Consumer complaint received 2017-12-08
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX recently within the last 6 months bought our mortgage loan from XXXX we had no problems with our loan transferring to XXXX XXXX. It transferred seamlessly. Now XXXX XXXX sold our mortgage loan to XXXX XXXX XXXX XXXX on XX/XX/XXXX. We received a letter from Wells Fargo stating that our payment would n't transfer so we would have to go online to setup an account if we wanted it to be paid automatically. I tried on XX/XX/XXXX to setup my account online only to be told that I could n't setup it online until XX/XX/XXXX. So today XX/XX/XXXX, I go in to WWW.wellfargo.comXXXX  to setup an account and had to call to have help to set it up. Which I was able to set the account up but I ca n't pay my house payment online/over the phone/ or with a personal check because they do n't accept personal checks - they are a BANK that does n't accept checks are you kidding me!!!! so I asked if I could us my debit card. No - the only way you can pay this house payment is a certified check from your bank or a wire from them. Again what kind of loan servicing is this? I did n't have a say to whom my loan was be sold to and now It costs me {$10.00} per payment for 4 payments plus the hassle of having to go the Bank during banking hours to get a certified check to pay my house payment when it is clear that my information is online. Not the least to say, this loan has been sold 4 times in the last few years. Supposedly come XX/XX/XXXX, I should be able to go online to setup the accounts but that is 4 months from now and what guarantee ( since they are a bank that ca n't take checks ) that my certified check will actually reach my account and be posted - since previously I lost a house over this exact same scenario only the payment they did n't have and was lost and I was expected to make an additional house payment which we ended up walking away from our dream home. ( for over a year we fought with my proof of cancelled checks ) - so the house payment that was n't every lost was returned to me 3 1/2 years later by Wells Fargo around the time that we purchased this home. 
Just another Wells Fargo taking the consumer for another ride and screwing us out of more money. Never should a mortgage loan transfer result in the consumer having to pay fees to provide the new mortgage holder to accept and process their payments. Neither should the consumer have to jump through hoops of this nature to make their payments when they have never been late on the mortgage loan for this property. Why is Wells Fargo allowed to continue taking consumers to the cleaners and nothing is done concerning their improprieties of doing business. The online payment should have been ready to go from the moment of the transfer of the loans or the loans should n't have completely transferred until the payment options were resolved. I ca n't believe that Wells Fargo does n't accept personal checks for loan payments they are a bank institution and funds are secure. I am sure there are rules to govern these selling of mortgages and I pretty positive that the selling of my mortgage to this lender and having to provide certified checks for the next 4 months of payments costing me the consumer {$40.00} is not allowed.

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