Consumer complaint received 2018-10-14
Company: WELLS FARGO & COMPANY
State: KS
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Have been on a payment plan with Wells Fargo since XX/XX/2018 that is to go through XX/XX/2018. Have made payments for the months of XXXX and XXXX for the arrangement. Worked out with Wells Fargo Home Mortgage Representative XXXX. That since the payment plan monthly amount was for {$710.00} and there was no way could pay that amount up front, said that on every payday would break each payment into partial payments of {$170.00} and {$170.00}. Well, she said that was fine and that we had until the end of each month for the payment to be made. XXXX is a bad month for us because our car tags come due on all our vehicles and we are playing catch up with other bills. I only make {$14.00} an hour at my job and my wife is without work right now. She has been actively looking with no luck yet. We explained all of this to Wells Fargo and had a wonderful representative the first time with XXXX XXXX, who explained with the first one that we  had until the end of each payment month to make the payment. Our first one was almost complete when our account got hacked. We spoke with XXXX and tried to make that final payment back in XXXX or XXXX but Wells would not hear of it and made us go on another plan. Only this time we got a new representative XXXX, who will not leave a message or send an email to us so we know there is a possible problem. The only time she ever responded is when I send a bit of a XXXX email to her. Once again explaining our situation and making sure we still had till the end of each month to get the full payment made. Her response was yes. Well, we got a credit notification from our monitoring service that Wells Fargo zapped my Credit report due to a partial payment not being made but yet the branch took the recent payment made on XX/XX/18 with no problem. I can not take personal calls during my work hours and have asked several times to please leave me a message if Wells Fargo did call. I had been getting calls during work my work hours but never got any voicemail messages. I did not recognize the XXXX # that was on my phone. It was not id on my caller ID to even know who it was calling. I have been plagued with so many scam calls on XXXX # that I am weary of answering them even when I can. Explained this to our representative XXXX but she refuses to make other contact with us. Our payment is for {$710.00} and half of the month of XXXX 's payment has been made all ready and still have two weeks before the end of the month to make the last two payments needed to complete the full payment. Wells should not have dinged my credit report because the full payment has not been received and they took my partial payment on the XX/XX/XXXX. I have all my receipts and will gladly supply them to you all for your records. It is not right for Wells to leave no messages and no emails or formal letters and put this on my credit report. Want it removed from my credit report.

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