Consumer complaint received 2015-12-02
Company: WELLS FARGO & COMPANY
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Today at XXXX central time I phoned into the Wells Fargo Home Mortgage department and received XXXX XXXX # XXXX. It was my goal to explain the instructions I received from corresponding with Wells Fargo representatives over the past weeks. In corresponding with Wells Fargo, the plan was to gain control of the excessive amounts my insurance company charged me and offered non-answers. Which led me to switch insurance companies, which offered me the best alternatives. With undergoing these changes and lower rates, I made constant correspondence with all representatives at Wells Fargo, which were documented. The residuals/overpayments where to be placed into my escrow, when all payments were received. The first payment from XXXX XXXX was deposited on XXXX XXXX, 2015, in the amount of {$1.00}, XXXX and the other check from XXXX was deposited on XXXX XXXX, 2015, in the amount of {$490.00}. Along with my mortgage payment of {$860.00}, which totaled {$2400.00}. The latest statement date of XXXX/XXXX/15 stated the unpaid payment was {$2400.00}, once all checks were received, the instructions were to make the deposit and to call into the Mortgage department to follow up and inform of those payments. When explaining this step by step account listed above XXXX XXXX # XXXX ( Iowa office ), for some reason became unresponsive and I then asked to speak to another representative, if he was unable to further communicate and or understand the scenario listed above. It was then that XXXX XXXX refused my request to speak to anyone else in the Executive Offices. My XXXX stated that he was the highest person with whom I could speak and repeatedly refused to transfer me to another representative. Instead he chose to further attempt to continually engage me, even after I explained I now felt uncomfortable speaking to someone whom became passive aggressive and combative and unprofessional. I asked to speak with his or any other supervisor on duty and again he refused. He did provide me with his supervisors name, XXXX XXXX # XXXX ( XXXX ) XXXX, with whom I left a voicemail. It is my hope that this call will be pulled as this has become protocol when I phone into the Mortgage department and additionally, seems as though this is tolerated behavior. This is bad business and the representatives allowed this conduct will continue to antagonize customers, unless someone like myself let 's the executives understand, whom they employ. It is my hope to finally get answers to the constant questions that I pose to the mortgage department, without having representatives bully customers on a daily basis. One other issue that I have experienced from making payments, the payments when made take 24 to 48 hours to post. Is this due to the fact that in that time period our ( All Wells Fargo Customers ) payments accrual interest?. Is this the reasons why payments are not posted immediately?. This should not be, especially if I physically walk into a branch and ( All systems within Wells Fargo are linked ) make a payment and it does not post for 24 to 48 hours later. This is a XXXX company and you 're systems should be state of the art and not archaic. This area of concern should also be addressed. 
Additionally this is the latest email attached. 
Thank you for your partial payment toward your mortgage loan account ending in XXXX. 
Since we 're unable to make partial payments to the loan, we 'll hold these funds for you until you make the rest of your payment. At that time, we 'll apply the full amount of the monthly payment to your loan. Your mortgage will not be considered current until the full payment is applied. You may incur a late charge if we do not receive your full monthly payment by the end of the grace period. Please make the full monthly mortgage payment by the due date on your billing statement. Please call XXXX for more information.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation