Consumer complaint received 2020-10-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Summary : Wells Fargo is claiming and showing in the statements that I have two Past Due mortgage payments, which are reflecting during a period when I was approved of Special Forbearance hardship request. This initial Hardship request stated that payments would resume after the 90-day period and that it would simply push the maturity date of my mortgage for three extra months. It did not state that I would have to XX/XX/2020, I was advised that after I make the third payment during the modification trial, I could request the Hardship payment modification suspension the following month. 

So after I made the final third payment on XX/XX/2020, I applied for the Special Forbearance hardship request on XX/XX/2020 and was immediately approved ( screenshot attached ). 

XX/XX/2020 @ XXXX EST -a representative named XXXX informed me that the first Hardship request that I made on XX/XX/2020 was approved on XX/XX/2020, and explained that " it was then was somehow opted-out on XX/XX/2020 ''. She was unable to offer an explanation as to why and how I was " opted-out '' and she stated that I would have to re-apply for the Hardship. 

XX/XX/2020 @ XXXX EST I called Wells Fargo with the hopes of resolving this matter and spoke with a representative named XXXX ( ID # XXXX ). 

Unfortunately ( and to my horror during an already stressful dilemma ), XXXX was extremely rude and unprofessional and began to make me feel uncomfortable by telling me that I was probably opted out because I was " in the middle of a modification ''. He continued to repeatedly tell me that I was " told in XXXX '' that I could not do a modification and payment suspension at the same time and repeatedly accused me of " doing something you were advised not to do ''. 

And each time he accused me of that, I explained to XXXX XXXX that I was not aware that I was still in the modification process when I made the hardship request in the middle of XXXX, because I was advised on XX/XX/2020 that after I make the third payment during the trial, I could request the payment suspension the following month, and that the following month was XX/XX/2020. 

I let him know that I was confused and had no clue that I was opted out until I happened to look at the statement and see that I was two payments behind and called Wells Fargo on XX/XX/2020 ( when XXXX informed me, above ). 

XXXX XXXX continued to repeat himself with a harsh tone, insisting that I did something that I was not advised to do, I told him that I was no longer comfortable speaking with him since he continued to abuse his position with me by repeating the same thing without progress nor resolve, and his response was complete silence, as I waited for over 15 minutes in silence, ignoring my asking for him to transfer me to the next step of escalation. 

XXXX I called Wells Fargo again while XXXX # XXXX had me on hold for 1 hour, four minutes, and 52 seconds. Ended up speaking with a nice make representative ( I lost my note on his name and ID # ) and after he apologized for XXXX XXXX 's behavior, he explained to me that when the system somehow opted me out, it caused me to have to put in another Hardship request. 

This same male mentioned above, stated that they only allow two Special Forbearance requests and that the XX/XX/XXXX request ( the  one that was mysteriously opted-out ) was my second time. Hence, any future Hardship requests are considered as Payment Suspension, requiring me to pay the full lump sum back at the end of the 90 day period -as opposed to Special Forbearance Payment hardship, where there the missed payments are rolled into the back of the loan, pushing the maturity date back 90 days further to make up for the 3 halted payments.

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