Consumer complaint received 2026-04-23 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: IL

Complaint narrative:
I am submitting this complaint regarding Wells Fargos handling of mortgage assistance/loss mitigation correspondence, notice, and account review during active foreclosure litigation involving the property at XXXX XXXX XXXX XXXX XXXX, Illinois XXXX XXXX During the foreclosure litigation, communications regarding mortgage assistance were being routed through Wells Fargos foreclosure counsel, XXXX XXXX XXXX. On XX/XX/XXXX, XXXX emailed me stating, We received the attached letter from our client regarding loss mitigation. I responded on XX/XX/XXXX that the address on that letter was incorrect and instructed that all future correspondence be sent to XXXX XXXX XXXX, XXXX, Indiana. Later that same day, XXXX replied : Thank you I will get this sent to Wells Fargo. Despite that written notice, Wells Fargo later took the position that there was no mailing error. In its XX/XX/XXXX written complaint response, Wells Fargo stated that the account was removed from payment assistance review on XX/XX/XXXX and that the removal letter was accurately sent to XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX. Wells Fargo further stated that no error has occurred. That response conflicts with the documented communication trail. Wells Fargos counsel was told in writing that the address on the loss mitigation letter was incorrect, and counsel confirmed that the correction would be sent to Wells Fargo. Wells Fargo nevertheless later relied on mailing to the very address that had been challenged and denied that any error occurred. There are additional servicing irregularities reflected in Wells Fargos own letters. A XX/XX/XXXX complaint response states that Wells Fargo had issued multiple mortgage-assistance letters in XXXX, including an XX/XX/XXXX letter saying the application was complete, a XX/XX/XXXX letter requesting documents by XX/XX/XXXX, and a XX/XX/XXXX letter saying the account was again entered into loss mitigation review. The documents in the file also show Wells Fargo sending various mortgage-assistance letters to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, including letters dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The file further contains a XX/XX/XXXX letter stating Wells Fargo was no longer reviewing the account for assistance because not all required documentation had been received. These shifting positions and repeated notices make it critical that Wells Fargo provide a complete and accurate account history, mailing history, and address history. I also never received a copy of the XX/XX/XXXX Wells Fargo loss mitigation letter that XXXX said was attached to its email. LOGS referenced the attached letter, I immediately disputed the address on it, but I still was not provided that underlying letter. My complaint is that Wells Fargo failed to maintain accurate address and correspondence handling during a live loss mitigation review and foreclosure matter, gave inconsistent explanations about the status of the review, and later denied any error despite prior written notice through the channel Wells Fargo required me to use. This raises serious concerns about servicing accuracy, notice, and the integrity of the mortgage assistance review process. I am requesting that Wells Fargo : Provide the complete XX/XX/XXXX loss mitigation letter and any attachments referenced by LOGS ; Provide the XX/XX/XXXX payment-assistance removal letter ; Provide all mailing records, mailing logs, image copies, and address history associated with those letters and all XXXX mortgage-assistance correspondence ; Provide servicing notes and internal account notes reflecting address updates, successor-in-interest handling, and communications with LOGS ; Explain why Wells Fargo stated no error occurred after its XXXX XXXX already been notified in writing that the address on the loss mitigation correspondence was incorrect and had confirmed the correction would be sent to Wells Fargo ; Correct the servicing record if XXXX XXXX and notice handling were inaccurate ; Conduct a supervisory review of the loss mitigation handling and written responses for this account. I am attaching supporting documents, including : my XX/XX/XXXX email to LOGS advising that the address on the letter was incorrect and directing future correspondence to XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX reply stating it would get that information sent to Wells Fargo ; Wells Fargos XX/XX/XXXX and XX/XX/XXXX complaint-response letters ; and Wells Fargos XXXX XXXX correspondence and complaint response reflecting the account history and repeated notices.

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