Consumer complaint received 2022-08-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: HI

Complaint narrative:
To whom it may concern, My family and I have been experiencing a significant hardship due to Covid-19. From lack of work, to closing down a business that we ran, and taking care of the kids with online classes and homeschool. 

This has prevented us from being able to make payments towards our mortgage. 
When the repayment process was suppose to start back in XX/XX/2021, we needed help and assistance to work with the bank on payment options. 

Wells Fargo ( servicing mortgage ) and XXXX  XXXX XXXX ( Holder of mortgage ) have been giving me the run around on trying to help me. They keep requesting more information and documents which I provide them with all that I have available. Then they cancel the process and I have to start all over again. Then they cancel the process and deny any help. It is now moving into active foreclosure status. 

They did not reach out to me for more information or that they were going to cancel the loan modification process. In letters and emails they state that it could take 10-30 days for their review. I keep checking the online portal for any updates, only to find that they close the portal down on me. Then I call Wells Fargo to get the status and they state that the application was denied due to lack of response. I have received emails stating that I have completed all the required documents that they requested, and submitted all that they requested. So it was surprising that they canceled the application and moved forward with foreclosure. 

I kept checking the online portal to complete the tasks needed and then they close it down with no warning or notice that they denied any help. 

This is the 3 or 4th time that I have to submit another mortgage assistance application. 

There is currently an outstanding balance of {$140000.00}, of which they want it all upfront or paid back within 3 months. We are not able to come up with that amount at this time. 

Wells Fargo has sent the case to a collection agency : XXXX XXXX XXXX XXXX. And now getting demand letters from them. 

I feel that they delayed any help and support, especially when the interest rates were lower in the beginning of the year, and now afraid that I will have to pay more because of their delay. 

We are at a loss and not sure where to turn to get help. We want to stay in the house, else we will have to look at selling and moving somewhere else. 

We are currently in Wisconsin to help with my parents and their health concerns. My father is in the XXXXXXXX XXXX XXXXXXXX XXXX XXXX. I am afraid that we will not have a house to come back to. 

I feel that the mortgage companies have not done anything to help us through this difficult time and the hardship that the Covid-19 pandemic has caused. 

It has been hard and stressful for my family and I through this entire process. 

We would like to be able to work out a plan that works for us and the bank and save the home. 

Any help would be appreciated. 

Thanks for your time and attention, 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