Consumer complaint received 2021-03-26
Company: WELLS FARGO & COMPANY
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
This issue is with Wells Fargo, a mortgage loan. Wells Fargo was supposed to begin an auto withdraw of my mortgage payment on XX/XX/XXXX, for the XX/XX/XXXX, mortgage payment. This mortgage was originated on XX/XX/XXXX, and transferred to Wells Fargo at some point after that. I received notification of this transfer on XX/XX/XXXX. The monthly mortgage payment is {$2000.00}. 

I set up auto payments soon after my mortgage was transferred to Wells Fargo, but apparently those didn't start or my changes were not uploaded. Wells Fargo could have contacted me as soon as there was a payment that was late, but instead did not make contact until the payment was more than 30 days late and Wells Fargo had already reported a 30 day late notice to 2 of the credit bureaus, XXXX and XXXX, damaging my credit for many years to come and now by 67 and 120 points respectively. Wells Fargo could have mailed me a notice on XX/XX/XXXX, or made a call any time after XX/XX/XXXX that they showed a delinquency, but instead made no attempt to notify me. It seems apparent Wells Fargo is more interested in hurting its ' customers to report negative information. I should also point out that this type of reporting is very odd on 2 points ; 1, generally mortgage holders do not report negative information in the first few months they service a mortgage for exactly situations such as this where there is confusion about where or when payments are to be made, or in my case a flaw in Wells Fargo system that did not upload my auto payment arrangement. And 2, there is a standard in the mortgage industry that mortgage companies and servicers do not report a delinquency until payments are more than 60 days late, where in this situation the mortgage payment showed barely 30 days late. 

The first I noticed an issue with Wells Fargo was when my statement had a late fee, which led me to notice the balance due on that statement was for 2 payments. I promptly called Wells Fargo to find out what the problem was and I felt that the situation was rectified with a very helpful employee. Also the person was gracious enough to waive the {$76.00} late fee, understanding that the mistake was not mind. Shortly thereafter, though, I had notice from credit monitoring services that something severe was happening to my credit report and subsequently realized what Wells Fargo had done to me. My messages online with Wells Fargo since then have had little success or response. My first message was apparently not even read as the response was about the late fee ( which had already been removed and had not been addressed in the email I sent that was being " responded '' to ). I subsequently replied to that message pointing out that my concern was not addressed and the reply indicated it is impossible for Wells Fargo to make an error. In a large company that is obviously untrue and unreasonable. I replied with a more specific message, to which I've received no reply. I did offer a possible speculation of what could have happened ; I have a credit card with Wells Fargo that is link to the same website and I think it is possible when I set up the auto payment in XXXX I may have been redirected to the wrong account. The website platform is very temperamental and that is only a suggested possibility which may explain what could have happened and why my auto payment was not set up and address the attitude that it is impossible that Wells Fargo made a mistake. 

My most recent response from Wells Fargo had a phrase saying " our outreach team attempting to contact you by phone and through the online portal. '' However, this is entirely untrue. Such messages, for one, would still show on the online messages on the Wells Fargo site. Also, I would have message or missed calls of any attempted phone calls Wells Fargo made to me, and there are none after XX/XX/XXXX, or at any time. 

I am very anxious about this matter and have become XXXX XXXX over these events. I feel victimized and would ask simply that Wells Fargo help me. I am facing many years of credit issues over the report that Wells Fargo made, a report that is uncommon and in error, in my view, because I had set up auto pay for my mortgage payments. In addition, Wells Fargo could have called or emailed, and should have made every attempt to call me after XX/XX/XXXX, to make me aware that they had not received a payment, before taking such egregious action. That was not done and they can provide no proof of making any such effort. Wells Fargo can contact XXXX and XXXX and change the reporting to erase the 30 day late report.

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