Consumer complaint received 2021-04-25
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I refinanced my home with XXXX XXXX in the beginning XXXX, no issues with that process at all. After closing & funding, we made XXXX auto-payment ( which was setup at Closing XXXX to XXXX XXXX before the Servicing was sold/transferred to Wells Fargo. I was told there was a XXXX grace period for the transfer that it may take awhile to setup the account and collect payments. Toward the end of the XXXX XXXX, I called almost weekly to ensure that I'd be able to make payments. Ultimately, I was told that the account was NOT setup yet but was promised this would not negatively affect my credit report since it was a fault in their system. I continued to call frequently until I was finally able to make a payment over the phone almost XXXX XXXX after original date of sale/transfer. I was again told that I was not being reported late since it took so long to set the account up to recieve payments. I thought nothing of it. 

Toward the end of XXXX, after being in the new mortgage for a year I realized rates had dropped so I looked into refinancing. However, I was turned down by most lenders because I had a XXXX and XXXX late reporting on my credit report from the above outlined issues. I called Wells Fargo and was reffered to the so-called " XXXX XXXX '' to look into my " complaint ''. I was assigned to an account representative ( I think his name was XXXX XXXX who promised to do a full review of my case, keep me updated on progress, and hopefully get this resolved. However, after one phone call from XXXX, I never heard from him again. I left him multiple voicemails and never received a call back. I recently called back in and asked to speak to someone else who informed me that my case was closed, there was no evidence of wrongdoing found by Wells Fargo, and I should've been notified by XXXX. I wasn't - not by mail, not by phone, not by email. This new representative said my only option was to re-open the case. So, I re-opened the case last week. 

As soon as I re-opened my case, my Insurance Agent called me to notify me that my Homeowners Insurance was past due becasue Wells Fargo hadn't made payment on the account. It's a little unclear to me if this was a coincidence or " punishment '' for trying to get Wells Fargo to fix their mistake, but the timing was interesting. I called my new account rep " XXXX '' only to find out that as soon as he took my case assignment he was off for a full week. So, I called in to the " XXXXXXXX XXXX '' I could only be forwarded to his voicemail or his manager 's voicemail, I literally could not get a human on the phone that could explain to me what was going on. Luckily, XXXX XXXX was understanding and flexible and was able to keep my insurance active during the delay - XXXX XXXX I finally recieved a phonecall back from the XXXX XXXX to get the details of my account and [ hopefully ] make payment. 

As of today, my so-called " re-opened '' case is still pending. My account rep " XXXX '' has taken more vacation days than made phone calls to me. And my credit report is still wrong. Meanwhile, interest rates have risen almost half a point since when I tried to refinance my home - which I have been unable to access due to the XXXX mortgage late on my credit.

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