Consumer complaint received 2025-05-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
After submitting concern and complaint about Wells Fargo they have sense approved ( XX/XX/year> ) me for a program called does The covid-19 Standalone .. only if i complete the 3-month trial period of XXXX In the amount of {$680.00}. Since then I proactively reached out to Wells Fargo to follow up on my first month trial period to validate my approval for the COVID standalone through FHA, with a three-month trial period in the amount set at {$680.00}. However, I encountered an issue. When I called to verify the details, they only confirmed the XXXX, 2 months of the trial period. They informed me that they can not confirm the XXXX XXXX XXXX because my mortgage contract has been sold to XXXX XXXX  And that I need to discuss this with XXXXXXXX XXXX as XXXX approaches, which is when the third month of the trial payment is due. 

As of XXXX when i accept the offer it gives me the opportunity to become current with payments. And this offer, through Wells Fargo they must make every effort to postpone the sale if a FORECLOSER date has already been assigned. Which i signed for a letter and it was in the process back in XXXX. But they did inform me that because I accepted this offer they will do the best that they can do to postpone foreclosure. 

What I find unacceptable is that Wells Fargo failed to inform me that accepting this offer could result in the FHA and Wells Fargo selling my loan to an investor and change the loan servicer. Despite my repeated attempts to reach out and get clear communication with Wells Fargo, I was never made aware of this possibility. Also some of these program is no longer available so for Wells Fargo to sell my loan to another company this program will no longer be available and that is unfair to me that I was approved for the program when it was Available. 

As of today ( XX/XX/XXXXXXXX XXXX XXXX ) I have made my first payment for XXXX for the trial period. I am now extremely concerned worred that, since my loan has already been sold, my mortgage assistance program with Wells Fargo approved to help me address my past due balance may no longer apply. It is completely unfair that I might now have to navigate a new mortgage servicer while trying to save my home from FORECLOSER. And also we'll lose the money that I'm paying to Wells Fargo for this trial period. 

Wells Fargo took far too long to approve my application with 3 denials, and now I am being transferred to another company without proper notification and Assurance that the new servicer will continue mortgage assistance program then I'm on. I see that this is unfair to me to have to start a whole new assistance application with a new lender. I need someone to look into this matter urgently, as it is unacceptable for me to have to start an entirely new application with a different company due to a lack of communication from Wells Fargo. I have documents that outline my communications and would like clarity and timely resolution. It is particularly frustrating that I learned about the sale of my loan to the new lender from an agent over the phone, rather than from Wells Fargo directly. Please I don't want to lose my home please and I'm trying my best to communicate with them.

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