Consumer complaint received 2018-07-05
Company: WELLS FARGO & COMPANY
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
the past 10 Months I have inquired diligently from Wells Fargo about how and why they are charging me late fees. They have gone out of there why to avoid a direct answer to the question. Additionally Wells has hid the relevant information by burying it in a bundle of unrelated information, to which I assume they expect the Consumer Financial Protection Bureau to unwilling to sort through the legalese of unrelated information to find and solve the conundrum of the disparate data to find an answer to very simple question. Questions so simple they can be answered in 2 pages or less ; yet I have never received a response back that was anything short of a disorganize book. It is clear to me that they have used this tactic to avoid a solution to a problem that allows they to generate revenue by manufacturing late fees that dont actually exit, except that Wells conjures them up. 
Because Wells Fargo monthly mortgage billing statement does not show the origin of late fees, nor a balance sheet of all elements relative, I pursued Wells Fargo to explain how they are manufacturing late fees as a source of income and in particular as it applies to My VA mortgage which they have chosen service. 
After many inquiries with illogical answers I was advised by counsel to request a customer activity statement to show when my payments were received, when they after the XX/XX/XXXX of the month ( billing statement says late fees are applied after the XX/XX/XXXX )  and what if any late fees were assessed. Wells response was to delay the 3 page print out answer which turned out to be more than 30 days. In normal business acumen this would have taken less than 5 minutes to print out the Customer Activity Statement.  The dubious processing of my inquiries went across weeks and months, repeatedly. The time was used to manufacture other late fees accumulations. This again was a tactic use to manufacture more late fees, the origin of which were not clear and what was late, when it was late and why it was late, especially since I was XXXX and am XXXX paying my monthly VA mortgage through Wells Fargo on or before the XX/XX/XXXX of the month as indicated on the monthly billing statement. 
Following the advice of counsel I pursed Wells to provide the Customer Activity statement to me and here to the Consumer Financial Protection Bureau. In XX/XX/XXXX I received a book like envelop of irrelevant information in which I was able to find a 3 page activity report which covered the period from XX/XX/XXXX to XX/XX/XXXX( Please find attachment A ). 
According to that Wells Fargo provided Customer Activity report, there were no late fees fromXX/XX/XXXX- XX/XX/XXXX, then months 6, ( {$34.00} ) 7, ( {$34.00} ) 8, ( {$34.00} ) and 9, ( {$34.00} ) of XX/XX/XXXX show late fees.. This again made no logic because all my payments were on or before the XX/XX/XXXXof the month and I provided Wells Fargo with an attachment showing my banks wire transfer confirmation of Wells received date. ( Please find attachment B ). I also provided Wells with a cancelled check showing where I had paid late fee in the same month for the 1 occasion ( XX/XX/XXXX ) where payment was received on the XX/XX/XXXX. If you were to total the 4 months at {$34.00} youd find {$130.00} yet at the top of the page Wells Fargo grabbed {$270.00} in fees from my account with no balance sheet or data to justify that amount.

After sent a Bank record showing when Wells received the payments, Wells continued to charge me late fees and pilfer my monthly payments without explanation. I pursued them repeatedly as to why. Finally almost a year later another envelope with book size data arrived on XX/XX/XXXX. ( Find attachment B ) This volume of irrelevant information had hidden in it a new customer activity report section that generally covered the same periods as the one received almost a year ago but horrifically it has add 13 compared to the other which has only 4 late fees assessed. There is also a missing page ( page5 of 5 ) from the 2nd Customer Activity Report. This type of confusion, misdirection, defection and information withholding is another tactic Wells is using to making it impossible for me to logically analyze the tracks of their late fees. The total amount of the late fees on the paper provided does not equal the total amount Wells is requesting me to pay and because they accidently left out page 5 of the report, who knows what number they have conjured up? I am force to inquire again for the incomplete activity and tracking of a balance sheet. Meanwhile Wells is still adding fees. 
This also is very confusing and could be easily displayed in an itemize 1 page printout of ( less than 3 minutes to do ) show fees, dates and reason, total amount taken from your payments total fees combined total amount due. I find the missing page, and the production of documents that overlap the same periods but showing completely different late fees, deceitful, unethical and unlawful, and certainly not what you want from the Federal Government or a bank. 
To track what have they done with my money there should be a balance sheet and a ledger showing itemized deductions, balances and payments. Since there are 2 different Customer Activity Ledgers say two different things, ( both incompletely XXXX, it is impossible what the XXXX is being said. Which one is nearly correct? 
My experience with Wells Fargo is horrific to say the least. They are very predatory in their servicing of Loans. That has been proven time and time again. My experience is no different. Their lack of honesty is why I reach out to the CFPB Since Wells Fargo is supplying a different Customer Activity report for basically the same periods but now adds 10 late fees not show in the 1st report. This appears intentional and used as another tactic to generate more late fees by hiding the facts and the truth of how they operate a fee mill. How can you pay for what you dont see? 
So in the same packaged book, Wells also says send us {$580.00} and well stop the bleeding, and then add indecently, we just added another {$34.00}. Corruption at its finest! How about logically showing the addition accumulation of legitimate fees that TOTAL XXXX in a running balance sheet? What Wells is saying in either of the confusing sheets doesnt add up to that amount even if you add them both together.

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