Consumer complaint received 2018-12-13
Company: WELLS FARGO & COMPANY
State: MT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home mortgage is with Wells Fargo ; they sent me a letter in XXXX that they had transferred the Servicing of my mortgage to another company, XXXX XXXX XXXX, and that I was to begin paying my monthly mortgage payments to them starting on XX/XX/2018. They stated in their letter that I would shortly receive a Welcome Letter from this new servicing company, providing me with all of their contact info, their website, my new account number, and all of their information regarding the current status of my mortgage, including my escrow balance, escrow payments, interest charged, existing monthly payments, etc. 

I have still not received any Welcome Latter from this new servicing company ; I have called them a number of times and each time, until the last call to them yesterday, after holding for a rep for 5 to 10 minutes, each time I was disconnected! Finally, I was able to speak to a rep and asked why I had not received a Welcome Latter so I could pay my XX/XX/XXXX payment ; I was told my Welcome Letter had been sent out to me, so I asked the date it was sent since I have not received any mail correspondence from them, and the rep told me he had no idea when it might have been mailed and hung up on me. 

At that point I called Wells Fargo Home Mortgage, spoke to a rep and told him I had received not Welcome Letter or any other mail information from this new servicing company that I am supposed to pay starting XX/XX/2018, and the Wells Fargo rep told me they no longer service my mortgage account and hung up on me!!! 

I then tried to access my Wells Fargo Home Mortgage account online that I have used for quite some time, and I was not able to log on using my existing username and password. 

It seems that Wells Fargo and this new alleged servicing company is contriving to make me be in arrears so they can either charge m continuing late fees for my mortgage payments or to foreclose on my home due to non-payment!!! 

I am very concerned that all of my information from my long relationship with Wells Fargo Home Mortgage, including payments, interest paid, escrow balance and payment information, etc. has bee lost or somehow made unavailable to me. 

I want all of my past mortgage payment, charges, escrow, taxes information available to me immediately, and I want the agency to help me ensure that this new servicing company and Wells Fargo, since Wells Fargo is so well known for cheating it's customers, is not going to try to collect late fees for payments not made, or to foreclose on my home because of their inability to provide me with my account information so I can easily and with confidence pay my mortgage payment monthly, on an ongoing basis. 

At this point, I have absolutely no confidence in any of my requests with either Wells Fargo Home Mortgage or this new alleged serving company, XXXX XXXX XXXX XXXX. 

I respectively ask for you help with this ; I am almost XXXX years old and am fearful of what I see going on with my mortgage servicing. I tried two more times to call the company and still haven't got a response from them. I can't make a payment because Wells Fargo said if I did they will just return it Sincerely,

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