Consumer complaint received 2021-05-14
Company: WELLS FARGO & COMPANY
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Since Saturday, XX/XX/2021, I have been assured that an online payment I submitted for my mortgage, made as a regular mortgage payment on XX/XX/2021, for my XX/XX/2021 payment, in the amount of {$610.00} would be credited to my mortgage as a regular payment. Needless to say, this has been one of the most frustrating experiences I have ever had in my life. Since I am getting absolutely nowhere making calls to the appropriate people, I am filing a complaint with you. Further, Wells Fargo should not be making decisions as to how my mortgage payments are applied when I specifically choose Regular Monthly Payment. 

On XXXX, XXXX, XXXX, I made a payment for my XX/XX/2021 mortgage payment. I specifically chose Regular Monthly Payment. When I went online last Saturday, I noticed that it still showed I owed a payment for XX/XX/XXXX. Concerned that my payment had not been applied, I made another payment on-line in the amount of {$610.00}. I immediately called customer service and spoke to XXXX to express my concerns. XXXX told me that since I paid early, Wells Fargo applied the payment to my principal. It is important to note that I pay my mortgage early every month and this has never occurred before. When I told XXXX, I wanted the XX/XX/XXXX payment applied to my regular payment for XX/XX/XXXX and I wanted the extra payment I made returned to my checking, she told me she would apply the XX/XX/XXXX payment to my regular payment and that I would need contact to Wells Fargo Bank to have the extra payment returned to my checking account. When I called Wells Fargo Bank they told me that I needed to call Wells Fargo Mortgage to have the payment returned to my checking account. 

On Monday, XX/XX/XXXX, I spoke with XXXX who told me that the payment that was applied to my principal would be corrected by the following morning and she could not put the extra payment back into my checking. I would have to call Wells Fargo Bank. I have called every day since Saturday with the same result. Finally, on XX/XX/XXXX the extra payment was returned to my checking account. On Wednesday, XX/XX/XXXX, I spoke with a manager named XXXX, XXXX assured me she would escalate the issue and have the XX/XX/XXXX payment applied as a regular mortgage payment within 24 hours and have it posted as paid on XX/XX/XXXX. This did not occur. Again, I called on Thursday, XX/XX/XXXX and spoke with XXXX, she told me she would reach out to the cash team to have the payment made on XX/XX/XXXX applied to my regular mortgage payment for XX/XX/XXXX, have it applied retroactive to XX/XX/XXXX, and she would have it completed the same day. It comes as no surprise to me that this issue still has not been rectified. 

Today, I spoke with XXXX XXXX, XXXX told me he needed to look into everything and would not be able to get back to me until XX/XX/XXXX. Now my payment will be late and the issue is still not resolved. 

I am completely dissatisfied with Wells Fargo customer service, lack of their response and inability to remedy the situation. Having waited patiently for a week, my patience has run out.

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