Consumer complaint received 2020-10-21
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been trying to show Wells Fargo Mortgage that they collected {$1000.00} interest in error from an extra payment I made on XX/XX/XXXX, which basically would have covered XX/XX/XXXX. 

XX/XX/XXXX paid off our mortgage on XX/XX/XXXX. 

Wells Fargo correctly refunded 16 days of interest ( XXXX XXXX ) for the XXXX payment made on XX/XX/XXXX. 

Wells Fargo refuses to refund the {$1000.00} taken from the XXXX payment. 
XX/XX/XXXX - I paid WF mortgage {$2500.00} for XXXX XXXX payment XX/XX/XXXX - I paid WF mortgage {$2500.00} as an extra payment Interest of {$1000.00} was taken from this payment in error XX/XX/XXXX - Wells Fargo mortgage # XXXX funded by XX/XX/XXXXXX/XX/XXXX - Wells Fargo credited {$570.00} for 16 days of interest ( XXXX XXXX ) This was for payment due in XXXX which was paid XX/XX/XXXX Following are the interactions that have taken place along with the corresponding documents. 
1. XX/XX/XXXX - Called WF Mortgage to ask for updated mortgage statement a. Representative said she would email it, yet I received nothing 2. XX/XX/XXXX - I sent an email on WF Bank site requesting Mortgage payoff statement with no response 3. XX/XX/XXXX - I made an appointment at WF XXXX XXXX branch with XXXX XXXX XXXX XXXX was disconnected 5 times before someone from WF Mortgage confirmed verbally they would reimburse the {$1000.00} interest charged in error plus interest b. I was there for over an hour and left with nothing in writing 4. XX/XX/XXXX - I sent an email on WF Bank site again requesting how WF allocated the funds received from XXXX XXXX to pay off the mortgage 5. XX/XX/XXXX - XXXX XXXX, WF Mortgage C/S, directed me to XXXX XXXX 6.  XX/XX/XXXX - I responded to XXXX XXXX that I was referencing the interest taken from the payment covering XX/XX/XXXX, which has nothing to do with XXXX XXXX 7. XX/XX/XXXX - Response from XXXX XXXX basically saying nothing, telling me what I already knew 8. XX/XX/XXXX - I sent an email on WF Bank site to XXXX trying to outline what WF had done, showing that the interest withheld from the XX/XX/XXXX payment had never been accounted for 9. XX/XX/XXXX - XXXX XXXX, WF Mortgage C/S,  apologized for my frustration 10. XX/XX/XXXX - XXXX XXXX, WF Mortgage C/S, outlined the disbursement of the funds received from XXXX XXXX, however never addressed the interest from the XX/XX/XXXX payment 11. XX/XX/XXXX - I sent an email on WF Bank site to XXXX referencing the interest from the XX/XX/XXXX payment 12.  XX/XX/XXXX - XXXX apologized that they are not able to meet my expectations and will forward me to a Customer Care recovery team 13. XX/XX/XXXX - Again visited XXXX XXXX at WF XXXX XXXX branch to request help sorting this out since it appeared to me that not one WF Mortgage C/S rep bothered to read my emails or perhaps I was not clearly stating my request. XXXX was able to reach XXXX at WF Mortgage and forwarded my documents to her. XXXX stated she would review them and get back to me the next day. I also met XXXX XXXX, Asst VP of branch and told her I would keep her updated on my progress. 
XXXX4. XX/XX/XXXX - XXXX phoned me at home and we agreed that we needed to work from the same document. I stated I would rework my spreadsheet to match the columns on their " Customer Account Activity Statement '' and send it to her, XXXX and XXXX. 
15. XX/XX/XXXX - Received a phone call from a WF rep stating documents were being sent XX/XX/XXXX overnight 16. XX/XX/XXXX - I sent email to XXXX, XXXX XXXX XXXX outlining their " Customer Account Activity Statement '' showing how the interest from the XX/XX/XXXX payment was never reimbursed. 
17. XX/XX/XXXX - Received XX/XX/XXXX documents which made no mention of the interest in question. 
18. XX/XX/XXXX - I sent another email to XXXX, XXXX XXXX XXXX stating the XX/XX/XXXX documents were of no value 19. XX/XX/XXXX - XXXX XXXX, WF Rep, phoned to state she would look into this and get back to me by XX/XX/XXXX. I asked for her supervisors name and number, to which she replied it was XXXX XXXX at XXXX. 
20. XX/XX/XXXX - I phoned XXXX XXXX only to find out that it was a non-working number. 
21. XX/XX/XXXX - I phoned the WF number XXXX XXXX had called from and reached XXXX XXXX. XXXX informed me that the number XXXX gave me was a fax number. After some time she finally gave me a different number, XXXX to reach supervisor XXXX XXXX. 
22. XX/XX/XXXX - Received phone call from XXXX at Wells Fargo, who transferred me to XXXX, Executive Office Intake Specialist, who transferred me to XXXX XXXX, Case Specialist, who said XXXX XXXX at XXXX, ext XXXX, will be handling this and get back to me on or before XX/XX/XXXX. This call took over an hour and I was on hold most of that time. From a phone call they initiated I had to explain the complete situation to every single person, and I just kept getting transferred to a different department. Such a waste of time!

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