Consumer complaint received 2021-05-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: HI

Complaint narrative:
I have been attempting to get a modification on my mortgage since XXXX of XXXX and have experienced a great deal of unprofessional and probably illegal practices which i believe to have been with the intent of stealing my home. XXXX XXXX preservationist was XXXX XXXX in XXXX of XXXX who advised me that in order to qualify for a modification i would need to be behind to show the need for and be eligible for the modification. I complained to wells fargo as this didnt seem right but i followed her instructions. Then it went to XXXX XXXX XXXX in XXXX of XXXX at which time i was asked to resubmit current financial records because the previous ones were no longer usable and i was told i had to be current in payments before i could modify which contradicts what XXXX advised me. On XX/XX/XXXX they still hadn't finalized the process and was now afraid of facing possible foreclosure but was told not to worry it would be done soon. Through XX/XX/XXXX I was asked to submit updated financial info, paystubs, bank statements, etc and told because of the holidays they weren't able to get things wrapped up. I kept being told excuses by XXXX that they couldn't open some documents, or couldn't see the images and kept asking for resends thru XX/XX/XXXXand told to submit another application as the whole process was being restarted due to time passed. XX/XX/XXXX asked for explanation of deposits in the statements provided. XX/XX/XXXX told they have all the need to begin the review. XX/XX/XXXX XXXX advised they needed a lease extension so i provided the name and number of the specialist in charge of my property. I reached out more than 5 times in XXXX and was told repeatedly he was in meetings, conference call, doctors, out of office then was about to call me. XX/XX/XXXX he says he needs me to sign a 3rd party authorization form to speak with the leasehold agent but on XX/XX/XXXX he says I need to communicate with her and the lease needed to be extended to XXXX. By end of XXXX, I was served with foreclosure papers if i didn't pay in full. XX/XX/XXXX XXXX advised me they were not moving forward with the modification. XXXX XXXX i tried again after lengthy complaints i was given XXXX XXXX who now required the same info i sent prior and additional bologna with the same unreasonable lease extension request date of XXXX. At the same time i requested to change my name as i was divorced in XXXX and was told they couldn't just change my name without a refi or modification, but after several weeks of back and forth she finally updated my name but i was unable to get the modification because my lease would not get extended past the life of the loan ( and they knew that already ). I again tried in XXXX of XXXX and was in the final stages of the modification process just waiting for the new terms. I hadn't heard from my home preservation specialist XXXX XXXX until after covid hit at which time late XXXX i got a letter that they automatically placed me on a forbearance instead of finalizing my modification. I never heard from her or anyone about the modification again until i inquired XX/XX/XXXX when the forbearance was done and i had to start all over again getting the same run around as before from my new agent XXXX XXXX. Started XX/XX/XXXX, provided everything requested and kept getting called for additional information thru XX/XX/XXXX when they emailed they have everything they need and will notify me soon of the decision. BUT i get another call thursday XX/XX/XXXX that they need my lease extended to XXXX in order to continue. I have incurred lots of late fees, negative reporting so i am unable to go anywhere else for refinance, i believe i am being charged for other hidden fees like the taxes, and it has affected my credit. I was furloughed in XX/XX/XXXX due to Covid reducing our staff so this modification is more crucial now more than ever as i play catch up since returning to work in XX/XX/XXXX and being only source of income now with a XXXX husband, XXXX old daughter and XXXX old son ( who is dealing with XXXX after senior year was robbed ) having to do distance learning that required purchasing laptops, making sure wifi speed is highest capability ( added expenses i wasn't prepared for ) wells fargo is well aware of all of this and yet managed to get me at 3 months going on 4 months late which i believe will allow them to threaten foreclosure on me again. I am more than convinced they did all of this on purpose to get that result and it is simply wrong especially now. They should be ashamed of themselves taking advantage of people at any time but right now in the middle of a pandemic crisis that has hurt so many. The apology letter i got from the CEO on XX/XX/XXXX promising to do better was a lie. I have supporting documents for this statement and will provide upon request.

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 non-monetary relief