Consumer complaint received 2021-08-17
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is the second complaint I am filing regarding the same issue. I find the process odd in that I get to file a complaint, and the company ( Wells Fargo ) gets to file a response and then the matter is considered resolved. 
It's not resolved. Not by a long shot! 
Although I appreciate the effort of the people i've talked to. The original complaint .... # XXXX was not resolved properly. The matter took more than the original 14 days, and is still in dispute. 
Here is the problem : On two occasions I was granted a loan forbearance. The letters confirming this are dated XX/XX/2020 and XX/XX/2020. Neither of these granting of forbearances are mentioned in the " resolution '' of the previous case. 
The fact that the second forbearance, granted on XX/XX/XXXX for the months of XXXX, XXXX, and XXXX, is NOT acknowledged IS THE PROBLEM. Both of these agreements stated that " any payments you miss during the suspension period will move to the end of your loan term. '' I was granted forbearance for these months and in a letter dated XX/XX/XXXX. the subject title says, " we're confirming that we've moved missed payments ''. 
The " resolution '' letter from my original complaint talks about automated deferrals, and completely ignores the contractual forbearance agreements ( again - confirmed with letters from WF on XX/XX/2020 and XX/XX/2020 ). 
Payments made subsequent to the second granted forbearance were applied to those due within the second forbearance period ( XXXX XXXX XXXX XXXX INCORRECTLY. I completely refute the final sentence of the first paragraph of the " concerns regarding payment application ''. It states, " we want to assure you there was no error with how the payments were applied ''. This is Patently FALSE!!!!!! I have the letters granting me forbearance and then saying they were moved to the end of the loan, yet payments made after XXXX were indeed applied to forbearance months. 
I was told verbally that these were resolved, yet this is in no was confirmed or even addressed in the resolution letter. I don't know if this was corrected after the original complaint or not, but the resolution letter does not acknowledge it. In the resolution letter, they included a loan history so I could confirm that my original complaints were corrected - but THEY SENT ME THE LOAN HISTORY OF SOMEONE ELSE 'S LOAN. So I was unable to confirm any corrections they may or may not have have done. 
There was a final sentence in that segment that says, " we've determined the account was handled properly and no corrections are needed as no error has occurred ''. I emphatically challenge this as false! They may or may not have corrected the problem. They have told me they did. But this is in now way clear in the resolution letter.

Wells fargo sold my loan and it is now in the hands of another lender. The other lender shows currently due almost {$10000.00} in " fees and penalties '' transferred from Wells Fargo. This amount directly correlates to what showed up on the final WF statement as " deferred interest balance ''. This needs to get properly conveyed to the new lender XXXX XXXX XXXX that this balance is/was not currently due, and should be due at the end of the loan. Without the conveyance of that information XXXX believes it is currently due, and it is not ... .it is all due to the second 3 month forbearance that was overlooked.And I need Wells Fargo to inform XXXX of this and I need a copy of this occurring. 
Finally I had complained about having no credit ... .none. and although they said they checked to see that no negative reports had gone to the credit bureaus, I have since checked with two of the 3 bureaus. Both experian and transunion state that they have received no information whatsoever. They have no reporting of my loan on file after XX/XX/2020. 
Please help.

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