Consumer complaint received 2023-11-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Have been trying to work with XXXX in gettng a loan modification and they continue to deny because they state i have past the XXXX to qualify for a certain modification and theyt stated i dont quality for a different modification becauese the XXXX percent exceeds what i can afford it would be more than XXXX percent. There were errors that occured and I had asked them to consider circumstances do to loss of family members. it has continued to prolong because they wont go to the invester to seek a waiver do to what has happened to financial hardship all i was wanting to request that the amount of what is owed go to the rear of the loan so that i would be able to start paying my mortgage if they dont do it it inflates to XXXX compared to XXXX i had orginally. I tried to work on getting a modification but they wont consider the reasons why. i cant afford to pay the rearage of the loan from when i initally requested the loan. I feel this is prolonging and i am still getting denied. I asked them to go to the investors as well which is now XXXX XXXX to consider an exception. I have a combat XXXX veteran daughter who served in the war in XXXX and incurred injuries including XXXX and physical injuries. I asked them to consider all of the circumstances to what has occurted. My other daughter past away during covid and that is why i was placed in the situation. I will provide a letter to explain all that has happened including errors by XXXX. and yet i can not be able to get a modification that is fair. It just feels like there will continue to be denials when it should not have gotten to this point. All I am askjing for is what is fair due to the errors and circumstances of how all this came about.How is it fair when I lose a daughter age XXXX to covid and let them know ahead of time before it started to happen due to financial hardship and then the prolonging and lettig my modification lapse to past 90 days when they didnt ' try to let me know that that was happening. it started from lack of communication and doing some wrong things. 
date contacted XXXX beg XX/XX/2021 daughter past away in XXXX what do i do to let you know I am in financial harship, They said wait til my foreberance came up on XX/XX/XXXX then apply for modification application. On XX/XX/XXXX called them the day my mortgage was due. They said to just submit my finances to them I did along with my other daughter XXXX comes they said oh we need another aplication submitted with my financies again. did it. XX/XX/2021 oh we need more information submitted your application is being reviewed. XXXX i believe end of XXXX. Relationship XXXX talks to us your application is 90 days past we said how can that be you stated it was in review. Relationship XXXX states oh well I just want you to sign the back of another signature page dont submit the application again just sign the back signature form with the date. That did not feel right. I said is all alright she said yes. Usually you would submit a new modification application for the proper guidlines in submitting. But we did what she wanted us to do i felt strange doing that it didn tfeel right to do. but we were told to do that so we did. Well they apparently let the apllication lapse past 90 days not me. I said is this going to affect me she said no. But it did when i got the letter it was that I was denied for a modification due to 90 days past. And i didn tquality for another modification. So here we go now it is XXXX its been several months and i got denied. This started the prolonging. when i was trying to get it going quick to get started. Yet i didnt understand why they would deny me our incomes were sufficient for a loan modifiction.. No matter how i stated the hardship it didnt matter i was denied.We had another household member with us so incomes were there. I didnt understand why woululd they give a modification. i sent letter stating what had happened did constant communcation. it was just a constant battle to try to get them to even reinstate the loan place the amount to the rear to move forward. At that time I was already gettting to the 6 month past due mortgage. I knew i didn thave the money to pay XXXX or even XXXX past.i every time i would apply they said i didnt qualify and kep t saying im 90 days past when it wasnt my fault. Now its to a point where it has gotten to this point and time with constant denial wheni just want a resolution in giving me a modification to stay in my home. it was because of the circumstances and i can afford to pay the original XXXX but to the excessive XXXX is not fair. When it wasnt me who cause the errors including a mistake on doing a foreclosure on me. The letter will state the circumstances and why. i want it investigated and hear the circumstances as to why and get with the investors in my mortgage to hear me. I am now with XXXX XXXX why cant they see the circumstances of the situation on how i was put to this point. i just want to stay in my home and be able to have a modification that is fair and reasonable and place my amount owned to the rear of the loan. Why cant that be possible giving the situation nd the errors done on my application. 
You how can anyone know what it feels like when you lose a daughter and have another one who is dealing internal deep wounds from a war she fought for her country and to come back broken and is XXXX total and permanent XXXX and still try to stay above this all.Not knowing if I will be able to continue living in my home because ot the situation of losing my daughter and going day by day with this battle of tryingto get XXXX to convey all this information to my mortgage company investors which is now XXXX XXXX. I just want what is fair given what has happened and I have family here. I dont want to leave my home I just want to be given fair and reasoble modifiaction and asking to please put what is owed to rear of the loan and make an exception because of what has happened it should not be like this ive tried and tried to point out the discrepancies of things and how it was not fair. im reaching out for some hope and now have to do this complaint because there is no resolution at thistime i just want this behind me and i want to stay in my home and be able to not stress with this and wonder. i would like this to be sent to Wells fargo Mortgage to review this andsee what can be possibly done.

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