Consumer complaint received 2023-04-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
This is my second time filing the complaint against Wells Fargo Mortgage Company because this company is the one got us in trouble, and refusing to communicate with us for more than two years.

This is what happened : During pandemic, the Wells Fargo Mortgage company reached out and offered me mortgage assistance with forbearance for a couple of months. 

By the end of the forbearance, they told me to pay all of the amount together for the months that I was putting on forbearance. 

If they had explained to me that was going to happened, I would never taken their forbearance program. 

Then they default my loan and threaten me with foreclosure process on my property. 

The information on their website is never the same with what they said or display on the automatic machines. 

They froze my account and I couldn't continue to pay for my mortgage even though I was able to pay monthly payments. 

Wells Fargo Mortgage never explains anything going on with my property. I was passed around more than twenty two customers during the period of two years, and no one could answer anything.

Superior Court of XXXX XXXX was the one told me that there is fraud activity on my mortgage loan, and suggested me to get a lawyer. 

They sent out letters and letters to the house, but when we called, they never have answers for our questions, including upper management team. 

I bought my house in 2012, with the kids ' dad I was married to him until before pandemic took place. 

I was the one paying for the mortgage since 2012, but Wells Fargo did not care who was paying as long as someone was paying. 

Wells Fargo got me into this mess with their forbearance program because I was able to pay monthly until they put me into their assistant program. 

I did not needed their help, and I still do not want their help, but they are dishonest people that want to take away a house that my ex- husband and I bought for our children. 

About this complaint is : I bought my house for around {$450000.00} in 2012. We have been paying consistently until pandemic took placed, where Wells Fargo came to us with forbearance program. 

Wells Fargo Mortgage did not help anything with the mortgage loan, and stopped the access to make payment on the loan. I couldn't log on to the website, and the checks were returned. 
Now my family and I want to save our property from Wells Fargo, and asked for the pay off amount, no one wanted to answer me. 

when I called the last time to XXXX XXXX ( Executive Office Case Specialist ) for pay off amount to save my house, she told me she did not want to talk to me because I was not on the title. I don't understand why she refused to tell me the pay off amount to save my own home. If I want to help pay off someone's loan ( for parents, or my kids, or my best friend ), why should it matter that my name is on the tile of the loan? Now, as you requested, I am on the title of the loan legally. I have told you it was in the process, and you have not bothered to talk to me about the loan. 

My ex- husband gave authorized solely to me on the title as of today, and my documents are on the way to Wells Fargo as well, so that they can no longer Not answer my questions ( what I hope, but I know they will be the same ). 

I want Well Fargo Mortgage to answer me why I have to pay around {$460000.00} for my house when I bought my house for around {$450000.00} in 2012. The amount on the website says my pay off amount is around {$300000.00}. When my lawyer asked for the amount in document of pay off amount on XX/XX/XXXX, is far more than what I have purchased in 2012. 

I know why. You added all these fees when you put a stop on my loan account and now is exceeded to {$460000.00}. You put me into a situation that I have no way out. 

How is that possible? We were paying for almost 10 years on our home consistently. All those years that we made payments were never put into our loan then? 

I am doing this complaint for my XXXX kids. This is their childhood home, and my daughter has two more years to graduate from high school, and now I do know what I have to tell her about her living situations because of Wells Fargo Mortgage Company. 

I know they never answer our questions or have any solution for their customer. 
I have XXXX trust in them, and zero believe in them. For them to come and shake our family like this is inhuman. This house is my kids ' heart, and future, and created with love, blood and sweat. 

I just want to pay what I own ( the actual honest amount, not they added up all extra fees ), and I do not want to deal with them ever. 

And I know I am not the only victim, and they have not stopped what they have been doing for years on hard working parents like me and many others. 

This has to stop. 

*I have attached the documents of the title of my house with my name on it.

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