Consumer complaint received 2025-06-17 00:00:00
Product: Mortgage — Other type of 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: CA

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT Consumer : XXXX XXXX XXXX XXXX XXXX Company : Wells Fargo Bank , N.A . Product : Mortgage Issue : Struggling to pay mortgage / Problems with mortgage servicing Account : Ending in XXXX Complaint : I am filing this complaint regarding Wells Fargo 's contradictory statements about mortgage record availability and their refusal to provide documentation required under federal law. 

Background : My mortgage loan was paid off in XXXX. I have been seeking documentation about loan servicing decisions made between XXXX, including information about loan modifications, payment assistance programs, and errors Wells Fargo acknowledged occurred with my account. 

The Problem - Contradictory Record Claims : 1. XX/XX/XXXX Letter : Wells Fargo claimed they " no longer have records to validate what transpired with your account '' and stated my loan had been " purged from our system of records '' due to an " allotted seven year time frame. '' 2. XX/XX/XXXX Letter Wells Fargo now admits they " inadvertently advised you that we no longer had records of your account '' and confirms they " do have records of your account. '' This contradiction spans only three months and directly impacts my ability to obtain information I'm entitled to under RESPA and TILA. 

Specific Issues : - Wells Fargo refuses to provide a complete audit of account decisions ( XXXX ) - They claim affordable loan program guidelines are " proprietary '' when applied to my specific case- They initially denied having records, then admitted records exist but now want ME to provide THEM with information they should already possess - They acknowledged errors in my loan modification and provided compensation, but refuse to explain how compensation was calculated * * What I'm Seeking : * * 1. Complete mortgage servicing records ( XXXX ) 2. Documentation of all payment assistance applications and decisions 3. Records of loan modification processes and approvals 4. Complete documentation of errors identified and remediation provided 5. Explanation of how affordable loan program guidelines were applied to my account Legal Basis : Under RESPA Section 6, I have the right to request information about my mortgage loan servicing. Wells Fargo 's contradictory statements about record availability and their refusal to provide complete documentation appears to violate federal requirements for mortgage servicer transparency. 

Impact : Wells Fargo 's contradictory responses and refusal to provide complete documentation prevents me from understanding what occurred with my mortgage and whether I received proper treatment under federal lending programs. 

I request that the CFPB direct Wells Fargo to provide complete documentation and explain why they initially claimed records didn't exist when they now admit records are available. 

Supporting Documents : Copies of Wells Fargo letters dated XX/XX/XXXX and XX/XX/XXXX showing contradictory claims about record availability upon request

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