Consumer complaint received 2022-07-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
We do hereby submit our formal complaint in writing as - to the best of our knowledge- the foreclosure procedure was initiated incorrectly. Furthermore, it has been our concern that the disservice we received from our mortgage loan servicer might have deepen our existing hardship beyond which we have already struggling with. We respectfully state the following : 1. In XX/XX/XXXX, we declared our COVID-19 financial hardship. Since public health emergency declared in XXXX and until the end of XXXX, we has never had been informed about - and/or if not - provided a forbearance nor had we been made aware the fact that we has been having a federally-backed loan which could go to G have given us an advantage as it could help us mitigate the losses. 
2. However, we relied on guidance from the government to help us. In XX/XX/XXXX, following a letter we received from XXXX XXXX which provided us the instructions to simply request a forbearrance from our servicer. Therefore, we submitted our formal request in writing and the financial hardship declaration by postal mail via USPS to XXXX XXXX, IA. 
3. According to the CARE Acts of XXXX, we should have had our federally-back mortgage loan under a forbearance option for 12-month. In XX/XX/XXXX, we made an attempt to reach out to our servicer to request for an extension and to inform them that we have completed an application for Mortgage Assistant provided by the state. 
4. During the call, despite that we told the representive about the purpose of our call was to inform them that we have completed an application for mortgage relief and request a forbearance extension - but instead - we were connected to a Home Preservation Specialist who attempted to collect every information from us, put us in an interview, and required us to submit all the documents in order to prevent foreclosure 5. We learn that Wells Fargo as the bank and its home mortgage team might have historically been under pressure in the wake of providing an extension to nonexistent requests for forbearance options to borrowers. However, the aforesaid situation would not apply to us because our financial hardship should not have been deepened and if Wells Fargo Home Mortgage provided us a forbearance option at the time we rightfully need it most. 
6. We certainly believe that the foreclosure process might have been wrongfully initiated by the servicer without us being formally informed about nor had we recalled to sign our acknowledgement to any of such important notices other than the Notice of Sales. As we continued to believe that we had been greatly misinformed about the foreclosure process, we made attempts to reach out to Wells Fargo Home Mortgage. However, they only postponed the sale day for another month. 
7. We have also learned that we never been offered or granted the forbearance at all from the first place. We have also learned that the servicer never intended to make the forbearance option available to us and use loan modification to provide us disinformation and at the same time- to enforce the foreclosure process. 
8. We made effort to repeatedly asked them in multiple occasions about the forbearance but they appeared either do not know if such option ever exist, in other occasion appeared to provide loan modification as if its equivalent to a forbearance. 
9. Prior we began to receive mailers threatened us that we could lose our home if we dont act. Recently, an individual broke into our home, open the lock, and walked around in the backyard who we later on told us that our mortgage lender hired them. 
10. We are very distressed about the kind of business practice and treatment we received. We have been out in a dilemma to either accept what doesnt fit our situation or losing our home. Its such a disgrace that for all the years since we bought the house and we only need the kind of service for the time like this!

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