Consumer complaint received 2021-02-19 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
This is to explain in detail how Mrs. XXXX XXXX has been treated throughout her hardship and modification process. XXXX XXXX XXXX XXXX  first spoke with Wells Fargo on XX/XX/XXXX. This first call was done to see if the client was in an active foreclosure status. At this time, she was not actively in foreclosure and had an arrears of {$8200.00} due for seven payments. A loss mitigation packet was submitted to be reviewed for a modification on XX/XX/XXXX. From XX/XX/XXXX through XX/XX/XXXX, documents were sent to make sure the file was complete for the underwriters to complete their review and submit their numbers to the investor for an approval. XX/XX/XXXX, they had a complete loss mitigation packet, and the file was then sent to the underwriting department for their review. As of XX/XX/XXXX, the underwriters stated they needed additional documents for their review. XX/XX/XXXX, those missing documents were sent over for review. XX/XX/XXXX, the underwriters stated they had additional documents needed for completion of the file. Documents were sent in XX/XX/XXXX. XX/XX/XXXX MORE documents were needed to complete the file again. These documents were sent XX/XX/XXXX. The same scenario with the call done on XX/XX/XXXX. Additional documents were being requested to complete the review. XX/XX/XXXX, and XX/XX/XXXX, the missing documents were sent to Wells Fargo. When we called on XX/XX/XXXX, we were informed that Wells Fargo placed Mrs. XXXX on a COVID-19 forbearance plan without her consent. Doing this caused the modification review to be cancelled out ; therefore, this would require us to start the process all over again. When we informed her of the forbearance plan, she was not pleased. She stated they did not ask her if this is what she wanted ; they, instead, placed her on this plan without any communication with her or our office. We spoke with Wells Fargo again on XX/XX/XXXX, to cancel the forbearance plan and were told the client would need to send over a written letter signed by her to opt out of the forbearance plan they placed her in. We sent over the letter she wrote opting out of said forbearance plan. We confirmed on XX/XX/XXXX, that the letter was received, and they were beginning the modification review all over again from scratch, although nothing had changed with her income or anything else during time. XX/XX/XXXX, we spoke with Wells Fargo and they stated to be reviewed for a modification, Mrs. XXXX would have to submit a new application for mortgage assistance. We sent over all the documents needed. We went back and forth with sending document after document to Wells Fargo from XX/XX/XXXX through XX/XX/XXXX to complete the file and finally get it sent to the underwriting department again on XXXX XXXX. This is where more issues come into play. The underwriters requested on XX/XX/XXXX, for the application ( something that had been sent prior ) to be notarized. This request came in the middle of a pandemic when everything in New York was shut down, reduced hours, and appointments only due to the COVID-19 pandemic. Mrs. XXXX explained to me that completing this while she was still required to work was nearly impossible. We expressed this to Wells Fargo as well. They did not budge on the decision to do this ; they still required the documents to be notarized. For her to do this, she had to schedule an appointment and miss work. Missing work during this time was not an option for her. Those are points against her at her job, which could end up costing her job if she obtains too many points. XX/XX/XXXX, we sent the Wells Fargo Mortgage Assistance Application that was notarized to Wells Fargo. XX/XX/XXXX, Wells Fargo stated they needed a XXXX form and a borrowers authorization to obtain information form notarized and sent back. Again, Mrs. XXXX had to miss work, schedule an appointment with a notary, and get another point from her job. Two points in two weeks and she was then placed on probation at her job for missing. We sent the documents over on XX/XX/XXXX. The file was sent to underwriting again on XX/XX/XXXX. XX/XX/XXXX and XX/XX/XXXX, Wells Fargo stated the file was still with the underwriting department. XX/XX/XXXX, we called Wells Fargo and they stated the file was removed from loss mitigation on XX/XX/XXXX. No reasoning was given for the removal. We explained that did not sound right as the previous updates were stating the file was pending a decision from the underwriters. The representative stated she placed the file back to the underwriting department and the underwriter would need the XXXX form and the borrowers authorization to obtain information notarized and sent back. We explained that this was done on XX/XX/XXXX. The representative found these documents and sent them back to the underwriting department. XX/XX/XXXX, we were told of missing pay stubs needed. Those were sent on XX/XX/XXXX. XX/XX/XXXX, the file was sent to the underwriting department again. XX/XX/XXXX, Wells Fargo requested the authorization to obtain information AGAIN. They also requested more pay stubs and bank statements. We sent all documents again. XX/XX/XXXX, the file was sent bank to the underwriters for their review. XX/XX/XXXX, the underwriter stated they needed a bank statement for her account with XXXX Bank. We sent two bank statements for that account over on XX/XX/XXXX. XX/XX/XXXX, the representative informed us the underwriter was requesting the borrowers authorization to obtain information AGAIN. Once more, we stated to her that had been sent more than once and they did, in fact, have the document. She found it and had the file sent back to the underwriting department. XX/XX/XXXX, the underwriter requested a bank statement for her XXXX XXXX  account showing her full account number. They stated it was to show proof of her income deposited into that account ; however, on her pay stubs it shows the last 4 of the account number and the bank name showing exactly where the money was sent. This also reflected on her bank statements she sent in as well. We stated that Mrs. XXXX statements can not be altered by the bank and they are not going to change their statements for one person. XX/XX/XXXX, they stated the same documents were still needed. We put in a complaint with Wells Fargo Executive Office this same day. We explained everything to the executive office and expressed that it was very clear they were not taking this serious and did not have the clients best interest at bay. We followed up on XX/XX/XXXX, but due to the XXXX holiday, the executive office was not available to speak with us. We left two voicemails for their department with no call back. XX/XX/XXXX, they were still requesting the same bank statement. Even with a letter of explanation and verbal clarification that she would not be able to get this, they continued to ask for this document. Based off the dates and communication listed in this letter, it is very clear that Wells Fargo has no interest in assisting this client. We have sent every document that has been requested and even went a step further to have multiple documents notarized during a global pandemic. This should have been completed months ago, yet we are still going back and forth with Wells Fargo and no end in sight. As of XX/XX/XXXX, the underwriter is still requesting a special bank statement from XXXX XXXX. Even after letters and verbal clarification that the bank will not send those to her, they continue to ask for this one document. They will not move forward with the modification review. This could potentially cause Mrs. XXXX to lose her home or be placed into an active foreclosure, costing her even more than she is behind. Please assist us in this situation as we see no end in sight working with Wells Fargo.

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