Consumer complaint received 2024-05-29 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: TX

Complaint narrative:
On XX/XX/2024, I received a call from Wells Fargo at the end of our forbearance period. During this six-minute conversation with a call representative, I repeatedly had to ask her to repeat herself as her speech was mumbled and unclear. Despite my efforts, I struggled to understand the information she provided. 

The agent was neither clear nor concise, and it seemed she was reading from a script without proper engagement. When we reached question 4, I requested a three-month extension to our forbearance plan. However, I did not state that we could repay the forbearance plan. I simply answered " no '' when asked if our situation had changed, referencing our new, unexpected {$1000.00} monthly HOA bill that we were navigating. 

My account has not been properly labeled or documented. Nearing the end of our three-month forbearance program from XX/XX/2024, I requested an extension, not a statement of refusal to their four exit questions. 

The following day, I called Wells Fargo to express my concerns about the unclear information provided by the call representative and to seek further assistance regarding our situation. Throughout my communications, I consistently expressed our desire to begin repaying so as not to appear delinquent and sought clarity on the required monthly payments. 

I submitted payments at the beginning and end of XXXX. Despite this, there have been multiple errors and discrepancies in Wells Fargo 's handling of my case. For example, a letter requiring a response within 20 days arrived eight or nine days late, which is unfair to mortgage consumers. 

Additionally, when I inquired about unclear documents, including one indicating my file was incomplete, I was told by an agent that these packets were automated and not to worry. 

The most concerning issue is that the case escalation manager handling my account did not listen to the correct phone calls for review. On the day I am submitting this complaint, he provided inaccurate information about the phone calls in question. He stated : - **XX/XX/2024 : ** The call lasted 3 minutes and 15 seconds. My phone records, however, show it lasted 6 minutes. 
- **XX/XX/2024 : ** The call lasted 14 minutes and 22 seconds. My records reflect a 9-minute duration. 

These discrepancies highlight poor handling and miscommunication. On XX/XX/2024, I informed the escalation manager that the information provided on XXXX XXXX was neither clear nor thorough. He acknowledged that he might not have reviewed the correct call. 

I was told that Wells Fargo would reconsider the forbearance if there were a change in circumstances. Our situation is not due to a lack of income but an unexpected increase in our monthly HOA fees to {$1000.00}. My file has not been accurately documented regarding our situation. 

The incorrect logging of call times and the mishandling of our requests are alarming. The two separate phone conversations the escalation manager referenced are not accurate. This mishandling has unfairly moved our mortgage out of forbearance protection and into delinquency. 

I have further documentation to present, including proof of mortgage payments made this month. The decision regarding my forbearance request handling contains significant inaccuracies, and I have evidence to support this claim. 

Thank you for your prompt attention to this matter.

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