Consumer complaint received 2022-10-06
Company: WELLS FARGO & COMPANY
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is the second go around with this issue and it's a huge headache and shows how incompetent Wells Fargo Home Mortgage is. 

Back in XXXX of XXXX Wells Fargo Home Mortgage sent us a thick packet of forms with a letter saying that they have a discrepancy with our information in their system because my wife 's name is incorrect with the IRS. That made no sense to us at all, so we called their customer service line. After spending at least an hour on the phone with them, my wife found out that they keep entering her maiden name as her middle name on their end at Wells Fargo and then their computers spit out an error message and then they just send out that thick packet in the mail with tons of repetitive forms to fill out. But the mistake is at Wells Fargo. Whoever is inputting my wife 's information at Wells Fargo is doing it wrong. We had to escalate it with their team and explain the situation for an hour-plus, dealing with multiple customer service people and their managers. At the end of this they finally guaranteed that they fixed it, and it wouldn't happen again. 

But then here we are over a year later and this week another thick packet in the mailbox arrived from Wells Fargo with the exact same name discrepancy issue. You don't understand how infuriating this is. 

I also remember that last year they began to send us escalating letters in RED envelopes that said threatening things like " YOUR MORTGAGE IS IN JEOPARDY '' that were clearly trying to scare us. 

I just spent another hour on the phone with customer service person " XXXX '', and then his manager " XXXX '' explaining this enraging whole situation. Now XXXX promises me that they will correct the issue ( yeah sure ) and now I have to wait two more business days for someone even higher up on the " executive escalation team '' to call me back. I have little faith that it is going to be corrected as we have literally gone through all of this with them over a year ago. 

This is ridiculous. I no longer have any patience for Wells Fargo and their incompetence. I hate huge behemoth companies like Wells Fargo that do this kind of thing to their customers, and we just have to sit out here and take it and give them multiple hours of our time dealing with their incompetence and fake guarantees that things are taken care of when they aren't, but don't worry XXXX XXXX XXXX here is a reference number for you so you can be assured that this was taken care of this time. 

Nope. 

Lastly, we are good customers. We are far ahead on our mortgage payments and have never had a late payment. My wife and I have excellent credit and good income. We shouldn't have to be bullied by a large mortgage company over the phone and through the mail to fix an issue that they caused. My wife shouldn't have to fill out 15 pages of forms because someone at Wells Fargo entered her information incorrectly. I am so sick of having to explain all of this to their customer service person only to then be passed off to a manager and then have to explain it all over again. And then they still don't correct the issue. I'm done. DONE. 

Please, if you can help me, I need it. I am so sick of dealing with them. I am sick of fake customer service people pretending they care when they don't. They will make the same mistake again and then make us go through this all over again.

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