Consumer complaint received 2022-03-08
Company: WELLS FARGO & COMPANY
State: NC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Our mortgage was on forbearance due to COVID. It ended XX/XX/2021. I started working with a Home Preservation Specialist in XX/XX/2021 to bring the loan current. I made my XX/XX/2021 payment ... and I made a XX/XX/2021 payment. At that point, I spoke to the Home Preservation Specialist again and he said that because we were in the process of a partial claim, that I did not need to make the XXXX payment, as payments were to start in XX/XX/2021. He said the payment that I made for XXXX would just go toward my XXXX payment and advised that I not make a payment in XXXX. In XXXX, he randomly called me with an update on my partial claim. I asked him at that point if he could give me the exact amount of my payment, as I could not see anything recent when I logged into my Wells Fargo account. He told me my payment, and I was about {$40.00} off from the payment I had made. He offered to take that payment over the phone... but then he asked me if I also wanted him to collect the XXXX payment. I was confused and reminded him how he told me not to pay in XXXX... he looked at his notes and agreed he told me that, but he said that the settlement department took the payment I had made and added it to the previous balance. He admitted it was different from what he told me, and said there was nothing he could do. He opened a case with the Executive Office on my behalf. I hadn't heard after a bit of time, so I reached out to him and he gave me the phone number. I got the run around multiple times before I was finally given the name of my Case Specialist. We spoke a few times, she had to extend the date twice, which spanned over 2 months. I stressed multiple times that I really wanted this to be worked fast, prior to the partial claim getting finalized ; however, that didn't happen. She called me last week around XXXX to let me know that she had done everything she could, but the settlement department would not change anything. She said that the Home Preservation Specialist did say that he told me the wrong information, and that she had followed up with his manager who said they would provide him with additional training. In the end, she told me there was nothing they would do to resolve the issue. This is extra frustrating. This Home Preservation Specialist -never- gave me correct information. He told me to skip a payment, that steered me wrong. He also gave me the wrong payment information- he told me that the partial claim would bring me current on escrow and he gave me the lower payment, but the Case Specialist said that was not accurate and I owed the higher amount. He provided horrible customer service. He was supposed to be the person who was guiding me through this process ; the source of truth. He gave me wrong information. I'm not even asking for a refund or a credit... I am simply asking for the amount that I paid to be put towards the current balance, not the previous balance ... because as of now, it looks as if I am behind a payment. I do not want this affecting my negatively on my credit or for future mortgage payments. It is not fair that -everyone- at Wells Fargo agrees that I was given the wrong information, yet they are not willing to help resolve it. In the end, Wells Fargo will receive the money from me, whether it's now, in 5 days, 5 months, or 30 years. But to me, I don't have two payments to make at once at this point. I do not feel I am asking for anything ridiculous... just asking for the information that was told to me to be the accurate information that is carried out. I spoke to the Case Specialist last week for over an hour and really got nowhere. She agreed with everything I said and basically said that she couldn't get anyone else to budge. She had already closed my case before she had even talked to me, as she was calling to let me know that she sent a letter overnight ... How do you close a case before you talk to the customer? She said she would open a new case. I called the next morning to see if I could get the new case number. That representative explained the new case number was not generated yet. I explained I wanted to speak to a supervisor, as I had already been waiting 2 months for a decision and I didn't want to wait another 2 months. The representative told me that this was a good thing that a new case was opened, as I would be given a new Case Specialist who would re-review the case to make sure everything was done appropriately. He also asked for a supervisor to call me. That was last Friday. I got a call today, Monday, around XXXX, from a new Case Specialist, literally calling to tell me " we are not changing our decision, sorry. '' Again, that is unacceptable. I was told the case would be re-reviewed. It took the first Case Specialist two months. I asked him what was done, he told me he read the notes and they would not be changing the decision. He read the notes? How is that re-reviewing the case? How is that helping the customer? It isn't even like the Home Preservation Specialist is denying what was said or done... so what is the problem? Why can't Wells Fargo stand by their employees actions? Why is it the customer that is having to deal with the misinformation? I asked to speak to a supervisor and am waiting for a callback. I specifically asked for the case to not be closed and he said he couldn't promise me that. I work in customer service, and we don't ever close a ticket from acustomer until it is resolved. This was handled poorly from the beginning. This isn't a way to treat a customer. I need help. I can't afford two mortgage payments at this point. I did nothing wrong. I did everything I was told to do from the Wells Fargo Home Preservation Specialist. a

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