Consumer complaint received 2019-06-19
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have a mortgage through Wells Fargo. I purchased my home in XXXX with my ex-wife. For the past 14 years, I have made every monthly payment, and on time. I had an auto-payment plan set up that Wells Fargo used to withdraw my monthly note from my checking account so I didn't have to bother remembering to pay on time. 

In XXXX I got divorced, and our home was awarded to me by the divorce court. I continued making payments as always. My credit score remained high, above XXXX. Unfortunately, due to the financial strain of divorce, and the outstanding debt that I had at the time, I was unable to be approved for an assumption on the loan to take my ex-wife 's name off of the account. Wells Fargo told me at the time that it didn't matter since I received ownership of my home during my divorce. So, I went about my life and continued to meet my financial responsibilities as always. 

Fast forward to XXXX of last year ( XXXX ). My ex-wife, unbeknownst to me, filed for bankruptcy. This caused a chain reaction that slammed my credit score, dropping it from the low XXXX to the high XXXX. The reason for this is because once Wells Fargo received notification of the bankruptcy filing by my ex-wife, they immediately stopped the auto-payment that I had set up for 14 years, and FAILED to notify me. I received NO information from them, either by phone, email or regular mail. 

I own a full-time professional XXXX business, and to be honest, I keep an average of {$35000.00} in my business checking account, which was the account I was using to pay my mortgage. I have to pay many bills each month, so the {$890.00} or so auto payment I was making to Wells Fargo didn't get missed when it was stopped without my knowledge or approval! 

In XXXX, I received a shocking warning from XXXX XXXX that my credit score had plummeted. It was then that I discovered that my ex-wife filed for bankruptcy, my auto-payments had been halted without my knowledge or permission, and I was then past due on my mortgage payments by XXXX months! 

I immediately made payment by phone to catch up on the outstanding debt, but the damage to my credit score had been done. Wells Fargo has told me that there's nothing that can be done about the fact that this 90-day past due notice on my credit report is still listed. They can not update it to show the account is in good standing due to some kind of rule with my ex-wife 's bankruptcy filing. 

I desperately need your help in getting this matter resolved so that my credit score can be updated to where it should be, in the XXXX! If you look at my credit history, you will see that after all the years that I've had credit, after all of the accounts that I've had ( loans, credit cards, mortgages ), other than this one incident, I've only missed ( by accident ) XXXX payment on a credit card a couple of years ago. I've since set up an auto-payment on that account to ensure that never happens again. 

As much as I would like to file for an assumption of the loan on my home right now, I can not due to the fact that my credit score is so low - thanks to Wells Fargo not updating the account in my credit report. Again, prior to this incident, my credit score was averaging XXXX or more, and that's where it should be now. 

I am literally stuck between a rock and a hard place at the moment, and until this gets resolved, it will only continue to further hurt me financially. I realize it's technically my fault that the loan wasn't paid on for XXXX months, but I never expected Wells Fargo to suddenly, and without warning, end the auto-payment service that I had been using for more than 14 years without fail. I counted on them to do what they promised me. 

Please let me know what you can do to assist me. I am desperate, as I know how extremely important good credit is to our lives, especially for a business owner. 

Thank you. 

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 non-monetary relief