Consumer complaint received 2019-03-15
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am in the XXXX XXXX industry. I understand exactly banks work and how payments are to work. I have been trying to pay down my mortgage with Wells Fargo. They have continued to make mistakes on how the payments are to apply. They then transfer me from department to department. Because of this, I have been charge more interest on the loan amount then what I should have been. 
I have been paying the mortgage via online banking. It in XX/XX/2018. Instead of paying the additional funds as part of my check, they kept the remaining balance after paying the payment in a non bearing interest account. Never notified me. My check was cashed therefore I would not know they did this. THen I received my statement for XXXX, where showed funds had not been applied. I then contacted them, THe customerservice who is not trained ( big part of the problem at Wells Fargo advised me that he will fix the problem. I explain to him not only does have to get the funds to pay additional on the principal, but needs to get the loan recalculated because I was over charge on the principal balance. I get my next statement. Now the XXXX statement comes,. Not only did they reverse the payments and take the entire payment including the regular payment which includes interest and escrow, they applied 100 % to the principal. ANd they went charge me a late of {$76.00} I was told this was escalated to the executive branch. What does that mean. Instead waiting for them to send me a corrective statement for XXXX, I send in my payment this time hard copy. No more online because are trying to force me into opening up a bank account with them. Not going to do that. So I use their payment stub at the bottom of their mortgage statement. I break down the payment. Out of check, the first line is for the regular payment. The next line is for additional principal payment. Their payment stub. I now get a new statement and it says my next payment is due XXXX. I just paid the XXXX. Of course that is wrong. It should be XXXX. I look at the statement. Instead of following what was clearly broken, tinstead of paying the regular payment and applying the rest towards the principal. They take funds my check and apply towards XXXX and XXXX. Therefore reducing amount I wanted towards principal. I get on the phone again. Speak to a woman names aXXXX who told me she was a supervisor out of California. I go explain to her ( this after the customer service person had no idea what I was speaking about ), and she starts with reading me notes from the past. Nothing to due with the current issue. I now demand that she correct this payment. TO send me a new payment for XXXX with the proper credit on interest. This has to stop. And she to try to get me to open up an account at Wells which would make easier for me to make my payments. You need to get involved. How more consumers who do not even have my education or back ground has to continue going through these issueswith Wells. It is obvious their tactics are to use any means to open up new accounts. I want to hear back on this. This will stop.

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