Consumer complaint received 2024-04-05 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: NV

Complaint narrative:
I requested the payoff amount for my COVID Deferral ( Forbearance ) Program on my home mortgage, which I participated in from XX/XX/XXXX through XX/XX/XXXX, which Wells Fargo supplied me with. There is a discrepancy in the amount that they provided me with. They stated to me and to Nevada Homeowner Assistance Fund that for those 18 months, the deferred amount for my home mortgage is {$3400.00}, which according to my documentation is incorrect. From XX/XX/XXXX through XX/XX/XXXX, my deferred mortgage payments were {$320.00}. That amount over 8 months equals {$2500.00}. Then from XX/XX/XXXX through XX/XX/XXXX, my mortgage payments were {$360.00}. That amount over 10 months equals {$3600.00}. Adding these XXXX figures up equals {$6200.00}. 

On XX/XX/XXXX I spoke to a representative in Wells Fargo Home Mortgage. Her name is XXXX XXXX. Her employee ID is XXXX. She is located in XXXX XXXX, Texas. Her contact is XXXX. She notated our conversation in detail, and she verified those monthly mortgage payment amounts at that time that I've specified above. I'm currently receiving assistance from Nevada Homeowner Assistance Fund. My point of contact is XXXX XXXX, who is the Operations Manager with NAHAF. Her direct number is ( XXXX ) XXXX, and her email address is XXXX. Part of the assistance that I'm receiving is that they will pay off the total deferred payments to Wells Fargo as it concerns my COVID Deferral Program mortgage balance for those 18 months. My current and previous experience with Wells Fargo has been disingenuous, difficult, challenging and confusing with the information they provide to me, and when I ask for clarification, they are not helpful and timely. 

I currently have a complaint/grievance concerning this with XXXX XXXX XXXX who represents the XXXX Complaints Management Office . My Case Number with them is XXXX, and it references my account number ending in XXXX. XXXX XXXX can be contacted at XXXX ext. XXXX. At the beginning of XX/XX/XXXX, XXXX paid to Wells Fargo {$3400.00}, which is the payoff amount they say is the amount of money that they deferred to the end of my 30 year loan, and I clearly have my own documentation which lets me know the correct amount is {$6200.00}. Wells Fargo has sent me a response as to how they arrived at the {$3400.00} figure, which makes no sense to me at all, and I've asked for understandable clarification, which they are not providing to me. I will provide further email documentation that I have concerning this. I have many emails and photos that I have sent NAHAF Operations Manager XXXX XXXX, my point of contact with NAHAF. I will be attatching many emails and photos I sent to her with my Wells Fargo documents that they sent to me. 

Thank you, XXXX XXXX

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