solely of Social Security XXXX benefits documented by three SSA award letters totaling {$2500.00} per month gross. This amount is my full gross SSXXXXI income. 

A Wells Fargo representative stated that my SSDI income was increased or grossed up to reach the higher figure. However, Social Security XXXX benefits are already paid as gross income unless the recipient elects voluntary federal tax withholding, which I do not. There is no lawful basis to inflate SSXXXXI beyond the awarded amount. 

Wells Fargo relied on this incorrect income figure to determine that I could afford the mortgage payment and to deny loss mitigation. I was also informed that four underwriters reviewed my file, yet none corrected the incorrect income amount. 

In addition, Wells Fargo relied on a lower or outdated mortgage payment amount while using future projected XXXX income. My mortgage payment is increasing to approximately {$1100.00} per month, but this higher payment was not evenly applied when determining affordability. 

In XXXX, Wells Fargo previously added more than {$8000.00} as a second mortgage through a deferral during a prior modification. That deferral did not lower my interest rate or resolve long-term affordability. 

Between XXXX and XX/XX/XXXX, I requested information from Wells Fargo regarding how my income was calculated, the basis for the appeal denial, clarification from representatives, and information about available loan modification and affordability options. Wells Fargo did not provide this information in a clear, accurate, or written form. 

I am requesting correction of the income calculation, a new loss mitigation review using accurate income and current payment figures, and written confirmation of the owner or investor requirements used to determine which loss mitigation options were available for my loan, including whether principal reduction was permitted.

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