Consumer complaint received 2017-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: SC

Complaint narrative:
XX/XX/XXXX my house was affected by a flood. FEMA advised me to contact Wells Fargo. Called them to make my XXXX payment, advised them my house was flooded. Rep placed me on a 90 day Moratorium and said first payment will be due XXXX, but failed to properly and correctly explain the complete process. When I called in XX/XX/XXXX to make my first payment, I was told that I was 90days past due. I asked how, they fully explained the Moratorium process, I told them that I was not advised of that. Internal investigation was done by XXXX XXXX ( Executive Resolution Specialist ), was advised that even though rep did n't fully explain the Moratorium, nothing can be done. Appeal filed. In XX/XX/XXXX I called to make a payment and was advised that no payment could be accepted because house is in Foreclosure. Spoke to XXXX XXXX ( Supervisor Executive Resolution ), was advised in an Iron Clad contract and no change can be done. Received Foreclosure paperwork on XX/XX/XXXX, sent email to CEO. Got a phone call from XXXX XXXX, she stated she listened to the call and it did n't sit well with her because mistakes were clearly made on their part. She asked for time to fix the foreclosure issue. Told her she has 1 week. On XX/XX/XXXX, XXXX XXXX asked if I can make 3 months payment, they will remove foreclosure. Told her I can make all 3 payments now, she stated she will talk to managers and contact me the next day. I called XXXX XXXX on XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX, and XXXX No answer, left message. On XXXX XXXX ( 30 days after receiving Foreclosure paperwork ) XXXX XXXX called and asked if 3 payments can be made. I advised her she failed to call me back in a timely manner so I had to acquire a lawyer to fight this Wrongful foreclosure. Lawyer I acquired stated that we will sue, paid him $ XXXX  monthly. He did n't do what I hired him to do so in XXXX XXXX I fired him. Never received any of my {$5000.00} retainer. XXXX XXXX, XXXX XXXX called stating he wants me to pay 12 months that is in the rear, will remove foreclosure. XXXX XXXX, XXXX XXXX stated I do n't deserve punitive damages or pain and suffering because foreclosure has n't affected me financially. XXXX XXXX, XXXX XXXX states house is removed from foreclosure, and he put the 11 months of payments in a no interest account that will be on the end of my contract. He states he was willing to try to reimburse me for previous lawyer but no guarantees. Told him I do not agree to those terms because they have not properly compensated me for this because they are at fault, not me. XXXX XXXX, received call from XXXX XXXX ( XXXX Supervisor ). I advised him that I do not agree to their resolution until I have been properly compensated for this mess. Advised him, I am a XXXX XXXX XXXX XXXX veteran that live here with my XXXX XXXX and my daughter that is a XXXX XXXX XXXX. Advised him that money saved for her car for graduating had to be spent on a lawyer to fight their wrongdoing. Advised XXXX XXXX that I suffer from XXXX, XXXX, XXXX and XXXX XXXX XXXX and this Wrongful foreclosure has added too much stress on top of my XXXX. I asked for better compensation $ XXXX after taxes, all negative reporting removed from my credit report, and a better review board in place to verify that foreclosure is consumer fault and not their own because no one should have to endure this mess that they have put me thru. Never received a notice of default, or even a letter advising me of a Moratorium, there is nothing on their website that explain what a Moratorium is.

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