Consumer complaint received 2024-03-22 00:00:00
Product: Mortgage — FHA 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: TX

Complaint narrative:
Called WF in reference to starting to fall behind on mortgage and unable to make full payment in XX/XX/XXXX, after getting laid off and receiving unemployment. I was transferred to XXXX, she made a remark in reference to what's best for me is to transfer to the Home preservation dept, I asked do you have anything other than a mod so I wouldn't have to start my mortgage all over again? I'm running around {$400.00} behind ; as she stated I cant do that because I haven't made my XXXX payment and even if I can only pay half, I still have to go thru " home preservations ''. Now keep in mind I called earlier and spoke with XXXX XXXX XXXX offered this 2 payments a mon to me knowing my situation, but when I was transferred to XXXX, the offer is closed. She transferred me to a XXXX, after being on hold over XXXX min as I could see she chose to transfer me to this RUDE unprofessional woman. It was intentional. I made it clear to XXXX that I'm not interested in any mod program as I signed off on the agmt more than once and money paid on my mortgage went down the drain as I started my mortgage in XXXX, XXXX yrs ago with a balance of XXXX, and to date owe XXXX as WF online shows I only paid XXXX into a XXXX yr mortgage is inaccurate, as its based on a mod agreement. 
While arguing with me, XXXX said that Im uneducated and how this is not true, what Ive paid is interest and taxes and this is why my bal is XXXX over several years, I said its not several, its over XXXX, XXXX, XXXX  years, several is a few as she disrespectfully said several is 3 years or older. I Goggle define " several '' and informed her that SEVERAL is more than two " but not many '', 15 years is MANY. This women thinks she knows it all and doesn't know what she's talking about and argues with customers to make herself feel good, I refuse to tolerate the abuse from WF. She said let me tell you about that XXXX XXXX in XXXX because " my definition is wrong '' and how for the " 2nd time '' she stated, I'm uneducated. I said how dare you, I have a degree, so she's on the mission to attempt to intimidate me is not going to work. WF has treated me unfairly AGAIN. for the 4th time and at this point they need to remove my debt. I refuse to tolerate the abuse, argumentative, unprofessionalism, unfair treatment, refuse to assist or provide help. They run and threat, as soon as you become a victim and think they can treat you any kind of way to demean and try to scare the customer. She said I need to tell you about your XXXX XXXX, continued to interrupt me every time I spoke. Keep in mind, call is about XXXX XXXX, its about assist struggling to pay mortgage. I said I dont need you to explain to me about the XXXX mod as I know exactly what you did, just tell me about your payment assist plans as she refused to do so. She had to explain to me about the XXXX, I said no, explain to my payment options as she refused to do so. I hung up. How dare they. XXXX refused to set up 2 monthly pmts and refused to assist me in the payment plans offered thru FHA. Previous complaints re XXXX XXXX ; unfair treatment where I got HUD involved CFPB # case XXXX, case # XXXX re MI mortgage insurance still paying after 15 yrs and or 20 % paid on mortgage, where they lied and stated I wasnt paying but in reality, I was and WF ended up having to refund me the , case # request to close 2 fake checking acts and told to come in to close as I refused bc I didn't open the acts ... should I go on? 4th time WF is in violation, must remove my mortgage to free and clear. How many times and how many chances do they get CFPB? Do I need to take this to FDIC and OCC & HUD? Maybe XXXX  So called XXXX Know it all should be working for a law firm instead?? This call should have been monitored /approx XXXXXXXX XXXX  and shared with CFPB. This is who WF is represented by? WOW! Issue unresolved, I refused to deal with Tiffanies ugly behavior, harassment, unfair treatment, running my XXXX XXXX up, I need assistance and due to the fact that she refused to assist me with the FHA assistance WF can announce my 20 years mortgage FREE & CLEAR

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