Consumer complaint received 2020-11-20
Company: WELLS FARGO & COMPANY
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have an FHA mortgage with Wells Fargo. I was granted COVID 19 forbearance in XX/XX/2020. I received a letter from WF stating that I had been grant 3 months forbearance. In XXXX, I received a notice on the WF app asking if I wanted to continue forbearance for an additional 3 months. I followed the prompts on the app to extend forbearance and to this day ( XX/XX/2020 ) the app and online portal say that my account is in forbearance, which expires XX/XX/2020. On XX/XX/2020 I received a foreclosure notice that stated to repay the missed payments. Since I was in forbearance, I called WF and after several hours and talking with multiple WF employees, I did not have any answers as to why I was in foreclosure. I knew that the Cares Act prevents foreclosures and I could not get an explanation from WF, I filed a complaint with the CFPB. Two days later, I was contacted by XXXX, a WF " executive ''. XXXX investigated and concluded that if I paid a certain amount that my account would be considered current. She insisted that I should pay this amount through their online banking portal. Since WF has " lost '' several mortgage payments resulting in payments being credited to my account 5 months after I made the mortgage payment, XXXX said that I could choose to go to a local branch to pay. On XX/XX/2020, I tried to pay online ( suspecting that it would not work ) and the system would not let me. On XX/XX/2020, I went to a WF branch and spoke with XXXX, the branch manager. He could not explain why the amount XXXX gave me to pay and the amount in the WF online system was different, so he called the WF mortgage dept to get a correct figure. He spoke with XXXX, who gave a different amount for me to pay ( I now have 3 different amounts that I am told will get my account current ). I agreed to pay the amount that XXXX provided, but when XXXX said that he didn't know how to credit my payment to my mortgage account I became concerned that my payment would not be credited properly, as this has consistently happened for the past 3 years. XXXX then called someone else in the mortgage dept who said that my loan is in foreclosure ( due to the missed payments while is was in COVID forbearance ) and that I needed a letter of reinstatement that would provide the correct amount for me to pay to have the foreclosure status removed. On XX/XX/2020, I received a letter from WF stating that I was granted COVID 19 as a result of their error and that due to the missed payments that I am in foreclosure and need to call them to make payment arrangements. On XX/XX/2020, XXXX received the reinstatement letter ( with a fourth different payment amount ) that stated if I pay {$10000.00} that my mortgage account will be considered current through XX/XX/2020. Because this is the first time I had an amount to pay in writing I chose to wire ( while in the branch ) {$10000.00} ( the amount on the reinstatement letter ) from my WF checking account to my WF mortgage account. I watched XXXX put the wire through and the money was immediately withdrawn from my checking account. XXXX and XXXX ( WF foreclosure dept ) said that it could take up to " 1-2 hours '' for the payment to be credited to my mortgage account. On XX/XX/2020, the day following the wire payment, the {$10000.00} has been taken from my checking account. but not credited to my mortgage account.XX/XX/2020I spoke with XXXX in the forbearance department ( where I was told to call for follow up ). Since she could only help with forbearance, she transferred me to the foreclosure department where I spoke with XXXX. XXXX could not tell me where the wired payment was or why it had not been credited to my mortgage account. I then drove to the the branch for help, and since XXXX the branch manager, is not working today, I spoke with XXXX who said that she would investigate. To date, I've filed 5 " escalations '' with WF and 1 complaint with the CFPB and still have not been able to get my mortgage account credited to show that it is current and although I can document that I have made all payments, my home remains in foreclosure and I continue to receive foreclosure notices from WF. XXXX, provided her phone number and offered to help should I have any issues getting my payment correctly credited to my account. I have called her numerous times, but have not received any communication from her, since she concluded her investigated in XXXX. My goal is to pay what I owe, have my mortgage account updated as current so that I can refinance to another lender.

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