Consumer complaint received 2017-03-29
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
RE : The Estate of XXXX XXXX XXXX, XXXX Loan Number:XXXX Wells Fargo Investor Number:XXXX XXXX File Number:XXXX Attorney handling Foreclosure : XXXX To whom it may concern, My name is XXXX and My dad XXXX was found deceased XX/XX/XXXX in his home at XXXX Mississippi XXXX . 
My sister lived with my dad and had just left town for work on that preceding Monday. He was not answering my calls for 2 days, they found him that Sunday after my urgent calls to family. 
Devastated This was an enormous blow to our family who depended on his leadership, kindness and love. 
He was everything to us, our hero and my sons no. 1 fan. 

He also had his XXXX. He graduated XXXX from XXXX University and he was also made XXXX of his XXXX. This is just a short list of his accomplishments. 

When my father passed, dedications and tributes came in from his XXXX from XXXX, XXXX and XXXX who posted to my father and thanked him for motivating them to finish school, go to College, one even said he had gotten his XXXX because of my dad. XXXX worked his behind off to be great and now here we are. 

Again, my dad passed XX/XX/XXXX My father had insurance with XXXX. This policy stated that in his passing, his mortgage to Wells Fargo was to paid for a year. I called Wells Fargo, coordinated with XXXX, sent in information that XXXX, XXXX and XXXX were the executors and sent in the death certificate along with all of our contact information which was also included in the document from the court. 
When I called Wells in XX/XX/XXXX after the year was up to make the 1st payment, the automated system said that the next payment due was XX/XX/XXXX. There were 3 payments missing. I called Wells Fargo and asked where the 3 payments were. They said they did not receive them from XXXX. I called XXXX and they said they absolutely paid. I called Wells Back and they said no they did n't. This went back and forth for months. So moving on..I made up the 3 payments and continued to pay. 
XXXX sent me their payout info. They were right, they did make the 12 payments. 
I then called Wells back and asked where the payments were. Wells ... clueless. For about 6 months constantly I called to find those 3 payments that XXXX Life insurance paid, and no one could see anything. Wells Fargo tried to calculate the funds they received ... .and could n't figure it out. ( Pull phone records of the incompetency ) The account went to research in the President 's office twice. After months and months, I spoke to a young lady who was in the President 's office and she said.. '' I see what happened '', the insurance adjusted on your dad 's account, XXXX sent in XXXX less than the new amount for the last 3 months and we applied the last 3 payments to principal and not to the payment. This was our mistake, not our policy ... and should never have happened. I was like OMG, I knew that I was n't crazy. 
In XX/XX/XXXX, folded notes started appearing on the door. My sister came home 1 day to see a note on my dad 's door and she called me, ( I handle the business ) I in turn called Wells and asked what the notes for. They said they thought that the house was vacant, I asked why. The yard is cut, the dues are paid and all of the utilities are on. They said someone stopped by and rang the doorbell and no one answered. I told them that my sister worked on a XXXX and was in and out of town ... and if she WAS there and someone rang the doorbell that she was n't expecting, that she would n't answer, I would n't either.

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