Consumer complaint received 2017-10-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
I recently filed a complaint against my mortgage servicer Wells Fargo, addressing various improprieties and misrepresentations they have engaged in while handling my loan. Wells did respond and gave their version of events relating to the origination, the illegal disbursement of insurance checks, and the failure of Wells Fargo to offer any type of path forward to resolve this matter. In their response letter they emphatically stated that they are " done with me '' that they have already offered me help on multiple occasions, thus they will not even CONSIDER my current financial situation. This is a violation of federal, state and internal protocols. Wells Fargo is obligated to review my CURRENT and CORRECT financial circumstances in order to determine eligibility. They CLAIM in their response that I did not qualify for any programs and that my loan had a negative npv, but they never provided me with a detailed denial letter listing the inputs and values that they used, nor a listing of the programs that I was reviewed for. Based on Wells reputation with consumers and being straightforward I find it hard to believe that the information used to conduct this review or assessment is accurate -- additionally, according to their timeline this review occurred TWO YEARS ago. Things have changed, my financial situation has improved, I have my daughter and son in law living with me and they are working and contributing to all household bills. I have increased my sales and commissions each year from my XXXX XXXX job and Wells does not have any of this information on record. It is disturbing to think that they are going to refuse to even consider my situation at this time because I have been a " difficult '' customer. 

There is precedent to support my contention that this is a predatory mortgage loan. My current interest rate of XXXX % proves that beyond a shadow of a doubt. Wells Fargo and XXXX XXXX claim that they have no responsibility or liability because I " signed the loan docs and did not cancel the loan. '' I beg to differ. I was misled as to the terms of the loan at origination, XXXX is a notoriously shady lender, and I requested the original loan paperwork which would document and prove my claims of malfeasance. Why ca n't they provide a copy of the loan application and the 1003? Instead they try to put it back on me and avoid responsibility. Perhaps the courts will be the ones who decide how this plays out. 

I appreciate the background on the insurance claim checks and Wells version of events. I have disputed these facts for several years but it seems that this is not going to change anything. 
At the end of the day my goal is to get this matter settled and behind me. Please work with me to resolve this matter and offer a plan to put me back into current status on this loan so that I can resume making regular payments.

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