Consumer complaint received 2020-10-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
A friend, family member, and I have spent many hours reviewing my account statements from Wells Fargo Home Mortgage since the XX/XX/2019 statement, which was the beginning of a trial period for a loan modification. We have found that none of the statements are transparent and also very deceptive. I have no doubt this has been an intentional ploy by WF, as there is absolutely no other reason that my monthly statements have not accurately reflected the exact amount that is due. It appears more likely that there are other motives behind it. 
Starting in XX/XX/2019, Wells Fargo instructed me to pay {$1000.00} each month, to be paid any time during the month, instead of the usual {$1100.00} mortgage payment, a difference of {$170.00} per month. I've paid {$1000.00} every month since last XXXX, and this XXXX I paid the {$1000.00} and posted 2 additional payments of {$1100.00}. 
After the trial period, I was approved for the loan mod. My paperwork was supposed to be notarized and returned by the end of XXXX, but due to the pandemic and my own health concerns, Wells Fargo agreed to allow me to get the paperwork notarized at a later date as long as I continued to make a monthly payment of {$1000.00}. Wells Fargo did not assign another deadline for me to get the paperwork notarized nor did they ever warn me that not returning the notarized paperwork could result in a terminated loan mod. On the contrary, each month when I called to make a payment, I brought up the subject of the paperwork not being notarized and was assured the loan mod was intact. They also assured me that I could get the paperwork notarized when I felt comfortable doing so. When I called WF in XXXX to make the XXXX payment, I found that the loan mod had been terminated. They then placed me on forbearance, even though I had not missed a payment and I was not suffering a hardship due to Covid19. Wells Fargo kept telling me that they would not apply late fees or report to credit agencies if I remained on forbearance. I am requesting a written explanation from them now, stating why I would have received late fees or been reported when I had made monthly payments.

Every time I asked executives at WF ( 1 ) why my statements did not reflect the payments in the " overdue '' amount, and ( 2 ) why the amount that was stated as overdue continued to increase even though I hadn't missed a payment, I was told my statement would be adjusted when I got the paperwork notarized. I considered their response to my question to be absolutely ridiculous and dishonest.

After complaining to an executive supervisor in XXXX that I was always given inaccurate and conflicting information by employees in the executive offices, she told me to get my original paperwork notarized and return it ASAP. I did that the next day. Several weeks later I received a XXXX XXXX   letter from Wells Fargo. I was informed that they would not honor the notarized paperwork and they gave an apology that I was misinformed by an executive by being told to return it. 
Now I no longer have a loan mod with WF and I have also asked to be removed from forbearance, but my statements are STILL NOT ACCURATE nor up to date with regard to payments made and ridiculous " overdue amounts '' to be made in order to get the account current. I am requesting that Wells Fargo provide a current accurate statement of my account immediately, with a detailed explanation for any amount listed as " overdue. '' I would also like a credible explanation as to why they posted ridiculous amounts stated as " overdue '' every month, in light of the fact that I made the designated monthly payments. 
I am so tired of the corruption, lies, and deceit of Wells Fargo. This whole fiasco sounds absolutely crazy and honestly I wouldn't have believed it if I hadn't unfortunately experienced it first-hand. There is a very low bar set at Wells Fargo Home Mortgage and I have found there is no limit to their deceit, as the lies just continue to fit their latest altered version of the truth. It needs to stop and WF needs to be held accountable.

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