Consumer complaint received 2020-01-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
XXXX XXXX XXXX XXXX ) XXXX XXXX Property at : XXXX XXXX XXXX XXXX, PA XXXX Wells Fargo Loan Number XXXX Hello, I am contacting you to try get money back from XXXX XXXX XXXX in California address ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ). I lost my Job in XX/XX/XXXX and I was behind with my mortgage payments and I was working with XXXX XXXX XXXX from Wells Fargo Home preservation department to get a loan modification to bring my payments up to date and possibly to save in my monthly payments amount, but I was told I had to wait until I get a Job before they could approved me for the modification. While I was in the process of finding a Job, I was contacted by XXXX XXXX from XXXX XXXX XXXX offering me help to get loan modification. I was told by XXXX I needed a Job for them to help me too, so I had to wait. While I was looking for a Job, Wells Fargo offered me a forbearance plan for three months at a lower monthly payment of {$800.00} dollars instead of my regular payments of {$1100.00}, and I made one of those payments in XX/XX/XXXX. After the three months forbearance payments, I was supposed to have a Job and they were going to help me to get a loan modification to bring behind mortgage payments up to date and possibly lower payments. As soon as I found a Job, in XX/XX/XXXX, I called XXXX XXXX XXXX to find out what they were suppose to offer me, and they asked me for documents and immediately gave me an amount of around {$960.00} dollars for my new mortgage payments. I decided to give them a chance and I mailed them one of the three mortgage payments they asked me for {$960.00} in XX/XX/XXXX and after that, I was supposed to continue to pay around the same amount every month. After this, I called Wells Fargo to let them know I was working with XXXX XXXX XXXX and they told me to research XXXX  reputation, I did that and I find out that they have bad complaints in the XXXX XXXX XXXX website and they are not XXXX  accredited, and they have an F for XXXX  Rating. I called XXXX XXXX from XXXX and find out that their services were not free. I emailed XXXX XXXX from the XXXX XXXX XXXX twice, in XX/XX/XXXX and XX/XX/XXXX but He is not responding to me back. I am asking them to return the money to me and they do not seem to want to do that. Wells Fargo now keep asking for documents over and over again but I am still working with them to get them to do a loan modification and lower my mortgage payment a little bit too. Wells Fargo help is supposed to be free of charges. If you would like me to explain over the phone, please contact me directly. Thank you for your help in advance since all with this home has been a nightmare even to get the loan the first time, I had to invest money on it, even before I purchase the home because the Bank who owned the home back then, did not want to invest anything and the home had to look livable before I bought it. Thank you again XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Wells Fargo Home Mortgage XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, AZ XXXX XXXX XXXX XXXX Direct Telephone XXXX l Ext : XXXX l Fax XXXX XXXX XXXX XXXX XXXX Case XXXX Direct Line : XXXX Secure Fax : XXXX Email : XXXX My XXXX XXXX XXXX Client ID # : XXXX

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