Consumer complaint received 2019-10-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
We have been to court, on numerous occasions, for approximately two years, with legal counsel, in attempt to have the mortgage payments that are in arrears added to the end of the mortgage ; every attempt was denied. In order to re-instate our Loan, we were also in court to trying to negotiate if the money in arrears could be paid over a period of three ( 5 ) years but unfortunately, were denied. During said time, we consistently made payments to the Bankruptcy Trustee for eighteen ( 18 ) months and have proof to authenticate it. Although we had legal counsel and were still in court proceedings, we were unaware that the payments we made was for the back payment and was not our mortgage payments ; our legal counsel did not inform us of same. During the middle of XX/XX/XXXX, we started receiving telephone calls from investors and realtors informing us that our home was up for auction ; we were quite oblivious and very disturbed by this news. We immediately contacted our then legal counsel and she was also oblivious. 

After making personal inquires at the court and numerous telephone calls to Wells Fargo Bank, we were informed that the payments we made to the Trustee was for the money in arrears and not the mortgage payment. At that time, we were also told that we should have also made mortgage payments separately. What is very dis-heartening, inhumane and unfair to the XXXX Family is, our attorney, at said time, did not guide us well by informing us and Wells Fargo Bank did not send us any payment notifications/requests for the monthly mortgage payments. We immediately tried to seek assistance from Wells Fargo because our attorney appeared nonchalant. Wells Fargo denied communication with us because we had a legal counsel. We were now in limbo so we had no choice but to release our attorney, who refused to return our numerous telephone calls as we seek her assistance, in order to be able to speak with Wells Fargo directly. Thank God, we are able to postpone the Auction in hope of an ability to negotiate further on our own to keep our home. Our personal plea has been with Wells Fargo since we released our attorney, but no success to date. We contacted several public officials including our Assemblywomen  XXXX, who assisted immensely by contacting Wells Fargo on our behalf yet, no success for us. Every attempt we made, Wells Fargo insisted that they wanted all of the money owed which is approximately One-Hundred and Forty-Six Thousand Dollars ( {$140000.00} ). 

We are currently on our second case holder Mr. XXXX XXXX. It is very difficult to get in touch with the case holders. We have called several times to get updates and was told he would contact me before the end of the business day, but that was in vain. Each time our case was reviewed, we were denied and informed approximately one week before the slated auction date. I called our new case holder several times and twice last week, but was again told he would contact me before the end of the business day ; again vain. Each time we were denied, we were told that Wells Fargo did not receive any payments from us for three ( 3 ) years which baffles me since we made monthly payments to the trustee from XXXX, XXXX to XXXX, XXXX totaling XXXX XXXX Dollars ( {$48000.00} ). I would like to know who received these payments and where were they allocated. We also informed the Bank that we have {$60000.00} in liquid cash to pay them immediately and will make double payments monthly until we are caught up with our arrears ; again, we were denied. 

My family and I are now at the mercy of God and I am again appealing for help. I trust that you or someone will be able to assist us. It is contrary that the Banks say their intention is to keep the homeowners in their home but, yet my numerous appeals are ignored ; I would like the Bank to honor that. I am fighting for our familys abode as my husband and I used our life savings to invest into our humble abode. It is just unfortunate for us, but we are willing and able to remedy our shortcomings. When our Loan is re-instated, we are even prepared to arrange automatic monthly withdrawal payments if this will appease the Bank. Please feel free to contact me should you need any more information regarding my plea. Thank you in advance for your anticipated assistance.

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