Consumer complaint received 2018-05-04
Company: WELLS FARGO & COMPANY
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I have filed a dispute against a late payment report to the credit bureaus by Wells Fargo Home Mortgage. I believe they wrongfully denied updating my credit report. 

I have had a mortgage with Wells Fargo for nine years with automatic payments from my bank account every month and was never late. I changed the automatic payment through the Wells Fargo website on XX/XX/XXXX to include an additional principal payment. The website was having difficulty showing the payment as set up for the following month. I communicated with Wells Fargo through their online messaging system since they do not email, for the reason that they do not have secure email. In these messages I stated the problem with their online system, and they said I would have to set up a one-time payment for the following month, because it was less than 30 days from the payment due date. I set up the automatic recurring payments and then set up a one-time payment for the following month. A payment for {$750.00} ( a full monthly payment of {$700.00} plus XXXX toward principal ) went through on XX/XX/XXXX, which I verified through the WF website. 
Fast forward 2 months and on XX/XX/XXXX I received a pre-foreclosure letter in the mail from Wells Fargo for non-payment. I immediately called to see what was the matter. They told me that my automatic payments had been cancelled. I displayed my confusion and told them what had happened in XXXX. They apologized and said I would have to go to a branch to make a payment to bring the account current. They said they would remove the late charges at the branch. I then re-setup automatic payments. 
In XX/XX/XXXX, I noticed that the late charges had not actually been removed from my account and I called back to WF. They apologized and stated that they would be removed. 
In XX/XX/XXXX, I checked my credit report and found that Wells Fargo had reported a late payment to the credit reporting agencies for XX/XX/XXXX. I called Wells Fargo to complain. At that time I found out that the late charges had still not been removed from my account and that the attempt to remove the late charges the previous month had once again canceled my automatic payments. My file was referred to the " Executive Offices '' to resolve. 
I spoke with XXXX XXXX in WF Executive Offices and after a month of investigations he told me that Wells Fargo as company policy deletes messages on their internal messaging service so he had no record of my correspondence from XX/XX/XXXX. He said that I canceled the automatic payments through " Wells Fargo Mobile App '' which is incorrect, because I have an older smartphone that could not download the Wells Fargo app. 
It is my contention that : - I am a reliable always-on-time client with a history of automatic payments going back 9 years. 
- Wells Fargo admitted that their system erroneously canceled my automatic payments in XX/XX/XXXX, which I luckily realized before I was assessed a late payment. 
- Wells Fargo states that it was my error in setting up automatic payments in XX/XX/XXXX, although a payment was made in XX/XX/XXXX.

- Wells Fargo deleted the internal messages which showed my questions about problems with their automatic payment system. 
- Wells Fargo does not send out " Your payment is late '' electronic notifications, but only " You have a new statement '' notifications ( since I canceled paper statements as they recommended to save them money and the earth trees ). 
- Wells Fargo made auto-dial calls to a 5 year old work phone number at a job I no longer have because it was listed on my mortgage application. Wells Fargo had my cell phone number on file but did not call it. 
- Wells Fargo removed late charges on the account, admitting that the error was not likely mine, based on my payment history.

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