Hello everyone,
My wife and I were dealing with a rough patch financially and with so many people struggling to keep their homes and not be foreclosed on, we decided to contact our mortgage company, Wells Fargo, to see if there was anything we could do to adjust our payments so that we would not be past due on any of our mortgage bills.
The lady we spoke to, took down our monthly income and expenses and told us that they could set us up for a temporary three month forbearance which was a reduced monthly mortgage payment. She stated that would allow us to get our finances back on track and at the end of the three month period we could call again and they would examine our financial standing again to see if we needed another extended forbearance. All seemed fine and dandy, after asking numerous questions and making sure there was no negative effects to do this.
We started paying roughly $950 dollars in September instead of our $1350 regular mortgage payment. The first month seemed ok, but it did not show up in our bank account (which is also through Wells Fargo) that the money was going towards our mortgage. We called again to confirm and see what was going on. The lady on the other side of the phone stated that she could see that the money was being applied to our mortgage and that everything was fine. She reaffirmed by saying that this payment plan does not show up through the Wells Fargo site, but she did have the accurate amount and time and date that it was received.
Well we continued with this plan until the end of November, and we seemed to be back on track financially so we went online to pay our December bill and realized that we were locked out of logging into our home mortgage account and paying our monthly bill. The website told us that we needed to call the Wells Fargo number. Upon calling that number, we were told that we were delinquent on our mortgage and that we had to pay up for the past three months. We were quite stunned and explained to the employee that there had to be some misunderstanding, as we were on the payment plan they set up and had been making the payments that they had agreed to. How could we be delinquent? They told us all kinds of stories about how the plan only worked to postpone or delay an actual foreclosure. When we argued that we had been told something completely different, they refused to help us any further and told us to make our past due payment in full to avoid any negative action.
As a result, it has accrued extra charges, as well as had a negative impact on our credit rating. We also attempted to talk to individuals at a local Wells Fargo Home Mortgage branch, but they said not to bother coming down because they would not be able to pull up our account as they only opened new ones. We have yet to be able to talk to someone in person, nor have we been able to get any clear answers.
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