Consumer complaint received 2025-10-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am filing this complaint against Wells Fargo Bank , N.A . regarding the handling of my COVID-19 mortgage forbearance and the subsequent remediation process. 

Wells Fargo placed my loan into forbearance in XXXX and later required a lump-sum repayment in XX/XX/XXXX, despite having previously indicated that I would have a full year to resume normal payments. This sudden change caused severe financial harm, including the forced closure of my business, diversion of COVID relief funds meant for business expenses, missed 401 ( k ) contributions, canceled insurance coverage, and significant personal stress. I avoided foreclosure only because I contacted the XXXX XXXX XXXX XXXX ( XXXX  ) at Wells Fargo for emergency intervention. 

In XXXX, Wells Fargo sent me a remediation check for {$7200.00} in XXXX, stating that it represented {$5000.00} for potential expenses and {$2200.00} for time funds were unavailable. However, the bank has repeatedly refused to explain how these figures were calculated. I was told the amount was decided before they received any of my documented losses, which now exceed {$58000.00}. My repeated written requests for a full calculation or explanation of how the check amount was determined have been ignored. They simply repeat how they broke down the payment. 

I later learned that Wells Fargo had established a process for supplemental claims for affected borrowers, but I was never notified of this opportunity by email or mail before the XXXX filing deadline passed. I did not know I was receiving any remediation at all until the check arrived in XXXX, well after the supplemental claim period had closed. I have verified that I received no such notice in any form. Had I been notified, I would have filed a timely supplemental claim with complete supporting documentation. 

Because Wells Fargo failed to provide notice of the supplemental claim process, I was denied my opportunity for fair review under the court-approved settlement terms. My case was instead sent to the XXXX  department, where I filed complaints, participated in mediation, and submitted all documentation. Despite this, Wells Fargo has still not reviewed or validated my verified losses and continues to refuse transparency about how my compensation was calculated. 

I also filed a complaint regarding Wells Fargos XXXX representative, XXXX XXXX, for ignoring escalation requests and misrepresenting that my concerns had been resolved. I have not received a satisfactory or independent review. 

I am requesting that the CFPB : Review whether Wells Fargo failed to properly notify me of my right to file a supplemental claim. 

Require Wells Fargo to reopen or forward my claim to the department responsible for supplemental claim reviews. 

Investigate the lack of transparency regarding how my remediation payment was calculated. 

Ensure that an independent review, separate from the XXXX office, is conducted given my existing complaint against an XXXX  employee. 

I have provided all documentation to Wells Fargo, including bank statements, mortgage records, and call logs verifying these events. I believe Wells Fargos conduct constitutes misrepresentation, failure to provide due notice, and denial of access to a fair claims process. 

Sincerely, XXXX XXXX, XXXX  XXXX XXXX XXXX. 
XXXX, XXXX  XXXX ( 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