Consumer complaint received 2022-07-05 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
On XX/XX/2022, I received a letter from XXXX XXXX ( XXXX, ext. XXXX ) a Mortgage Specialist at Wells Fargo, assigned to my HELOC account. 
From the time, I submitted the application along with the required documentation. There were many setbacks with different requests for additional documentation. And, now after six months, still I'm waiting to obtain the payment deferral that I expected to receive for this loan and be able to resume my payments for this loan. 

This whole process has been confusing and extremely stressful. 
In reference to this Line of Credit ( Account # XXXX ). On XX/XX/2022, I have received a letter from XXXX XXXX also assigned to the Line of Credit, in response to a request for assistance I have made. He requested the following documents : IRS Form 4560C and Mortgage Assistance Application. In order to get this application from Wells Fargo, I had to wait three weeks. The completed applications and other documentation were sent on XX/XX/2022, via fax, at a Wells Fargo branch at the request of XXXX XXXX. 
On XX/XX/2022, a new request for the same documentation including additional information was sent from the designated fax number of the Wells Fargo branch. Starting late XXXX and until now I have called XXXX XXXX, at least 10 times and left messages requesting an update or progress of the application in question, without any response. At this point, I was extremely troubled and did not know what to do. 
Frustrated, I contacted XXXX XXXX by phone ( XXXX ext. XXXX ), who in the past had handled my account. She was very helpful, reviewed the documents I sent to XXXX XXXX, and advised me to call him again. At that point, I explained to her that it was impossible to get in touch with him and that I already called him many times, with no response, and asked her to be the point of contact. Since she provided such a good service and a prompt response to my inquiries. On the week of XX/XX/2022, I called XXXX XXXX again, to ask if she had news on the application, for the reason that I have not heard from Wells Fargo. To my surprise, she told me that for some reason my application was on Q at the underwriting department, and she suggested reviewing the documents, while we were on the phone. Once reviewed the documentation, she sent it to the Underwriting Department through an email, and she told me since the paperwork was completed, I will be receiving a response in the next five days. 
After a few days, ( XX/XX/2022 ), I received an Email from XXXX XXXX indicating that she had uploaded the documents into the system and requested a Social Security Retiring Award Letter for my wife and me, which were already provided. 
By XX/XX/2022, I called her back, not having a response from her or XXXX XXXX, and left a message urging her to call me back. To this date, I have not heard from either one. 
On Friday XXXX, 2022 in the afternoon my wife received a call from XXXX XXXX XXXX representing Wells Fargo ( XXXX, ext. XXXX ) informing her that the Line of Credit request for assistance was terminated on XX/XX/2022, being the reason for missing documentation or not delivered on time. 
My wife and I have been living in this house for over 34 years and this entire process has been a nightmare, and it is affecting our well-being. 

XXXX XXXX XXXX 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