Consumer complaint received 2017-07-19
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Wells, Fargo acct # XXXX property located @ XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX For XXXX XXXX by POA XXXX XXXX ( loan in XXXX XXXX ) Deed in XXXX XXXX and XXXX XXXX name. mailing address XXXX XXXX c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX Servicing issue : Ongoing, difficult to deal with. Multiple issues. Terrible customer service, bounced from place to place, transferred repeatedly and hung up on. Most recent issue - got behind on mortgage due to Hurricane damage XXXX XX/XX/XXXX, 2 properties in FLA damaged by storm with insurance deductible higher than damage amount. All repairs came out of my pocket. It took me over 16 phone calls and transfers, with more than 5 hours on phone to get on a repayment plan for the payment I was behind due to natural decaled disaster. I call in every month to make the payment for this loan. Wells Fargo, refuses to keep my ( XXXX XXXX ) they have XXXX XXXX XXXX 14 page POA on file giving me full right to transact all business for her. ) checking account information on file, - thus making it very difficult/time consuming to pay each month. I called in on XX/XX/XXXX to set up the check by phone post dated for XX/XX/XXXX. ( took over 12 mins ) The account was on a re-payment plan. I noticed XX/XX/XXXX the payment was not out of my checking account, so I called to find out why. I was on hold for over 42 mins transferred multiple times and was told that the account # was wrong and payment did n't go thru. ( could be avoided if they would keep account information on file. ) I asked for call to be pulled/reviewed so I could verify information. In the meantime I paid the payment again. They called me back on XX/XX/XXXX and stated I gave them wrong account # ( missing the first two digits XXXX ), thus breaking the repayment plan. I asked for the re-payment plan to be reset do to an error -not malicious intent to not pay at all. I was told they would escalate the call. I received a call from XXXX executive office XXXX ext XXXX message left on voice mail XX/XX/XXXX XXXX. She had a response. XX/XX/XXXX XXXX another voice mail received she had research completed. I was able to reach the office at XXXX, however at first she was not available. The representative I spoke to could not or would not read the notes to assist me, only would state I had to speak to her. I asked could she not look in the notes and just let me know if they were able to put us back on the repayment plan or not as message left research completed and should n't the result be in the notes? If it 'd not documented it 's not done. The lady said that XXXX is still in office but on another line and I must speak with her. She had messaged her and stated had other options she wanted to discuss with me. I told her I only need to know yes or no was the repayment plan being re-set?. I also informed her I was out of town dealing with XXXX relative property belongings and I was in an area with limited phone coverage, that is way I missed the last 2 calls. I wanted anyone in that department to assist me. They refused, made me hold for over 30 mins to speak to this XXXX ( XXXX ext XXXX ) person in the executive office. She stated that the research was completed and that due to an insufficient fund check returned by my bank that the repayment plan was cancelled. I advised her she was WRONG that the check was not returned or presented to my bank and that it was an incorrect -incomplete account # and if she had done the research that took her from XX/XX/XXXX until XX/XX/XXXX to get back with me she would have know that. She insulted me and stated I needed to face facts the check was NSF. I have never been so mad/frustrated over inaccurate incorrect information and an executive representative on the line whom had NO CLUE the difference between and insufficient fund check and incorrect account #. I told her she was not correct and she stated the research is completed and you will need to face the facts. She refused to listen. I have never dealt with such an untrained, cold robot like person in all my years in the industry. I do n't believe for a min she researched anything. I requested at that time a copy of the notice that my bank supposed sent them back stating the check with insufficient funds. I demanded that copy. She said she would have to see if was able to provide that. ( She ca n't because it DOES NOT EXIST ). She gave me a # XXXX to call to re-apply for repayment plan if I met the criteria. I called and spoke to another representative XXXX rep # XXXX whom informed me the repayment plan was still active. WOW! I told her what the executive office XXXX just told me and the representative stated it 's in the notes XX/XX/XXXX incorrect account #. This was another 18 +  min. phone call. If the executive had actually done her job, not insulted me and actually helped it would not have come to this. I have had nothing but issues with Wells Fargo, putting notes on my door XXXX XXXX XXXX XXXX XXXX XXXX Fl for and inspection at this property which is XXXX XXXX XXXX XXXX XXXX XXXX Fl. I got nowhere when I inquired why they would put a note on my door with no name or acct # on it but her address and to call for important matter? I called and no one knows anything. It 's a zoo at this place, poorly or untrained staff, FDCPA violations galore. I left a voice mail message today XX/XX/XXXX to follow up on a copy of that item for the NSF check I need to face facts n accept. I am a longtime customer of this company and this is not the first issue. Please do something with this information to help stop the abusive tactics and poor servicing of this company. XXXX XXXX2ND LOAN ANOTHER ISSUE*** Oh and for the record, my loan with Wells Fargo XXXX acct # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX XXXX I authorized a POST DATED CHECK FOR XX/XX/XXXX which I called in onXX/XX/XXXX. The POST DATED CHECK OF XX/XX/XXXX was run thru 2 days early on XX/XX/XXXX in error by Wells Fargo causing me further financial duress with fees for stuff items that were going to be returned because if this. I called them immediately when I saw check was put thru early, they did acknowledge they ran my check early by mistake. ( because they do n't listen to the customers. ) The could have cared less. Holiday weekend, XXXX XXXX, told me to fax my bank statement and they would reimburse me for the fees in 7-10 days. I instead had to go to a loan shark payday advance place and take out a loan ( costing me additional fees {$550.00} to cover this mess. This is not fair. I 'm over this company. The repeated errors, endless letters when you ask about something same form letter numerous time, they need additional time to research and the nothing. Thank you for your time. Please help so this stops. Best Regards XXXX XXXX by POA XXXX XXXX XXXX PS : XXXX is my mom, she is currently under XXXX care. I have enough stress and worry on me at this time as her only living relative, POA, XXXX XXXX, and her daughter. I certainly do n't need the hatefulness/ terrible poor service of a big company like Wells Fargo at this time in our lives. We have both been in our home over 10 years.

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 monetary relief