Consumer complaint received 2025-05-13 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: MD

Complaint narrative:
I am writing to formally raise a serious complaint regarding how my mortgage account is being handled. I have made consistent efforts to work with your team in good faith to bring my mortgage current, but I have encountered repeated obstacles, a lack of transparency, and what I believe are violations of standard mortgage servicing practices. 

1. Unauthorized Mortgage Increase In XXXX or XX/XX/XXXX, my monthly mortgage payment was increased to over {$1100.00}. I was told this change was part of a plan to help me catch up on my loan, but at no point did I receive or sign any documents authorizing this increase. This change was made without my written consent. 

2. Failure to Provide Loan Documents After falling behind again, I attempted to work with Wells Fargo for another loan modification. Your representative tried to have me accept a loan agreement verbally over the phone, which I declined. I specifically requested that the agreement be emailed to me for review, and was assured it would be sent. I never received the documentation, despite follow-up attempts. 

3. Misleading Information Regarding XXXX When XXXX questioned the reason behind the mortgage increase, your team informed me that XXXX  had raised the payment and referred me to XXXX. When I contacted XXXX  directly, I was told unequivocally that they do not make any decisions regarding mortgage payment amountsthat authority lies solely with the financial institution. This referral was both misleading and unhelpful. 

4. Unauthorized Communication with Third Party It has come to my attention that Wells Fargo has been communicating with my estranged husband regarding this mortgage. This is deeply concerning, as he is not contributing to the mortgage payments and is actively trying to take the property from me. Communicating with him without my consent, especially during an ongoing divorce, is unacceptable. 

5. Threats of Foreclosure Despite my repeated efforts to resolve these issues and request documentation, I continue to receive threatening foreclosure letters and emails. These actions feel punitive and aggressive, particularly considering that Wells Fargo has failed to provide me with the documents I need to review, sign, and proceed with assistance. 

Request for Immediate Action : I am requesting the following be addressed without delay : An explanation for the unauthorized mortgage increase and who authorized it. 

All documentation related to the modified payment plan ( s ) and any pending agreements. 

A written clarification of who your office is authorized to communicate with regarding my mortgage. 

Immediate pause of foreclosure activity while this matter is under review and unresolved. 

A review and reinstatement into any available assistance or modification programs, with proper documentation provided for my review and signature. 

I am documenting this as a formal complaint. If these matters are not resolved promptly, I will be filing complaints with the Consumer Financial Protection Bureau ( CFPB ), state regulators, and seeking legal counsel. 

This situation has been exacerbated by my financial hardship and divorce, and I am simply asking for fair treatment, transparency, and proper communication. 

Here is the email I recived from Wells Fargo : Thank you for reaching out to us regarding the current approved workout option. We received your request to explain the reason for the payment increase. See details below : Before : Monthly Payment {$960.00} Interest Rate 3.500 %, Monthly XXXX XXXX XXXX {$470.00}, Taxes {$350.00}, Insurance {$120.00}, Maturity Date XXXX/XXXX/XXXX After : Monthly payment {$1100.00} Interest Rate 7.125 %, Monthly XXXX XXXX XXXX {$610.00}, Taxes {$390.00}, Insurance {$130.00}, Maturity Date XXXX/XXXX/XXXX You are not obligated to accept this offer. The offer is designed to reinstate your loan to a current status, avoid foreclosure, and save your home. 

Please note that when declining the approved options, any delinquent balance will need to be satisfied before the removal from our department to avoid any negative impacts. If the full amount is unable to be paid, we may be able to discuss alternative solutions such as liquidation options. We will document your email response ; however, declining the plan would need to be completed verbally over the phone. We would like to go over the terms with you to answer any questions you may have and to help provide any other assistance if possible. 

We're here to help Received : XXXX XXXX, XXXX XXXX PM Sent : XXXX XXXX, XXXX XXXX AM Expires : XX/XX/XXXX XXXX AM From : XXXX To : XXXX Cc : Subject : Mortgage Payment Increase Hello Wells Fargo, I am writing to formally express my concern regarding recent changes made to the amount of my mortgage payment. I was directed to contact XXXX  XXXX for clarification, and after communicating with their office, I was explicitly informed that XXXX  neither made nor had the authority to modify the terms or amounts associated with my mortgage. 

This makes it clear that the action was taken solely by Wells Fargo. 

I am seeking immediate clarification and resolution regarding the changes to my mortgage amount. As a responsible homeowner committed to fulfilling the terms of my agreement and completing the program, it is essential that I fully understand these changes and ensure they are both accurate and appropriately applied. 

I am prepared and willing to make the appropriate payment, but I need this matter resolved promptly so I may move forward in good faith. Please provide a detailed explanation of the changes made, including any documentation that supports the modification, and outline the steps necessary to correct or move forward with accurate terms. 

I would appreciate a timely response so that I can bring this situation to a close and continue making consistent payments on my mortgage. 

Thank you for your prompt attention to this matter. 

Respectfully, Service From : XXXX To XXXX Fri, XXXX XXXX at XXXX PM XXXX is unable to assist with this matter. If your primary mortgage service is unwilling to assist, please contact the XXXX  XXXX XXXX via email at XXXX or XXXX. 

Thank you. 

XXXX | Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Fax : XXXX From : XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX PM To : Service XXXX I spoke with Wells Fargo, they referred me to XXXX  stating that XXXX  changed my mortgage amount. It seems as if XXXX  and Wells Fargo are pointing the finger. I'm just trying to get come clarity. 






On Thursday, XX/XX/XXXX at XXXX AM XXXX, Service XXXX wrote : Expires : XX/XX/XXXX XXXX PM From : XXXX To XXXX XXXX : Subject : Following up on the Wells Fargo account This message was sent securely using XXXX Dear, Thank you for your email. We apologize for the concern this has created. 

Your new terms and interest rate is determined in review by your financial situation, affordability, and the current market interest rate. 

Please reach us at XXXX and any representative will be happy to discuss this decision with you.

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