Consumer complaint received 2025-11-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Complaint Statement Wells Fargo Mortgage Assistance Mismanagement I am filing this complaint to formally express my ongoing frustration and concern regarding Wells Fargos continuous mishandling of my mortgage assistance ( loan modification ) application. 

This issue has been ongoing for many months, despite my full cooperation and consistent submission of every document requested. 

Previous CFPB Complaint and Company Response In my previous CFPB complaint earlier this year, I detailed how Wells Fargo repeatedly requested the same documents, misplaced submissions, and failed to communicate effectively. 
Wells Fargo responded by claiming that I did not provide documents on time, which is simply untrue. I have dated confirmations, emails, and fax receipts proving that my submissions were received. Despite this, they closed my review and denied assistance. 

Current Situation After the previous denial, the lender reopened my application on XX/XX/XXXX. Since then, I have again provided every requested document including full business and personal tax returns, profit and loss statements, and detailed explanations regarding income changes. Despite these efforts, Wells Fargos representatives continue to request the same items repeatedly, such as the XXXX business tax returns and proof of business ownership, which were already submitted multiple times and confirmed as received. 

On XX/XX/XXXX, after months of resubmitting documents and confirming receipt several times by phone, I was informed by a representative from XXXX XXXX that my modification was denied again. No proper explanation was given. I was told that they could not proceed even though my income is sufficient to qualify for a modification. 

This repeated pattern clearly shows that my file is not being reviewed properly. Each time, new staff members appear unfamiliar with the case history and continue to ask for documents already in the system. It has now been over nine months of repeated submissions, misinformation, and unnecessary denials. 

Impact I am a senior citizen, doing everything in my power to save my home. I have provided every possible document and clarification, yet I continue to face delays, repetitive requests, and unfair denials that seem to ignore the information already on file. 

This has caused significant emotional distress, financial strain, and loss of trust in the fairness of Wells Fargos XXXX XXXX process. I strongly believe my file has been handled negligently, and possibly with the intent to discourage me from pursuing assistance. 

Request for Escalation I am asking that this complaint be escalated and thoroughly reviewed by the CFPB and Wells Fargo executive leadership to ensure my case is properly evaluated. I am not asking for special treatment only for a fair and accurate review of my complete file and financial eligibility for a modification. 

If necessary, I will escalate this matter to media and consumer advocacy outlets to ensure accountability. I have kept detailed documentation of every submission and communication to support my claim. 

It is unacceptable that after months of cooperation, I continue to face repeated document requests and baseless denials. I respectfully request immediate intervention to ensure Wells Fargo conducts a proper review and provides a resolution consistent with federal mortgage assistance standards. 

Sincerely, XXXX XXXX

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