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

Complaint narrative:
We have been trying to get Wells Fargo to provide us with correct accounting on payments and application of funds and get different answers from different departments. We were struggling and filed XXXX XXXX so that Wells Fargo could get paid but when Covid came my husband and I both lost our jobs and we could not make the trustee payments and the bk was dismissed. We tried to get Wells Fargo to work with us but they said they did not have any unemployment programs. We asked if they had any Covid programs and they said no, but we heard there was a government forbearance that was available for us and they did not give us access. We then were told we had to talk to the legal department because they were starting foreclosure. When we talk to the legal department the Attorney says we have not made payments since XXXX and our balance is {$810000.00}. We were shocked, since Wells Fargo received regular mortgage payments from us until XXXX when we entered into the bankruptcy and the trustee paperwork shows that Wells Fargo received close to {$100000.00} from our bankruptcy payments. A different department told us the actual balance was only {$510000.00} but then two weeks later we are given a different figure. We have serious questions regarding these funds paid and believe many of the payments we made to Wells Fargo through the trustee are unapplied so we want to know where all of that money has gone. We went through some tough times but our family is in a much better financial place and we can afford a fair mortgage payment if Wells will do a proper review of the current and correct information. They have told us in the past we can't help you, there is too much income. Then a few months later they tell us, we can't help you, there is not enough income. We think this is all very suspicious, because different people at the bank tell us different things and now we are being put into foreclosure and they have not reviewed the income that our family makes now. 

We refinanced this house in XXXX with XXXX XXXXXXXX and after a few years the loan was transferred to Wells Fargo. My husband has worked in XXXX XXXX XXXX XXXX XXXX XXXX XXXX  for almost 30 years and I work in XXXX XXXX to help make ends meet. At times his income fluctuates due to housing and building market and we have struggled with bills. In XXXX we were struggling financially and tried to apply for a modification with XXXX, but they first told us that we did not make enough money to qualify then later we make too much. We filed for bankruptcy in XXXX XXXX  so we could make sure XXXX got paid. We made these payments on time through XX/XX/XXXX and {$74000.00} was paid by the trustee to Wells Fargo. Then the payments continued through XX/XX/XXXX and Wells Fargo received another {$28000.00} to the mortgage from the bankruptcy. ( see attachment ) Due to Covid my husband and I both lost our jobs and we could not keep up with the bankruptcy payments and it was dismissed. At that time I called Wells Fargo many times to ask for help but the agents did not provide access to the government CARES program, forbearance or any options. We were then referred to the legal department and they gave us wrong information saying we had not made a payment since XXXX and owed over {$810000.00}. Different people at Wells Fargo told us different things about our status and what we owed. All we wanted was a chance to fix this problem and be reviewed for modification but Wells agents blocked these programs from us. Finally someone at Wells Fargo agreed to review our finances for modification but they had wrong and outdated information and denied us. Our financial circumstances have changed. My husband is getting paid a higher wage and our XXXX adult sons are living with us and contributing towards the monthly housing expenses. We deserve the chance to be reviewed for loan modification and restructure options based on the current and correct financial information.

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