Consumer complaint received 2018-03-15
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We are resubmitting the complaint against Wells Fargo Bank with additional information. Original complaint is included below. New : As of XX/XX/XXXX, we were assigned a new Wells Fargo Representative, XXXX XXXX to handle the issue. Upon our first conversation, I once again explained that our delinquent amount on our mortgage was caused by bank error and would like a letter of deletion for the reporting agencies. A bank representative mistakenly gave us the wrong information when making a double payment in the month of XX/XX/XXXX ; thus, causing an unknown avalanche of late payments without any notification from the bank via phone, mail or email. Once our credit report alerted us of the delinquent amount upon prequalifying for a new home loan, we immediately contacted the bank and asked why we were not notified about anything regarding our account. Without communication, there was no way for us to be aware of a problem or rectify any delinquency properly. The WF representatives were confused and confirmed there was no documentation of communication within their system which later changed drastically once complaints began to be filed ( fraud ). XXXX XXXX was assigned our case with Wells Fargo, conducting her own 3-month investigation. Upon completion, she was unable to justify the lack of communication or misinformation given to us in XX/XX/XXXX yet, proceeded to report back to the credit agencies the delinquent amount owed instead of addressing the issue of the bank error. I then reported this situation to CFPA and was assigned XXXX XXXX. She has since filed two extensions regarding our complaint. We are resubmitting the complaint against Wells Fargo Bank with additional information. As of XX/XX/XXXX, we were assigned a new Wells Fargo Representative, XXXX XXXX. Upon our first conversation, I asked for no further phone calls but am requesting all communication to be done through email or physical mail ( documentation ). I once again explained that our delinquent amount was caused by bank error and would like a letter of deletion for the reporting agencies. Bank error ( summary ) A bank representative mistakenly gave us the wrong information when making a double payment in the month of XX/XX/XXXX ; thus, causing an unknown avalanche of late payments without any notification from the bank via phone, mail or email. Once our credit report alerted us of the delinquent amount upon prequalifying for a new home loan, we immediately contacted the bank and asked why we were not notified. Without communication, there was no way for us to be aware of a problem or rectify any delinquency properly. The WF representatives were confused and confirmed there was no documentation of communication which later changed drastically once complaints began to be filed ( fraud ). XXXX XXXX was assigned our case with Wells Fargo, conducting her own 3-month investigation. Upon completion, she was unable to justify the lack of communication or misinformation given to us in XX/XX/XXXX yet, proceeded to report back to the credit agencies the delinquent amount owed instead of addressing the issue of the bank error. I then reported this situation to CFPA and was assigned XXXX XXXX. She has since filed two extensions regarding our complaint ; stalling. She has ignored our request for written communication and has called three times since our request for written communication. 

Noted : Since we began seeking answers to our questions on XX/XX/XXXX, Wells Fargo has had no problem contacting us via email, phone or mail. 

Once again, we are not disagreeing with the outstanding balance on our home mortgage account. We are not asking for that to be dismissed. We are simply asking for the negative reports in collections to be removed immediately due to employee negligence and lack of information, resulting in a fair chance to be notified of the issue before we inquired about our credit on XX/XX/XXXX. 

ORIGINAL COMPLAINT : Our complaint is with Wells Fargo home mortgage and the fraudulent activity on our account. We became aware of the situation after we began the prequalification process for a new home loan. Since becoming aware of the situation, we have tried to resolve this issue with the bank through XXXX XXXX and corporate office to no avail. We are not denying we were behind on our mortgage payment, but once we were made aware of the situation, we made every attempt to rectify the balance due. We were given wrong information by a Wells Fargo bank teller back in XX/XX/XXXX. At that time we were led to believe our account was made current and all past due amounts was paid in full as per our documentation. We received no further communication from Wells Fargo from that point on. There was no communication via telephone, physical mail, email or other means that informed us that there was still an outstanding past due amount. Therefore, no way for us to be aware of a problem or rectify any delinquency. After we became aware of the situation, we confirmed the lack of communication by Wells Fargo via many documented conversations with customer service. We made a formal complaint and asked for a letter of deletion for the credit agencies due to bank error. The fraudulent activity by Wells Fargo occurred after the initial complaint made to the corporate office and after our case was assigned to XXXX XXXX XXXX. I refer to this as fraudulent because after we contacted the bank on our own to verify and rectify the situation, an immediate change was made in communication regarding our account. The changes in the Wells Fargo computer system immediately triggered a slew of phone calls from Wells Fargo customer service and collections ; as well as an email notification regarding our mortgage statement, and a physical letter delivered in XXXX. This was the first communication initiated by Wells Fargo since XX/XX/XXXX outside of our stated yearly tax documents. We have also filed a complaint with the authorities about bank employees coming onto our property, photographing our trash and mail after the bank personally apologized for sending them incorrectly. 

Once again, we are not disagreeing with the outstanding balance on our home mortgage account. We are not asking for that to be dismissed. We are simply asking for the negative reports in collections to be removed immediately due to employee negligence and lack of information, resulting in a fair chance to be notified of the issue before we inquired about our credit on XX/XX/XXXX.

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