Consumer complaint received 2018-02-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I have been dealing with Wells Fargo for a number of months now and my concerns have escalated to the point of retaining counsel concerning two separate problems : Problem 1 : The most immediate deals with a 30 day late mark which occurred while we were disputing what was used on the account. The representative informed that I was missing a HELOC payment from XX/XX/XXXX. While XXXX XXXX XXXX XXXX, allegedly from the Wells Fargo Executive Offices, was on the phone with me on XX/XX/18, she manufactured a story that the reason she could not just offer a courtesy discount was because of CFPB regulations. In a nutshell, the gravamen of my concern has now evolved into a matter of a lack of blatant ethics on the part of Wells Fargo. At one point in frustration, I asked that even if all of my concerns turned out to be baseless, which they are not, could she just do a onetime courtesy removal. She said she could not because of the CFPB. I informed her that the statutory framework and common sense indicates that the decision was up to Wells Fargo and the credit agencies and that I would check with CFPB. I did so and my story was confirmed ( see enclosed e mail to her, Exhibit A ). 
Quite aside from this there is the question of the witnessed conversation I had with Wells Fargo regarding the dispute and that reporting shouldnt ensue during the dispute process. Although XXXX XXXX listened in on one conversation the attached letter to her documents a number of conversations with Wells Fargo and 2 out of the 4 she found happened after my complaint to the Executive Offices. Finally, there is the poor PR aspect of this case, since at or about the time of the problem my family and I were stuck in XXXX Florida for 3 weeks and Wells Fargo would not take the mitigating factors dealing with Hurricane Irma into account. I have rese4rached this and they do not have to be compassionate in so agreeing since my primary property securing the HELOC is in XXXX XXXX not the Florida XXXX, where we have our primary family home. 

Problem 2 : As a follow-up on a problem from over a year ago, I was negotiating with Wells Fargo for a more global settlement on y then multiple accounts with them, perhaps to include a modification on the HELOC and was informed by the negotiator ( named XXXX, or close to that spelling ; in Arizona ) that she was authorized to conduct a global settlement in the {$13000.00} range, and have records showing the issuance of a Cashier 's check as instructed. All of the accounts cleared up as promised but the home equity account. I was marked seriously delinquent on the Wells Fargo account for months and my credit score seriously affected. ( Documentation and sworn statement enclosed in Exhibit B ). I should have known better without a written contract to that effect, but I was pushed to settle for an alleged global settlement with strict time contraints under the threat of litigation from the major bank.

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