Consumer complaint received 2025-08-15 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: CA

Complaint narrative:
Earlier this year, I received a letter from Wells Fargo that stated stat During a review of the Wells Fargo account, we identified that when the loan was considered for payment assistance options, it may have been improperly denied. As a results, we are enclosing a check for {$7200.00}. Please cash or deposit the check in a branch, at an ATM, or using mobile deposit at your earliest convenience. We apologize for any inconvenience that may have caused. It also says I can request mediation if I dont think it is enough and that accepting the check wont waive any legal claims to get more money. 
Wells Fargo sent me a check for {$7200.00} from remediation in regard to their handling of my XXXX forbearance on my mortgage starting in XXXX of XXXX. 
The check did not include a breakdown on what the breakdown was in terms of any damages, interest, etc. I requested that information from them and am waiting for it. 
In XXXX they sent me a letter by email ( below ) saying they extended the forbearance another 3 months. I called and asked for it as well. 
They told me I could have up to a full year of forbearance starting with 6 months. Then let them know for another 3 months and if still needed after that ask for another 3 months. The email letter I copied below from XX/XX/XXXX proves this. 
By XXXX of XXXX I started getting notices that they were going to foreclose on my house because I had missed payments. My first 9 months were not even up After filing a complaint and working repeatedly with a senior executive, they told me the only way they could save my house was if I got caught up with all the payments after the original 6 months. That meant I had to pay for XXXX months by XX/XX/XXXX and then immediately pay the regular mortgage payment for XXXX making it necessary for me to come up with {$11000.00} within XXXX month. 
Over the course of that year, which I thought I was going to have forbearance on, I had to come up with almost XXXX by XX/XX/XXXX. 
I had to borrow money, use unemployment funds and use money from funds intended to help me reopen my business. I was not anticipating having to make payments until a full year was up. 
They also tried to pressure me into doing a short sale on my home to pay for all of it. I went from dont worry we can help for up to a year to were taking your house and maybe you should do a short sale during XXXX time! 
I have documentation from them by email that this is true and I have requested call logs with notes but havent gotten them yet. 
I dealt with XXXX different people during the course of the event. Many offering conflicting information. I was forced into supplying business and personal financial records for review and encouraged to refinance my house, which I did not want to do and would not have qualified for without an income. 
They said I could apply for mediation if I thought they owed me more and I have put in an application. I asked for an additional XXXX Since then they have not been cooperative with any requests that I have for additional information.

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