Consumer complaint received 2021-01-20
Company: WELLS FARGO & COMPANY
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I sold my home that was financed by Wells Fargo Home Mortgage. Starting late XXXX into XXXX, I received numerous calls inquiring about the XXXX and XXXX mortgage payments on the property that was sold. I contacted the closing attorney/title office and they provided me with the payoff quote they received from Wells Fargo Home Mortgage in XX/XX/XXXX that was good through XX/XX/XXXX and a copy of the payoff Information ( Wells Fargo acct no, XXXX #, loan acct #, etc ) that was wired to Wells Fargo on XX/XX/XXXX. On XX/XX/XXXX after receiving another call requesting payment for XXXX & XXXX payment, I requested to speak to the payoff dept. The payoff department reiterated they had not received payment and would open a work order to investigate. I provided the closing attorney information and case no XXXX was created. I was told the investigation would be complete by XX/XX/XXXX. On XX/XX/XXXX a late payment of {$710.00} was added to my credit report by Wells Fargo Home Mortgage. On XX/XX/XXXX I received a call asking about the XXXX and XXXX payments and I asked what was the status of case # XXXX that was opened on XX/XX/XXXX. I was transferred 3 times until landing with a rep by the name of XXXX who I quickly informed that I was irritated and needed answers. I spent 1 hour and 4 mins on the phone before obtaining that Wells Fargo received payment on XX/XX/XXXX however the payment was short {$400.00} due to a tax payment disbursement on XX/XX/XXXX. I was told they would be contacting the closing attorney regarding the shortage. I asked when I would receive a follow up call and I was told they did not know. I asked to be warmly transferred to the Payoff Dept so I didnt have to repeat myself. However, when XXXX placed me on hold and came back, she stated that group only took payments. In other words, the payoff department did not want to speak with me, the customer. I want the following questions answered by Wells Fargo : 1- Why did it take a XXXX 3 weeks to post? 
2- Why am I getting calls to pay the XXXX and XXXX mortgage payment if the payoff amount was only short {$400.00}? 
3- Why didnt the payoff quote provided by Wells Fargo in XXXX take into consideration the tax payment? They have been getting a tax bill for 18 years. 
4- Why havent they contacted me or the closing attorney about the tax shortage? 
5- Why was a late payment added to my credit report in the amount of {$710.00} on XX/XX/XXXX if the payoff amount was only short {$400.00}? Do you know how difficult it is to have a good credit score to only be dropped significantly because someone failed to do their job?!!! 
6- Will Wells Fargo correct the error they placed on my credit report? And how long will it take my credit score to recover? 

This entire process has opened my eyes to process improvements so needed in the financial industry particularly Wells Fargo. As it appears they are always in the media for some type of banking irregularity. I appreciate a thorough review and reply. 

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 monetary relief