Consumer complaint received 2020-07-24
Company: WELLS FARGO & COMPANY
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Two of the four mortgages I currently have are managed by Wells Fargo Home Mortgage ( WFHM ). WFHM put both mortgages I have with WFHM into their " COVID-19 Payment Relief '' plan without any discussion or approval from me whatsoever. I actually found out about WFMH doing this two months after the fact. Fortunately payments for the two mortgages were set up differently because one was from a XXXX home purchase when I was stationed in XXXX XXXX, XXXX, and the later, larger mortgage in XXXX for the home in XXXX XXXX XXXX XXXX, for my tour at XXXX XXXX  XXXXXXXX XXXX The XXXX  monthly mortgage payment has been made via auto-bill-pay from my primary bank, XXXX XXXX XXXX. The XXXX  monthly mortgage payment has been paid via WFHM auto-draw, where WFHM must auto-draw the payment in the middle of the month, every month. Both WFHM mortgage statements reflected NO PAYMENTS being made to either account ; however, my primary bank account statements from XXXX showed the auto-payments sent to WFHM every month for the XXXX  WFHM. Yet the XXXX  WFHM mortgage statements reflected missed payments for XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX. Both my XXXX   account and XXXX  WFHM mortgage statements showed that WFHM did not auto-draft the monthly mortgage payments for the XXXX WFHM. 

Again, I did not contact, request, or elect any form of COVID-19 Payment Relief whatsoever. WFHM unilaterally stopped the auto-draw for the XXXX WFHM, causing the account to be delinquent and past due. 

When I realized this I immediately put the XXXX WFHM on auto-pay via my XXXX XXXX  account thus ensuring a payment of {$1900.00} was made the first week of XX/XX/XXXX. Even still, the WFHM XX/XX/XXXX mortgage statement for both mortgages reflects no payments being made. After multiple phone calls and emails with WFHM representatives ( XXXX XX/XX/XXXX, XXXX XX/XX/XXXX,XX/XX/XXXX XX/XX/XXXX ) and receiving phone calls from the WFHM Executive Office, I ultimately confronted WFHM via email with the fact they violated my consumer rights. I informed WFHM I have been more than reasonable in trying to assist them in resolving their error and their antics are causing damages in the form of inhibiting the purchase of the home I am currently under contract to purchase due to WFHM inaccurate and incorrect mortgage statement reporting. I asked WFHM to provide a report, statement, or letter that stated the payments on the XXXX and XXXX  WFHM accounts were either made or stopped in error on the part of WFHM and WFHM is working to correct the problem and while WFHM performs these actions in fulfilling their duties and  obligations to correct their errors, no negative interpretations or determinations regarding my credit worthiness should be made while WFHM works to resolve these issues. 

WFHM refused to support my request. I therefore advised WFHM since WFHM created the problem, WFHM needed to fix it, otherwise, I would file suit and see them in court. Examples of feasible fixes discussed were, based on a WFHM representative had explained to me : WFHM could move the payments that WFHM did not auto-draft to the back of the loan, making the loan a 30 year, and 3 month loan, vs just a 30 year loan. To support that effort, I provided the last two copies of my military Leave and Earnings Statement ( LES ), but I refused to fill out and submit the request for assistance that the WFHM representative said was required. The basis of my refusal being on the grounds that I never requested any assistance whatsoever ; I was not going to commit fraud due to WFHMs error or fraudulent actions. Currently, WFHM has removed the XXXX   mortgage from the COVID-19 Payment Relief Plan, and it looks as if I am 90 days past due for the XXXX, XXXX, and XX/XX/XXXX payments for the XXXX  WFHM. I can easily make the payments and bring the account current, but the XXXX XXXX Loan Processing Officer for the loan I am currently waiting to be approved for the purchase of my familys new residence in XXXX, XXXX in support of my orders to XXXX XXXX  XXXXXXXX XXXX has recommended I do not do that until we receive 100 % firm guidance from XXXX XXXX Underwriting that is the course of action they want taken. Otherwise, the XXXX XXXX Loan Processing Officer is concerned Underwriting might not approve the loan based on all the funds moving around at the last minute in attempts to hide something and create confusion. 

Bottom line, WFHM is coercing or even forcing some of their mortgage customers to have to call WFHM to figure out what is going on. I am sure WFHM is using these internally driven, self-inflicted increases in customer needs as demonstrated by their customer call volume to justify the subsidization to XXXX XXXX or XXXX XXXX, whoever is subsidizing WFHM for WFHM 's increased financial risk and mortgage management needs of their customers as a result of COVID-19.

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