Consumer complaint received 2025-05-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
Following the transfer of servicing from XXXX XXXX XXXX  to Wells Fargo Home Mortgage in XX/XX/XXXX, I, XXXX XXXX XXXX, made numerous good-faith efforts to engage with Wells Fargos mortgage department and their legal representatives. These efforts included repeated attempts via mail, email, and telephone to resolve outstanding issues and to prevent further financial deterioration of the loan account. 
Despite these efforts, Wells Fargo Home Mortgage failed to respond or engage in timely meaningful communication. This lack of response persisted over an extended period, during which avoidable fees, penalties, and legal costs were allowed to accumulate. These charges could have been entirely prevented had Wells Fargo exercised reasonable diligence and responded to my outreach. 
This pattern of non-responsiveness and neglect constitutes a failure in servicing obligations and has caused unnecessary financial harm. The record will show that I acted with persistence and transparency, while Wells Fargos inaction directly contributed to the escalation of the mortgage account into further arrears and legal jeopardy. 


XXXX. Initial Mortgage Agreement On XX/XX/XXXX, XXXX XXXX XXXX entered a thirty-year FHA adjustable-rate mortgage with XXXX XXXX XXXX in the original principal amount of {$140000.00}. 
XXXX. Refinancing On XX/XX/XXXX, the borrower refinanced the mortgage, satisfying the original loan with a payment of {$140000.00}. The {$3400.00} was not disbursed A new fixed-rate mortgage of 5.5 % was secured for the refinance XXXX. Loan Servicing Transfer On XX/XX/XXXX, the borrower received an escrow statement from XXXX XXXX XXXX  for the period XX/XX/XXXX XX/XX/XXXX, with no prior notice of a loan servicing transfer. 
On XX/XX/XXXX, XXXX XXXX XXXX  formally notified the borrower that servicing of the loan had been transferred to Wells Fargo Home Mortgage in XX/XX/XXXX, with an interest rate of 7.5 % under a new loan number XXXX. 
XXXX. Legal Representation and Arrears On XX/XX/XXXX, the law firm XXXX, XXXX XXXX XXXX advised Wells Fargo Home Mortgage to retain their services. 
A notice was issued indicating the mortgage loan was in arrears in the amount of {$16000.00} XXXX XXXX XXXX XXXX XXXX Wells Fargo Home Mortgage XXXX : XXXX XXXX XXXX XXXX : Wells Fargo Home Mortgage Loan Number : XXXX ( formerly XXXX ) Following the transfer of loan servicing from XXXX XXXX XXXX  to Wells Fargo Home Mortgage in XX/XX/XXXX, I, XXXX XXXX XXXX, made repeated and documented efforts to resolve the mortgage account and reinstate the loan. These efforts were met with persistent non-responsiveness from Wells Fargo, resulting in avoidable financial harm and the loss of accrued home equity. 
Key Events Supporting the Claim : XXXX. XX/XX/XXXX I submitted a detailed letter via facsimile ( XXXX ) to Wells Fargo Home Mortgage outlining : The history of the loan and prior communications. 
My willingness to resubmit funds that had been returned by XXXX XXXX Bank. 
My attorneys attempts to engage in financial discussions with Wells Fargo. 
XXXX. XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX ) Demonstrates that sufficient funds were available to reinstate the loan. Despite this, Wells Fargo refused to engage or accept payment. 
XXXX. Refusal to Accept Reinstatement Funds XX/XX/XXXX : Funds offered and rejected. 
XX/XX/XXXX : Funds again offered and rejected. 
XXXX. XXXX XXXX XXXX XX/XX/XXXX : Principal balance was {$120000.00}. 
XX/XX/XXXX : After XXXX months of silence, Wells Fargo responded and forced a loan modification. 
XXXX. Loan Modification Terms ( XX/XX/XXXX ) An acknowledgement of my inquiries received on XX/XX/XXXX An acknowledgment of my loan modification approval on XX/XX/XXXX New principal balance : {$140000.00}. 
This modification erased XXXX years of equity ( XXXX ), totaling {$17000.00}, and added {$18000.00} in fees. 
I was told verbally that signing the modification was my only option to avoid foreclosure. 
I also paid {$6000.00} at the time of signing. 
New monthly payment : {$1100.00}, effective XX/XX/XXXX. 
XXXX. Lack of Communication Post-Modification From XXXX to XX/XX/XXXX, I received no correspondence from Wells Fargo.

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