Wells Fargo Home Mortgaga Home Affordable Program is a joke at Wells Fargo Internet

I started the process for the Home Affordable Program in May. I was told that I would most likely qualify because of my severe long term medical problems and they were going to send me an application. I waited patiently until August when I contacted them again. They had no record of any call from me so I started the process over again.

Another few weeks went by with nothing so I called them again. They took my information over the phone and told me I do qualify for the program and what documents that I needed to send them along with the formal application that would be sent out right away.

Another few weeks with nothing so I called again. I was told that the application was on its way, but don’t worry because September’s payment was taken care of. I was assured that no late fees would be charged. On September 16th I noticed a late fee on my account so I called again. I was told that the process had not even been started and I first needed to fill out the application that I am still waiting for. It had been about 15 weeks at this point since I started this process.

A few days later I did get the application and immediately filled it out and sent it back with all requested documentation. I called back to verify my status and was told by a supervisor that her employees had been giving wrong information to a lot of people and have been reprimanded. She also stated that if I didn’t pay my mortgage balance in full by the end of September I would be in default.

The day after I paid my mortgage in full, I received something in the mail stating that I had been approved and all that I had to do to finalize my acceptance into the Home Affordable Trial Modification Plan was to call by October 6th so I called immediately (Sept 24th). I was told that I had been approved and that there was no need for me to have paid September’s payment because that would have been included in my reduced payment plan. The mortgage was already paid so they set up payments for October through December.

I now really don’t trust them so I called back a few more times to see if any two people at this bank can give me the same information. At this point I have spoken to 32 different people and received 32 entirely different answers. They have started the whole application process over several times in September because they claimed that they had no record of my application. On the same day I called back and was told that my application was denied the day before – this was after several people had told me that I was already in the program. Now they claimed that this never happened. I have payment confirmation numbers that mean nothing. Another person told me after that my payments had been set up but were cancelled and they did not know why.

I finally spoke to someone in a position of authority on Sept 29th who genuinely seemed appalled by this whole thing. She once again set up my payment plan that had been deleted the day before. A second supervisor confirmed the next day that four automatic payments were indeed set up. On October 6th I received yet another nearly identical application along with payment coupons. I called again on October 7th (call # 34) and was told that my last application was invalid because I had used a September date. I was told that they did not even start this program until October and the government required documentation with October dates. Two of my automatic payments had been once again deleted plus now I had payment coupons. I was told that until they get my newest application with the correct date that they cannot move forward. Wells Fargo has now changed the rules on me more than two dozen times. Everyone tells me something completely different. All of the stress from endless hours of filling out applications and talking to these people with no progress has greatly exasperated my medical condition. 

After many stressful months of phone calls and going through the application process multiple times, I finally got qualified for the trial phase of the HAMP program. For weeks after returning the final application and after verifying that Wells Fargo had it in their possession, I got calls daily to see if I had sent it in yet. It didn’t matter how many times I confirmed that they had it, they still kept calling (do they have computers or know how to use them?)

Since I have zero trust in this bank by now, I called a few days before the payment was to be automatically withdrawn from my checking account. I was assured that everything was in place and this time the payment would be made, thus officially starting the trial phase of the program. I never expected the problem that occurred. As a result of them going through the application process multiple times in addition to setting up and then deleting my payment schedule multiple times, there was some confusion as to the exact amount to be paid monthly. It was only a $12 difference, so I told them that I didn’t care which amount they were going to withdraw, I just wanted it set up. I was assured by more than one person that everything was set up properly.

Much to my shock and dismay, they made 2 withdrawals on the same day, one for each of the different amounts. This caused my account to be overdrawn by hundreds of dollars. I called immediately to get them to fix this blatant error and was told that there was nothing that they could do about it. At first they wouldn’t even admit to the error. Eventually after several phone calls they admitted the error but still refused to correct it. They suggested that I just forget about it and maybe it could be credited for the following month’s payment. If I could afford to do that, I would not have needed this program and the headaches associated with 7 months of jumping through their ridiculous hoops.

I had recently mailed several checks that to pay bills, none of which has cleared yet. I told WF that waiting another month to reconcile what was clearly their error was not an option. I am now in jeopardy of having all of my utilities shut off. I was told repeatedly that there was nothing that they could do about it. My account is now frozen with a negative balance. Several calls and more than 24 hours later, I was told that yes, they did make a mistake and yes they would refund the money but it would take 7 – 10 days for this to happen. I spent my birthday at home in tears. I have no money for food, gas, medical care or to pay my utilities. Wells Fargo knows this and does not care. I am very ill (this prolonged illness and related medical expenses is the reason for needing this program). The stress of this situation has had a significant impact on my health but now I can’t even afford the gas to go to the doctor or to pay for my medication.

If you are persistent enough to badger then into letting you into this program, whatever you do, don’t trust them with automatic withdrawals. They will likely wipe out whatever money you have in your checking account and it will take a lot of effort on your part to get it back. If you are a lawyer and are looking for a good case, please contact me. It is definitely lawsuit time. The Home Affordable Program is really a great idea, but unfortunately some banks that are claiming to participate are just giving people a big hassle. They are mandated by the government to help people in my situation, but instead are just making things worse.