Consumer complaint received 2023-09-05
Company: WELLS FARGO & COMPANY
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Fees charged

Complaint:
Wells Fargo claims I missed a payment in XX/XX/XXXX, and I have continued to pay monthly for the past 3 years several days before the due date, assuming I was caught up on the loan. Because the next payment happened before the 30 day mark and after the 15 day mark for late fees, they have charged a late fee every month for 3 years until my mortgage was sold to XXXX XXXX. I was unaware of the charges during those 3 years, and only discovered them upon the sale of the mortgage. I accrued {$1000.00} in late fees before I discovered them after the sale. 
I never received a call about the late payments or fees in those 3 years. I never received a mail notifying me of late fees in those 3 years. 
I did received letters notifying my when a payment was short for escrow of the full amount due, to which I would make up the payment per the instructions, but they were not informing me that they payments were late. 
I changed my name on the mortgage documents in last year and was not notified that I was accruing late fees. Based on these interactions, I was lead to believe I was current on my loan. 
I have had my complaints escalated 3 times now. I went to the branch in XXXX XXXX Utah in person and complained XX/XX/XXXX. I complained about the issued XX/XX/XXXX on the phone with their customer complaints department where I was given no information. I complained again on a phone call on the XXXX, where they informed me that they had made calls to my cellphone number. This is untrue and claim they have records of the call. I asked for recordings, but have not provided me with evidence that these calls happened. 
They claimed they sent mail. I have other mail from Wells Fargo, so I know they have the ability to contact me, but I never received a notification that I was accruing late fees every month. 
I was contacted again by the executive complaints department today, where they claimed again, without evidence, that they called me. This is untrue. They said the same thing as before. That they have records of the call that they can't produce for me. They have late notices mailed, I still haven't seen any proof. 
All the other financial institutions I have worked with had the decency to contact me when errors occurred and I have always made arrangements to get them resolved. I have a very good credit score ( XXXX with XXXX, ) and always make an effort to pay on time. I was taken aback that someone with my credit score could be back 3 years on late fees. Never have I had a business be so content with milking me for fees. 
Wells Fargo has a history of unethical business practices. Under the terms of a court order in XXXX, Wells Fargo will pay {$2.00} XXXX to millions of customers who were harmed. The bank will also pay a {$1.00} XXXX fine. I feel I have also become a victim of their culture of charging excessive fees without properly informing me. 3 years of fees is overly excessive. If the point in fees is to ensure people pay on time, this has been a massive failure. It has only made it more difficult to pay my bills. Not knowing about these fees is just proof of the greed of this corporation and its willingness to exploit its customers. I have also had to take time from my day, often at work to deal with the complaints department. They took advantage of the chaos of the early pandemic to start a chain of events that has cost me {$1000.00} in fees. Their complaints system has only left me angry and frustrated with the company. They seem to be mainly concerned with protecting the money and care little about what I have had to go through.

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