Consumer complaint received 2023-01-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
XX/XX/XXXX I was directed through XXXX HUD consoling that I meet requirements to be considered for the XXXX  XXXX XXXX for XXXX relief. That date my application and consoling was completed and turned into XXXX mortgage assistance and Wells Fargo was servicing my loan was informed as well of being enrolled in the program and that I was not able to pay my mortgage now and for some time in the future while I establish new job. At this time is was XXXX  days behind for {$1400.00}. Wells Fargo includes the programs information on their website as an option for mortgage assistance but they still reported my mortgage late 2 months in a row even though enrolled in a program through the state. I was approved for the grant XX/XX/XXXX for {$14000.00} and state would be sending funds monthly directly to Wells Fargo. I have award letter from state. I was in continued communication with Wells Fargo through out entire process. They did make me aware that they too have options for mortgage assistance if something does not work out with the state but that I could not be enrolled in XXXX assistance programs at once. They are stating I declined their help, I did decline their help but only due to fact I was already approved from XXXX  for the grant and from being told that I could not submit an application to Wells Fargo while having an active account with the state of XXXX. XX/XX/XXXX I got a notice from the state of TN saying I was not going to get the grant at this time stating hardship could not be fully proved from XXXX XXXX and I can appeal within 30 days. I immediately called Wells Fargo and let them know and asked what I can do right away and was told by XXXX XXXX XXXX I was still unable to apply for help because my account was still active with the state at that time and once the appeal process was over I could then apply for assistance from Wells Fargo. At this time I was unaware Wells Fargo was selling my mortgage to new servicing company that takes over XX/XX/XXXX. I received my response from my appeal with that state of XXXX  and it stated that my loan servicer rejected the terms and XXXX from the state because my home was in late loss mitigation. Wells Fargo still has not told me this despite calling every other day for weeks. My home is only in late loss mitigation because I was enrolled in an approved mortgage assistance program. After speaking with home preservation again at Wells Fargo XX/XX/XXXX they felt my XXXX did not get approved from Wells Fargo because they wanted the money as a lump sum on past due balance and my mortgage was already in process of being transferred to new servicer and they could not help me at all or do anything. They stated I could not put in a application for mortgage assistance because there was not enough time to process it before new servicer took over XX/XX/XXXX. I understand that but not my home is in default, I was denied a {$14000.00} XXXX from the state because XXXX wouldn't accept terms. How can they turn down much needed help for a home owner? I am a single mom with XXXX young children and suffering Finacial hardship from my business being closed XX/XX/XXXX after 2 years of problems starting with covid. It is unfair how I have been treated and now my options are extremely limited from my home now being in default, they are asking me to pay {$10000.00} in a lump sum within 30 days or foreclosure process starts. My XXXX XXXX dropped XXXX points from my mortgage being reported late and that limits almost any other option to help me with my loan. If I had the {$10000.00} I would have been paying my mortgage the entire time, as well as not providing me any options in that 30 days. They sure send me letters everyday saying they will help but I call and get a different answer every time. XXXX has been looking into this for me as well as well as XXXX HUD. In response to XXXX on appeal they have been notified about loss of business from covid happened after home purchase.

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