Consumer complaint received 2022-12-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I was accepted if I keep your home in California where they paid my mortgage for about a year to a year and a half. Due to my husband and I relationship was falling apart due to medical he had just been informed he had XXXX and I was going through a lot of medical problems at the same time and it was a stress on both of us he was the bread maker at the time. When the program had ended for me was during the beginning of when covid first hit at this time I had established a business but the city of XXXX made me close down to covid at the same time unfortunately I was losing family members left and right my sister-in-law, my uncle, my niece, my auntie, a family friend of over 30 years, my cousin, and my beloved who raised me my brother and my sister if it won battle after the next and my partner and I are still not together we try but there's so many optical courses then to come find out my battle with my medical has gotten more and worse than severe and medical field accidentally made a mistake and they need to find out if they shorten my life stand or not due to surgeries I've had in the past that they approved even though they are aware that I have and I am or surviving XXXX patient a XXXX XXXX that is XXXX at this time. so yes it's been very stressful finances have been very very hard I had to take welfare for short amount of time I'm no longer on that it's just been really hard well once my program has ended with keep your home of California they I asked if they could if I could extend it they said no the funds didn't come in for the funds did come in for payoffs for certain selective people I wrote a letter on my family and I'd be half for keep your home in California for how wonderful they are and what they've done for us and even if we weren't selected that I appreciate every single thing they did. I was selected for a payoff I filled the application I turned it in they turned it into Wells Fargo Wells Fargo signing documentation of payoff notice and everything else from keep your home of California keep your home with California said that they sent over a check how they wanted it I should receive my documentation I never received anything. So as far as I know my house is paid off and I own it because keep your home with California paid it for me but when questioning and asking there's no documentation there's nothing they don't know what I'm talking about the same thing goes for the insurance that I pay on my house the PMI or p i m and some other things that I pay which I found out searching and searching on the web that they're insurance I pay on the home through the bank when questioning the bank about that they don't know what they stand for they don't know anything about it they're lost I applied for modification over 10 times I kid you not and I always received the same response we didn't receive all your documents we didn't receive the documents for XXXX we didn't receive the documents for XXXX everything wasn't signed we're missing some documents you didn't find a little box for the tax paperwork you didn't do this you didn't do this as many times as I sent it they have every single thing they need but it's always we didn't receive something so we're canceling that we're canceling it we're canceling it they've been trying to steal my home for a while there was online possible foreclosure and my house was listed people have come to my house and drove 5 even stopped and ask me questions about me selling my home because they were saw it online looking up information I said from where they even said that Wells Fargo told them that's possible still from my house. I turned into documentation showing proof that I applied for covid-19 mortgage relief help and I was accepted and I'm waiting for funds to come in I also show proof that I applied for mortgage assistance program I was approved waiting for help on with that as well I sent them all documentation. they never inform me that there is anything else I can apply for do Wells Fargo except for when I kept calling I heard on the answering machine that there's another program I asked about this program they said that they couldn't give out any information that I have to find it online and apply for it I searched I believe it was the mortgage program but I'm not for sure cuz I didn't find anything else that kind of went with it they have been giving me the runaround ever since I was no longer with keep your home of California. I questioned them about my mortgage insurance that I purchased through XXXX homeowners insurance about coverage during the pandemic time and during the time of me not having income at this time and to do a claim they said I had to take that up with XXXX said that they don't know what I'm talking about I was looking at my insurance policy and it said something about that I went back to mortgage to get help they wouldn't help me. Mortgage company failed to pay my homeowners insurance under the escrow account when I pay my mortgage I put it I put money in there and when I have it I've been paying so that the money would be in there for property taxes and insurance and they fail to pay it and then charged me basically almost double what I was paying the triple a saying that I defaulted on my homeowners insurance when they're the ones that did it to the checkout when questioning XXXX they said we never received the payment from Wells Fargo mortgage. One questioning Wells Fargo they did not really have anything to say except for no we sent it out it got sent back to us but why they get sent back it doesn't State then in the file why it got sent back it just did well then why didn't you send another another one right back out no answer to that. Every time I try to make a partial payment for the last 6 months on my home which I am title too I have in the past all of a sudden now I'm unable to they send me back my partial payment and said that they can not accept it nor will they accept a partial payment on my mortgage why because when I call in and when I go into the office to the bank I'm entitled to make a partial payment they tell me yes you can make a partial payment you're fine with that why don't you making some type of payment on your mortgage but someone keeps stopping it and takes it out of my account and sends me the checks and then if I don't cash the checks they send me a letter telling me I need to cash the checks. I have sent through Wells Fargo Bank the modification paperwork and all the information they required of me and of XXXX through Wells Fargo Bank over three times they faxed it but modification says they never received it I sent it through XXXX  I have confirmed letters of all of this but they never received it for all the documents weren't there it was unreadable I sent it to my personal fax same excuses I sent it through mail regular same excuse certified same excuse certificate of knowing same excuse I tried uploading it but all the sudden now I don't have permission any longer to view everything on my account like I used to I'm limited someone made me limited as though I don't own my house that XXXX is the priority person but when purchasing my home throughout who sold it over to Wells Fargo it pacifically says on there XXXX 's name first a non-married man my name second and non-marie woman and if you keep reading on it says on there that I own the house I'm the one that paid for my house he was there for leave the job credibility that was it we were friends I used a friend to help me purchase my house because no other house told me that I needed a time frame of job and I had just moved out to XXXX I had just got laid off my job but almost 11 years working with XXXX I didn't have to inform them of that but I did and so I'm there for I needed a length of job over 5 years and my friends built in that spot for me she has nothing to do with my home he never paid he doesn't do anything for my home but they Wells Fargo choose to put everything in his name they even tried communicating without me and only to him they constantly say that they need update to my information I'm always constantly updating I understand that I go through numbers like no tomorrow cuz I have a problem with being hacked I have identity theft a lot and cybercrime and everything else I get that so I go in and out of numbers when I get scared that someone might be hacking it but they have my home address it hasn't changed they have my mailing address it hasn't changed in over 5 years I've had my mailing address for approximately 8 years now my home I've lived here for 10 since 2013 next year is my 10th year I worked so hard for what I have so hard for them to freaking steal it for me and take it from underneath me it's wrong. I saved God knows I say for so long my kids XXXX of my oldest ones were XXXX when they were very young for 8 years of my life my other oldest one was with his dad at the time so I did nothing but work that's all I did cuz I couldn't bear deal with the hurting pain of my children being gone and not being able to ever see them again or knowing if I will if I wouldn't know if they were searching for them I worked two jobs and then I went to school and then I worked at school later on I ended up picking a driving picking up check job so I ended up working three jobs and going to school and working at school I looked like that's how I had to Bear it because I couldn't bear it I had to put obstacles I had to put blockages in my way so that I could not and I could function in society and in everyday life it was I wouldn't have been able to so I was able to save a lot of money a lot of money and as hard as I worked as hard as I've had it in my life but choices that I've made I still I'm proud of myself and I achieved a lot but to have it ripped from underneath you when you work so hard to get where you are for no reason because of selfishness because they feel are feel the need of making more money is wrong it's really wrong I have rights I do I have rights we all have rights and this is wrong what they're doing to me I don't know if they have to do with my race or if it has to do with what my house is worth what I put into it while the upgrades over the years I don't know but I know that what they're doing to my family life is wrong they're supposed to stop my house and take it from me on XX/XX/XXXX and I have to be out I Believe by the end of the month I'm disabled I have a disabled son I have another son that's slow that's going to be tested to see if he's disabled where are we supposed to go I'm fighting right now going to medical for my life to see if they've taken or shortened or if I'm going to die so because of the accident in the hospital or not my medical practice mate I'm going through a lot I've lost everyone in my family everyone I have no one any longer I have a partner I hold on to that doesn't want me and I can not rely on at all yeah it's very hard and difficult for me but once again they're wrong for not helping me and they're wrong for lying and playing these games when they're aware that they receive my documentation and they're aware that I had to pay off it's just wrong for them trying to steal my home for me for my family.

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