Consumer complaint received 2025-05-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: WELLS FARGO & COMPANY
State: OH

Complaint narrative:
I received a XXXX from GLcap to catch up payments that were deferred due to the XXXX pandemic. My total amount owed was {$9700.00} and change and GLCap paid {$10000.00} on XX/XX/XXXX from statement showing the amount due from forbearance XX/XX/XXXX of {$9700.00} and change. Wells Fargo never applied funds immediately after receipt of payment and them applied them later towards all principal balance and over excessive amount applied towards escrow. After speaking with XXXX XXXX with Wells Fargo multiple times they never corrected their mishandling of payment to catch up mortgage forbearance amount and sent a new statement showing that I was still pass due {$3900.00} plus the current mortgage payment of {$890.00}. Unfortunately due to myself being terminally ill and XXXX receiving XXXX my wife was under fmla leave per doctor orders and pandemic conditions placed via federal guidelines. She worked in the # XXXX position to contract the virus and it would be devastating for me to contract it with a large chance of death. I was unable to have any normal contact with daily assistance with outside healthcare contact and ultimately she was illegally terminated from her position resulting in running late again in XXXX of XXXX. Speaking with XXXX XXXX at Wells Fargo still trying to clear up the situation with the payment of {$10000.00} applied incorrectly she stated that the best option was to to a modification of our mortgage. She stated that we would have to make three on time payments, in which we did XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX during that time we were sent modification paperwork to fill out and have be notarized. We did all of it and had returned in XXXX of XXXX sent via certified mail priority. Confirmation was received and delivered and signed for. XXXX of XXXX XXXX XXXX sent new modification paperwork stating that they never received it again so we processed it again and sent certified priority mail and confirmation of delivery was completed. XXXX we received again modification paperwork stating that they never received it again so we sent it immediately the same way. We had consistent communication with XXXX XXXX throughout the whole process and still dealing with multiple Wells Fargo employees about payment of {$10000.00} not being applied correctly. Finally we get a confirmation that they received the modification paperwork via XXXX XXXX and was told in XX/XX/XXXX to stop making payments due to the modification process is finished. I had consistent communication with XXXX XXXX regarding this process and when it would be completed. She stated that the modification process was completed and approved but still the payment issue was still unresolved, this is XX/XX/XXXX. XX/XX/XXXX I receive a statement showing that we owe {$10000.00} plus which shouldve been only {$2700.00} because of the XXXX payments that we were told not to make and XXXX XXXX stated disregard the statement because the modification was approved. Then we received a letter stating that our mortgage was transferred to specialized mortgage solutions and they were assuming the loan. Speaking with them they stated that Wells Fargo applied all of the {$10000.00} payment to principal and it was incorrect. XXXX XXXX no longer return any calls and now was unavailable. So we had to start the modification process all over again with the new company that ended up adding 13 years to our mortgage, approximately {$15000.00} over what we owed and actually {$11000.00} more than we purchased the home for. And the new company reported that our mortgage was 180 days late for the first 2 months of assuming the mortgage when Wells Fargo still showed on time and current the month prior. And then the new company shows the amount due during those months of reporting late that the payment was received for more than due. So now with many falsely reported issues with my credit report and also possibly fraud related problems Im trying to refinance and keep running into one problem with a fraudulent not validation debt reported that I never heard of or received any information from. So Wells Fargo basically stole money from us, misleading lending practices and false information about modifications processes that I would have never needed if they applied the forbearance catch up payment correctly. Wells Fargo needs to refund the money that I am now overcharged and also the 13 years of additional payments it is now going to cost me.

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