Consumer complaint received 2019-03-27 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: KY

Complaint narrative:
I am a XXXX XXXX who is currently living in my van due to the egregious actions of Wells Fargo, the USDA, XXXX XXXX, XXXX and XXXX XXXX XXXX and convicted felon XXXX XXXX. We had a USDA backed mortgage loan through Wells Fargo and my husband was the only person on the loan because he said he wanted to take care of me due to my severe XXXX XXXX that have classified me as XXXX since XXXX. He made the mortgage payment as agreed until he passed away in XX/XX/XXXX. I continued to make regular payments on the mortgage with our savings until I had received the death certificate. I had been told that I should submit the death certificate to Wells Fargo, so I sent it in. When I tried to make my next mortgage payment it was refused. When I tried to call in and get a reason why I could not get anyone to talk to me. They told me I was not " authorized '' on this loan for my house. I was then told that I needed to go through probate in order to finalize the legal process of putting the house into my name. During this time the agents at Wells Fargo refused to accept any mortgage payments from me, with no valid reason provided. I fell delinquent on the loan due to the fact that their agents blocked me from even being allowed to make a mortgage payment. Due to this fact I had no option other than to file Chapter XXXX bankruptcy while I tried to get this matter resolved. 
Wells Fargo did not follow proper protocol relating to the passing of a spouse. They did not offer any type of bereavement forbearance. Wells Fargo refused to accept my mortgage payments, simply due to the fact that the mortgagor had passed away, which is not a reason. Furthermore, Wells would not discuss the situation with me even though I was the rightful heir and legal owner, which just made things worse. Once I was behind and attempted to be considered for loan modification their loss mitigation department failed to follow USDA loan modification guidelines and review me for all available programs. I was not reviewed for the XXXX XXXX XXXX program, a repayment plan, special forbearance or a traditional or extended loan modification. 
When it came time to set my foreclosure auction, I was not afforded a court hearing even though Kentucky is a judicial foreclosure state. I received a letter from the XXXX XXXX 's office in XXXX telling me that the house was listed for sale and I had no more options. After the date of the sale I received a letter from an Attorney ( XXXX, XXXX, XXXX and XXXX ) that they were going to take possession in 30 days. Just a few days later I came home to find my locks changed and a strange man in the house. This person claimed he was the new owner of the house but he had no paperwork, there was no marshal present and he had answered the phone when my security alarm company called and claimed he was a deputy so they turned off the alarm and did not send an officer out. This man XXXX XXXX was rude and threatening and told me I needed to get out now and that I could not take any of my personal belongings. I felt scared by this turn of events and even more so when I looked up the name XXXX XXXX in XXXX XXXX, KY and realized that he had been involved in several white collar crime scams and had been indicted and served jail time. However at this point I am powerless to fight him because I have no money and am living in my van. XXXX XXXX told me he would give me one day where I could bring a moving truck to get my things out. 
I understand that I was behind on the mortgage and that is how the wheels were set in motion for this foreclosure to happen. However, Wells Fargo dropped the ball when they refused to accept mortgage payments because my husband had passed away which started a downward spiral. Please investigate this situation.

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