Consumer complaint received 2024-08-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
XX/XX/year> XXXX, and XXXX of Wells Fargo, Thank you for allowing me the opportunity to present my case today. I stand before you to address a series of actions and decisions by Wells Fargo that I believe have been grossly mishandled, resulting in an unjust denial of my claim for wrongful Foreclosure as my loan modification had been approved and finalized however, they proceeded to foreclose anyway, and for obstruction of my right to a fair mediation process. 
On XX/XX/XXXX, I received a letter from Wells Fargo with a check for {$1000.00} stating there had been an error on my loan modification that had been approved and finalized. I proceeded to verify the check was valid and contacted the number that was on the letter. My information was put in the system and was told I would be contacted by a case manager. 
On XX/XX/year>, I spoke with XXXX XXXX, who called and assured me that my case would be reviewed and that I would receive a response by XX/XX/year>. Despite this commitment, I never received a follow-up call. Instead, I received a letter with a Mediation claim form, which I completed and submitted via fax on XX/XX/year>, that was 14 pages of supporting documentation, including mortgage and checking account information pertinent to my dispute, in addition to this it was also mailed I the posted paid envelope provided by Wells Fargo. 
On XX/XX/year>, I was contacted by XXXX XXXX, who informed me that she had taken over my case from XXXX XXXX. XXXX XXXX proceeded to hastily inform me that Wells Fargo had decided to deny my claim. When I inquired about the appeal process, she curtly informed me that no such process existed and that I would receive a letter confirming the denial. XXXX XXXX did not offer any further explanation, nor did she inquire if I had any questions, which left me with significant concerns about the transparency and fairness of this process. 
Later that day, after reflecting on the conversation, I called back to verify the validity of the call and to speak directly with XXXX XXXX. I was informed by another Wells Fargo representative that XXXX XXXX was not handling my case, and that XXXX XXXX was indeed the one in charge. Upon being transferred back to XXXX XXXX, I requested to speak with either XXXX XXXX or the Program Administrator. XXXX XXXX implied that she was working within the Highest Executive Office and could not provide any further details, including the timeframe for when I would be contacted about the next steps in the mediation process. 
I pressed for more information about the mediation process, but XXXX XXXX was unable to provide a clear explanation or a confirmation number for our call, which further eroded my trust in the process. Despite having submitted the Mediation claim form on XX/XX/year>, XXXX XXXX appeared unaware of this, and stated she does not know what XXXX XXXX and I had discussed, leading me to believe that there is a deliberate effort to prevent my case from being fairly heard in mediation. 
Given that the deceptive practices are continuing with Wells Fargo, throughout this process, I am now requesting that the punitive damages be increased to four times the original amount requested. This increase reflects the severity of the situation and the need for accountability in how Wells Fargo has handled my case and future cases, wanting to go through meditation. 
On XX/XX/year>XXXX XXXX I called again at XXXXXXXX XXXX XXXX and spoke with XXXX XXXX again to verify if my mediation form had been received and processed. I also asked to speak with XXXX XXXX and was told she know longer works in the department for Wells Fargo. XXXX stated that she did not know anything about meditation, and her boss had instructed her to call me and give me the results of XXXX XXXX findings and could not verify if my mediation form had been processed or received. XXXX XXXX also stated that she had to open a new case for me, and she knew nothing about the mediation process. I pressed her on why a new case has to be open. She stated that when XXXX XXXX finished her findings the case was closed. Why would the case be closed when you have not come to a resolve with the customer or to see if they wanted to go to mediation? She stated that my case had to be reopened and I will be hearing from someone from Wells Fargo within 24 to 48 hours. She still could not verify if my meditation form had been reached by the Mediation Program Administrator. 
Furthermore, I formally request that all calls related to this matter be pulled and reviewed, along with the notes on this case, as evidence of my conversations throughout this process. These recordings will clearly demonstrate the mishandling and lack of transparency that I have experienced. 
I respectfully ask that this mediation of my mortgage case proceed with full transparency and that my concerns regarding the handling of my case be addressed. I seek a fair resolution and an opportunity to present the facts of my case in a manner that allows for a just outcome. 

1. Did not offer Due Process of Mediation and stated there is no appeals process available.

2. Implied that she was in the Program Administrator Office ; by stating she was with the Highest Executive Office at Wells Fargo.

3. Did not offer any direction or timing of the next steps in the mediation process.

4. Was not able to give me an appointment, date or time for mediation 5. Had to ask what the timeframe for medication and getting an appointment she then started with the next 24 to 48 hours.

6. State someone would call me from Wells Fargo in the 24 to 48 hours but still no information on meditation. 

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