Consumer complaint received 2021-07-15
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Wells Fargo Home loan. 
Last year during Covid applied for 3 month forbearance. This was granted. 
Prior to the end of the forbearance on XX/XX/XXXX or XXXX XXXX, we applied for an additional 3 month forbearance. This was immediately granted. This was through XXXX of XXXX. 
As we progressed through forbearance months, the total amount due on the billing statement continued to rise month after month, which made knowing where we were at very confusing. 
In XXXX, I got a call, and I was asked if I could resume payments. I made a payment the following day - on or about XX/XX/XXXX. Although at the time I was unsure whether or not the payment was for the next billing payment or not ( Due XXXX XXXX ). On XX/XX/XXXX a letter was sent out stating that the forbearance months had been rolled to the back of the loan. I can't remember if I had made that request on the phone call prior to the XX/XX/XXXX payment or if they had just done it automatically, but that was always our intent - to have the forbearance rolled to the back. 
So, after months passed the amount due at the top of the bill was still many months worth of bills. initially I figured they would come down. when an offer to enter a home preservation segment came along, I took the opportunity thinking they could help get things worked out. What i didn't know was that home preservation had nothing to do with the covid forbearance. completely unrelated. 
when I started to get collection letters and calls in XX/XX/XXXX, I still thought home preservation was the route. 
In XX/XX/XXXX i started to get worried becuase we were looking to refinance and my credit score showed no score at all... none. 
As I began to investigate more and more, and talk with actual bank reps in XXXX and XXXX, I found out first that payments were showing as not paid ... XXXX, not applied toward XXXX, Oh that was applied to XXXX ... .but I paid in XXXX, oh that was applied to XXXX, but I paid in XXXX, XXXX was applied to XXXX ... ..WHAT!!!!???? ( this was a forbearance month that was supposed to be rolled to the end of the loan ). And ever since that point each current month I paid was being applied to some past month. 
So the person on the phone set up an inquiry. and again sent me to home preservation. Which is the wrong department for this. Finally in an almost 2 hour phone conversation on XX/XX/XXXX. was that XX/XX/XXXX payment was applied to XXXX, XX/XX/XXXX payment was applied to XXXX, and XX/XX/XXXX was applied to XXXX. These payments that I was making toward what I thought was being applied to current months was being WRONGFULLY applied to previous forbearance months. What I also found out. was I was supposed to be mailed a " resolution agreement '' at the end of the forbearance months, where i was supposed to work out with WF how to resolve the forbearance months. THAT RESOLUTION AGREEMENT WAS NEVER SENT! THIS WAS VERIFIED ON THE PHONE DURING THE XX/XX/XXXX CONVERSATION. 
It appeared to them ( from the XX/XX/XXXX conversation ) that I only had a 3 month forbearance. Then we found the XX/XX/XXXX correspondence extending the forbearance an additional 3 months. We also found the XX/XX/XXXX letter stating that the forbearance was rolled to the end of the loan. 
Wells Fargo XXXX up. All 6 months of the forbearance should have been rolled to the end of the loan. Their billing practices made it extremely difficult to understand what was going on. It was very difficult to understand what I currently actually owed so i did XXXX up the XXXX period thinking the XX/XX/XXXX payment went to XXXX XXXX, when it should have in fact been applied to XX/XX/XXXX - but was wrongfully applied to XXXX. I had one more mistake in XXXX. In XXXX I realized these two mistakes and made an additional 2 payments to cover XXXX and XXXX. 
but the problem remains that I am still shown to be 3 months behind because 3 of my payments were wrongfully applied to XXXX XXXX and XXXX last year ... .forbearance months which should have been rolled to the end of the loan and not been " paid off '' with payments I was making towards subsequent months. 
On XX/XX/XXXX - I received a notice that my loan had been sold and would be transferred on XX/XX/XXXX to the new company ... .... 
I need WF to clean this up now. I have no credit. everything is a mess, and they're just sweeping their mistake under the rug in hopes that it will go away. It is not right. 
Please help

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