Consumer complaint received 2019-02-20
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
This is a complaint regarding loss of a signed document necessary to a Mortgage Buydown and Mortgage Shortage. Each year I receive documentation regarding a shortage of funds. This is in regards to interest due. This years amount was {$93.00}. I placed a call to the toll free phone number of Wells Fargo Bank. I was told by one of their representatives that there was a shortage of that amount and I could pay it with her along with a Buydown Amount of {$560.00}. I was familiar with this procedure because I have done this for several years after refinancing the original loan on my home. She told me that she could assist me and asked whether the amount could be deducted from my XXXX XXXX  Account. She further instructed me to send a signed and dated copy of a document entitled " Request to Maintain and Prorate Escrow Shortage ". I asked if I could fax the document and she gave me the fax number. I said I would take it to the local Wells Fargo Office so it could be faxed to them. I had done this in past years. She said to me that it was fine. I drove to the Wells Fargo Office after my call with her ended. I spoke with the manager of the Wells Fargo Branch and gave her the papers and the fax number. She went into another room, closed the door, and returned a few minutes later. She said the documents had been faxed and was received. She kept the documents I gave to her. I said thank you and drove home. The funds were deducted from my account at XXXX XXXX. My call, to Wells Fargo was on XX/XX/2019. The funds were deducted from my XXXX XXXX account on XX/XX/2019. The total amount deducted was {$650.00}. The transaction number is XXXX. On the morning of XXXX I attempted to pay my mortgage amount of {$1200.00} online as I do every month. At this time I discovered the amount due was not the normal monthly payment but was instead {$1200.00}. I called Wells Fargo Bank and spoke to a woman by the name of XXXX. She was not very helpful so after some time I asked to speak to a supervisor. She connected me with XXXX XXXX. Her extension number is XXXX. XXXX provided the extension number after we spoke. XXXX indicated to me that the cover letter from Wells Fargo had been faxed but not the signed and dated document. I had been informed by the manager at Wells Fargo, where the document had been faxed, that it was received by Wells Fargo at their processing facility. This was the first time I was aware that the document was not received. I explained this to XXXX. I was sent another cover letter and paper to sign and date. This was done by e-Mail. I received this transmission and faxed it to her at the number provided. She called me and said the document arrived but without the signature and date. I sent the document again. Meanwhile, I drove to the post office and mailed a signed copy to the address in Iowa that was on the page that was supposed to be signed and dated. The address is XXXX XXXX. XXXX XXXX, XXXX XXXX, Iowa XXXX. XXXX called me on my cell phone when I was driving to the post office. We spoke. I told her I was at the post office and about to mail the letter. I drove home. She had not received the second fax by the end of the day. She is on Central Time. I called on Monday and at that time she had not received the 2nd document I had faxed. I was wondering how she received the first one so quickly but not the second one. On Friday she assured me the matter would be resolved by Monday or Tuesday. On Tuesday I learned the fax had been received and the date and signature were visible. She told me she was going to have it expedited. Today is Wednesday and the amount on the web site has not changed and I am unable to make my monthly mortgage payment. This is very upsetting. I have never been late or even close to being late with a payment to Wells Fargo. I feel the document that was faxed by the Wells Fargo employee should have been considered received as she indicated to me it had been faxed and received. Wells Fargo failed to notify me that the document was not received. I am the victim in this matter. Wells Fargo took my money, for mortgage shortage and buy down, from my XXXX XXXX  account, would not accept an e-Mail of the document I attempted to send, and refused to make the adjustments after a faxed document had been received by their office. I ask that the Consumer Financial Protection Bureau investigate Wells Fargo for irregularities and violations of consumer protection laws and banking law.

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