Consumer complaint received 2025-12-22 00:00:00
Product: Mortgage — FHA 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: AL

Complaint narrative:
I am filing this complaint regarding serious mortgage servicing failures by Wells Fargo Home Mortgage connected to the transfer of my FHA mortgage to XXXX XXXX, which directly disrupted my pending loan modification and has caused ongoing harm After I completed and submitted a full loan modification / loss mitigation application with Wells Fargo, my loan was sold/transferred to XXXX XXXX. Wells Fargo failed to transfer my completed loss mitigation file and supporting documents to the new servicer as required. As a result, XXXX XXXX did not receive the application, documentation, or review status. 
Consequences of the failed transfer : Because Wells Fargo did not transmit the modification file : I was forced to start over and re-submit the entire loan modification package multiple times ( at least XXXX complete applications ) to XXXX XXXX. 
Each submission required the same hardship documentation, income verification, and forms that had already been provided to Wells Fargo. 
This caused months of delay, continued delinquency risk, and repeated servicing confusion. 

To improve eligibility and affordability, additional household income from another occupant ( XXXX ) was added and fully disclosed during the re-applications. Despite this added income, the modification has still not been properly reviewed or approved, largely due to repeated restarts and lost documentation following the transfer. 
Servicing failures : Failure to transfer a complete loss mitigation file during servicing transfer. 
Unreasonable duplication of requests for the same documents already submitted. 
Failure to provide continuity of review or honor the status of a pending application. 
Foreclosure risk and prolonged hardship caused by servicer errors, not borrower inaction. 

Completed Wells Fargos modification application in full. 
Re-submitted complete modification applications XXXX times to XXXX XXXX after the transfer. 
Provided all requested documents repeatedly and added additional income to support approval. 
Attempted to work in good faith with both servicers to reach a sustainable resolution. 
Harm caused : Ongoing foreclosure risk while actively seeking assistance. 
Emotional distress and financial harm due to repeated servicer errors. 
Loss of time, increased arrears risk, and inability to stabilize the mortgage despite eligibility efforts. 
After my loan was transferred, I submitted a complete loan modification packet to XXXX XXXX on or about XX/XX/year>, which XXXX XXXX acknowledged receiving. Despite this, XXXX XXXX repeatedly claimed documents were missing and required me to resubmit information. I received multiple automated acknowledgements and document needed notices, as well as notice that a loan workout was available, yet no final decision was issued. I also submitted probate/successor-in-interest documents that were acknowledged but later resulted in XXXX XXXX stating they could not locate my account. These repeated requests and internal failures show a lack of continuity of review and caused prolonged delay and foreclosure risk.

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