Consumer complaint received 2021-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: WELLS FARGO & COMPANY
State: DC

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX  # XXXX Washington, XXXX XXXX XXXX. XXXX E-mail. XXXX Consumer Financial Protection Bureau XXXX. XXXX  XXXX XXXX, IA XXXX XX/XX/XXXX Dear Sir or Madam : RE : Lack of clear guidance and follow through from Wells Fargo Bank regarding my 90-day payment suspension/deferment request from XX/XX/XXXX due to COVID-19 and the subsequent disposition of the three months missed payments upon resuming my normal monthly mortgage payment schedule I am writing to provide you with a written statement concerning my frustrating experience with Wells Fargo Bank concerning my 90-day payment suspension that I requested back in XX/XX/XXXX due to an indirect impact I encountered due to the COVID 19 pandemic. In addition, and more importantly, I am writing to notify the Bureau of unethical practices and misaligned messages that I am receiving from various areas of the bank ( i.e., collections department, underwriting, various XXXX XXXX XXXX, etc. ) in regards to the next step ( s ) that need to be taken to properly disposition the 90-day ( three months ) missed payments that began on, or around, XX/XX/XXXX. My monthly mortgage payments resumed in XX/XX/XXXX and my residential mortgage loan is ( or should be ) current and has been current ever since this loan was originated. I started making my normal monthly mortgage payments after my financial situation improved around XX/XX/XXXX and, therefore, started making my monthly mortgage payments after the 90-day payment suspension ended.

Ive been extremely proactive and transparent in reaching out to the bank throughout this whole process and well before the conclusion of the 90-day suspension period to anticipate what the [ new ] structure of the loan would be or what next steps were required concerning the three missed payments. Specifically, on XX/XX/XXXX, I reached out to Wells Fargo ( see attachment A ) to request that the missed payments be moved towards the end of the loan term. I unfortunately did not receive a concise response and had to connect through various channels at the bank to obtain clear guidance as to what next steps are required or determine any documentation that I needed to provide. The various bank representatives that I spoke with could not provide clear, concise direction. Ultimately, I was assigned with a Bank XXXX XXXX XXXX by the name of XXXX XXXX XXXX who initially provided me with a list of items that I needed to submit to the Bank, which I did in a timely manner. Upon delivering those items, she then turned around and requested additional items that were needed by underwriting and these items did not correlate to the initial requested documents from the bank ( see attachment B, C, D ). I then provided those documents to her and followed up with no response. I subsequently called the bank numerous times and connected with various bank officials at the XXXX XXXX Department  with no immediate path forward concerning my case. 

Fast-forward to the present time, I still do not know what the next step ( s ) are nor do I know how the three missed payments would be categorized or disposition by the bank. Recently, I have been removed from the banks COVID relief program without my authorization and I have been getting numerous collection calls from the bank requesting prompt payment for the three missed payments. In addition, the bank is now requesting documentation to support their complete loan modification and this documentation has been either provided to them in the past or is not aligned to the conversation I had with XXXX XXXX within the banks Executive Management Office on, or around, XX/XX/XXXX ( see attachment E ). That conversation with XXXX XXXX occurred due to my escalation request concerning the lack of follow up from the bank. 

I am requesting your assistance on this matter as I am running out of options and have limited time to go back and fourth with an institution whos more than capable of working with a responsible borrower whos been honest and transparent throughout this whole process. In addition, I believe that these unethical business practices are detrimental to overall financial wellbeing of consumers and perhaps others are experiencing these similar situations. I am attaching numerous attachments to this official complaint to support my message and Im hopeful that this would be resolved in a cooperative manner. 

Thank youin advancefor your attention and please let me know if you have any additional questions. 

Respectfully, 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