Consumer complaint received 2025-04-25 00:00:00
Product: Mortgage — Conventional home 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: FL

Complaint narrative:
Never missed a payment. Lost my job and did not immediately find employment. Fearing we would not be able to make a payment, I reached out in advance to Well Fargo to explain our predicament. I was immediately offered a payment " delayed program '' The ONLY thing the rep for Wells told me about this approval was that we had such a good track record of paying on time and therefore qualified for a 6month HOLD, so I could have time to find employment and then restart payments. 1 ) we hadn't MISSED a payment yet, not 1 time and yet no other options were provided and when I asked about the repayment process for the " HOLD '', the rep HONESTLY WORD FOR WORD simply stated that we had been such GOOD clients to Wells Fargo it was thier time to " BE GOOD TO US. " " Not to think about that, he just give myself a break. '' 2 ) Within 60 days or less I was ready to stop the HOLD and restart my payments, I phoned and was TOLD ... nah you still have approved HOLD time, just wait and we can discuss that " AT THE END ''. Red Flags for me!!! In the same conversation and at least two follow ups, I asked what my payback plan was and what was the new monthly amount I needed to pay to get current. They refused to give me... REFUSED my options to repay the now 2 month hold and did not honor my request to STOP the HOLD. They continued thier efforts trying to appeal to my hardship situation and come off as sympathetic. Within 30 days, I resumed my payments and simply guessed at the new payment amount I would need to make to get caught up 3 ) After a few months ( 2? ) We were issued a letter stating that we had 30ish days to make a 1 time immediate bulk payment of " x '' dollars to keep our mortgage in good standing or go into pre foreclosure. No other options in the letter notification. 3 ) This is the first time anyone had mentioned the word FORBEARANCE, when I phoned to seek other routes for ( NOW ) repayment. This was a gamechanger. Now I had two plans to pick from a ) payoff back due amount infull or B ) have a modification. Wells Fargo performed a pre-qualification over the phone for the modification and literally said you agree now verbally over the phone to the modification or we can not proceed and the bulk payment is required. We went into pre foreclosure! We got letters making changes to previous discussion or threats everyday NO EXAGGERATING. I could not keep up with the always changing account details. I now lost this job, and not make the ever changing payment amount. I spent several hours on most occasions pleading our case to no avail. I got a personal loan through a trusted friend and made a bulk payment of over 12k. Now out of Forclosure I began to fight back as best I could but, the paper trail was enormous. I asked for proof of all these agreements and to explain why we were not provided informed consent... and when OTHER OPTIONS were available why that was not indicated? I was merely mocked and told to little to late and to deal with it. After requiring us to met the payback with all of thr interest penalty and fees as well as paying a lawyer fee to them!! Only to find out that Wells had the option of charging us those penalties at the back of thr loan and rather than do good buisness they put it ALL at the front. They then sold/transferred our in good standing mortgage to another group. But, not until we were reassessed for everything ie Flood Zone, Hazard, HomeOwners and even asked for a reassessment of our property taxes. Increasing our escrow and making it impossible to stay up to date. We were punished and almost lost the home several times over. The harassment and embarrassment was unmatched. Phone calls, letters servers. All of it.

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