Consumer complaint received 2018-08-08
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We finally got current on our mortgage payments after 2 years of conflicts and filed complaints with CFPB due to Wells Fargo admitted mistakes and admitted errors of a failed modification. 
At the end of XX/XX/XXXX, we made the final back/late bi-weekly mortgage payment in the amount of {$130.00} and our current bi-weekly payment in the amount of {$830.00}, which brought our payments current. I asked the representative to place us back on the automatic bi-weekly withdrawal for the amount of {$830.00} scheduled P & I ; instead of the minimum payment of {$830.00}. Because we had just made the payments, we asked the payment to be put back on the regular schedule before the failed modification and which we had been on for over 12 years ( The life of the loan ). This would make the next payment withdrawal XX/XX/XXXX. The representative agreed to what we thought was the final agreement. On Monday, XX/XX/XXXX, we received a letter from Wells Fargo via mail, which stated that Beginning XX/XX/XXXX and continuing each month thereafter on the same day, we will withdraw your monthly mortgage payment in the amount of {$830.00}, plus any additional principal you requested during enrollment. ( Please note that our mortgage payments have never been monthly but bi-weekly ). The letter also states that, our Preferred Payment Program option provides you with budget flexibility and convenience. 
I called, again, the evening of XX/XX/XXXX to verify my phone conversation and agreement with the representative of the agreement made to withdraw the funds on XX/XX/XXXX in the amount of {$830.00}, bi-weekly, and to refute the letter we received on XX/XX/XXXX. After speaking with another representative and a customer service representative, I was told they see what was discussed and agreed upon in the files and they also see the letter that was mailed out. The customer representative also stated the withdrawal with take place on XX/XX/XXXX. I again informed him that this was not the agreement and that the money would not be in the account. I dont have it. I asked to cancel the automatic withdrawal scheduled and we would go online and pay it on XX/XX/XXXX and will continue to do so manually. I also explained that I understand the mortgage is considered late at that point but would rather pay the late fees than the abundance fees for an overdrawn account because the money is not there. He agreed to stop payment. 
Please help us resolve the following : 1. As a flexibility and convenience option, we are again requesting a flexible automatic withdrawal payment date beginning XX/XX/XXXX and bi-weekly thereafter in the amount of {$830.00}. 
2. We request that Wells Fargo correct their records to indicate and reflect that our mortgage payments are bi-weekly and have been for the life of the loan since XXXX. Wells Fargos correspondences ALWAYS state that our mortgage payments as monthly. This mistake was a huge error in our being behind on our mortgage in XXXX ( After errors in a failed modification. Please see the previous correspondence of our complaint filed ). 

Thank you for your attention to this matter. 
XXXX and XXXX XXXX

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