Consumer complaint received 2018-01-02
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My complaint is based on the poor customer service of Wells Fargo representatives and the lack of empathy they have for clients who are ill, or have suffered an unplanned financial burden. They make it difficult to solve a relatively easy problem, nor work to amicably come to a solution. I truly feel they treat customers of XXXX poorly, and prefer they go into foreclosure. Most alarming and upsetting is their treatment of clients, and how I was spoken to the Executive Office employees, who I assumed would help fix the problem. They made it worse, with a condescending tone and treated me as if I was a child. I will not be reprimanded in my attempt to pay a bill, nor is it professional for a customer to feel like they have no solution after speaking to the those in higher positions. 
The last person in The executive Office I spoke to, I felt as if she was taunting me as she clearly told me I would not get my way to resolve my past due balance. Voice recordings I am sure are available. 

In short, I had a scheduled XXXX XXXX and was out of work for 2 months in the XXXX 2017.  Upon my return to work, I suffered a complication that resulted in me returning to the hospital and out of work longer than I previously expected. In addition, and unfortunately, I fell victim to fraud when someone hacked my bank account. This caused me to fall behind, and began my issues with bills and mortgage, and returned payments. In addition to that I had issues with IRS that I had to deal with. 

In the efforts to get caught up with my bills, the Wells Fargo Executive office decided I could not use my back account to make payments which totaled 1 month - and a half and refused to allow me to use the credit of {$420.00} towards my balance, not offering a reason, but just stating THEY ( Executive Office ) decided they will NOT let me use the funds and placed it in my principle instead. I emphasized I had a statement and letter stating I could apply the credit as I wanted, they still told me they WONT let me. Despite my mortgage statement for the month I was granted the credit stated I owed {$2700.00}, instead of {$3100.00} ( approximate amounts ). This was a credit that as the client should have allowed it to use towards my mortgage as they originally stated. 

My biggest issue is it made no sense that I could not use it towards my past due balance, especially since I was going through financial issues, and had a past due balance. Nonetheless, several calls to Executive office to allow me to use the credit and grant me the access to pay past due balance using my bank account went unsuccessful. I felt their reaction was punitive and callous, especially after alerting the representatives about my medical condition, and the bad weather and snow storm, I was not able to walk since my XXXX XXXX and still under medical care, there was no empathy or compassion. Nor did they tell me how I should make the payment, other than get to the Wells fargo bank. This meant I would have to travel to my Bank which is XXXX and is not a local bank, then travel to a Wells Fargo Bank with no regard again to my plight. I clearly feel the way I was treated they prefer customers go into foreclosure than rectify our problems. noted. Nonetheless, I had a horrible holiday, felt like I was having a nervous breakdown because I could not get to a bank to make payment after my funds were siting in the bank. They put a clock on my account on XX/XX/XXXX, but they took a payment on XX/XX/XXXX ... and then re- blocked my account. 
Nonetheless, today I made all back payments due to a kind neighbor who I had to involve in my business. Now I owe XX/XX/XXXX and have to figure out with a lot of XXXX, how to get the payment in again while it sits in my bank account. I do not want to ask my neighbor to help me again. it is embarrassing. This is unacceptable, and I feel I deserve an apology. I would like help getting another mortgage company that treats their customers with respect. 

I regret getting a mortgage with Wells Fargo. 

Please help

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