Consumer complaint received 2021-02-26
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX As of today, I am in receipt of the resolution from an ongoing and additional complaint that began in XXXX. On or about XX/XX/XXXX after receiving a call from XXXX XXXX, I had contacted the Wells Fargo Executive Office and spoke to XXXX and was given id # XXXX. The following are the details of the most recent inquiry that I made. 

In XXXX I spoke with XXXX XXXX XXXX XXXX XXXX, currently assigned as a point of contact by Wells Fargo. From XXXX of XXXX until XXXX ( and the beginning of XX/XX/XXXX ) payments were being made through the Wells Fargo Online payment system within the Wells Fargo website account access. 
**Note : My Wells Fargo mortgage account was delinquent since XXXX of XXXX due to investigated and identified fraud, so at the time of these payments the account was more than 60 days delinquent. ** During the time period of XXXX through XXXX of XXXX, I had made payments of approximately {$10000.00} using the Wells Fargo online system. In XXXX of XXXX, two of the online payments were returned, and I received letters dated XX/XX/XXXX and XX/XX/XXXX from Wells Fargo stating that because of the funds sent were less than the required payment amount the funds were returned. Also stated in the letters were that Wells Fargo was unable to apply partial payments. The Wells Fargo Online payment system will only allow a payment in the amount that is indicated in the Wells Fargo online system. See the image below from my Wells Fargo Account, 2nd image is what is available within the drop-down ) The Wells Fargo Online system does not allow me to type in a different amount whether it is higher or lower-only the amount shown can be paid. Again, during the time period up until XX/XX/XXXX, I had made payments using the Wells Fargo Online system, successfully and they were processed and posted to my account. In speaking with Mr XXXX in XX/XX/XXXX, explaining to him about the last two payments being returned and I wanted to know the reasoning. It was my understanding based on our conversation, that the correct amount was paid as he had the same amount {$770.00} indicated in his system. He did mention that he thought the Wells Fargo system needed the total past due amount-but because all of the other payments from XXXX until XXXX were accepted, he was confused as to why the two XXXX payments were returned. Mr. XXXX could not determine anything on his end or changes that would justify the reversal. He went on to say that I could make payments over the phone with him, which I did at a later date on or about XX/XX/XXXX. 

XX/XX/XXXX-Received a call from Mr. XXXX informed me that I had three options concerning my Wells Fargo Mortgage account. 1, Forbearance, 2. Re-apply for a loan modification ( have already been denied 4 times ) or 3. Pay in Full ( missed payments ) It appeared that I was being forced into forbearance as my understanding was one of those options had to be chosen. I inquired about the returned payments from XXXX, as I was under the impression that he was going to inquire and return my call with the information. He dismissed my follow-up. I completed two payments over the phone with Mr. XXXX, as he told me that was how I could make payments. The amount was {$1500.00}, confirmation XXXX-this payment was also returned/reversed. 

In speaking with XXXX from the Executive Office, all of this was explained to him and he stated that someone would be in contact once someone was assigned to handle the inquiry. On XX/XX/XXXX I received a call from XXXX XXXX, who was contacting me to review the inquiry. The information that she received was completely incorrect, so I explained this particular issue as well as the ongoing complaint from XXXX. Ms XXXX stated that she would have one of her more experienced case specialists handle this. From XX/XX/XXXX until XX/XX/XXXX and XX/XX/XXXX I have not received a phone call from the case specialist, just a letter with her results. From the letter dated XX/XX/XXXX, XXXX XXXX, Case Specialist stated that the payment was returned as it was not enough to bring the loan under 60 days or to satisfy the total amount due Both of which are incorrect, as I stated previously and to Ms. XXXX, and Mr. XXXX-payments were made from XX/XX/XXXX through XX/XX/XXXX-paying exactly the same amount as indicated in the Wells Fargo online system, the same amount was paid and processed and that amount paid from XX/XX/XXXX-XX/XX/XXXX would not have brought the account under 60 days nor would it have paid the total amount due. Those payments were not reversed, the payments did not begin to be returned until mid XXXX of XXXX. Mr. XXXX stated that I would be able to make payments over the phone and either he could process the payment or customer service. The payment made with Mr. XXXX was also reversed. 

On XX/XX/XXXX and XX/XX/XXXX I left several voice messages for both XXXX XXXX and XXXX XXXX with no return call to date. 
Prior I left several voice messages for XXXX XXXX as she had requested additional information concerning phone records and banking information concerning the XX/XX/XXXX payment. To date, I have not received a return call from Ms XXXX. 

Ms XXXX requested additional phone records per our conversation, as I was unclear how they were searching their system as I could have made calls from a number of phone numbers including the home phone number. Due to the pandemic it took several months, per XXXX because we have unlimited calling on the landline, XXXX is not able to provide the phone numbers of monthly class made. 

XXXX XXXX XXXXPer XXXX XXXX XXXX a fax was sent to confirm that a payment was made on XX/XX/XXXX, per XXXX XXXX XXXX they stated that the payment was made through the XXXX XXXX XXXX bill pay system. In speaking with XXXX XXXX XXXX concerning this transaction and attempting to obtain the details, XXXX XXXX XXXX stated that a payment made through bill pay the 1st time would have to be presented as an actual check. Then any other bill pay transactions after that initial would be electronic. ( I have never used the XXXX XXXX XXXX bill pay system ) I inquired if I had made any other bill payments through their system prior to the Wells Fargo payment and they said no, and they said that they could not determine if the Wells Fargo payment went out as a check. Furthermore XXXX XXXX XXXX stated that all documents had been destroyed. 
*Per the Truth in Lending Act & Truth in Savings Act, a bank is to retain banking information for 5 years. 

Wells Fargo has reviewed and recommended continued application for mortgage assistance with possible loan modification even though the circumstances have not changed and I have provided documentation of the fraud. We did not begin to recoup some of the money that was taken until about 6 months after the incident. Until that time, we were required to pay all the fines, fees, overdraft charges and in many cases the increased payments did not change. Many of the fees and charges we are still trying to recoup as XXXX XXXX XXXX required that the fraudulent account stay open and until the investigation was completed money was continually being taken as payroll could not be stopped for 30 days. 

Again, because of the mis-information or rather incorrect information concerning the latest inquiry that Wells Fargo provided they have prevented me from being able to make any further payments and I am incurring the expenses. 





Unresolved complaints : XXXX XXXX-Notified Wells Fargo of possible fraudulent activity with my checking account with XXXX XXXX XXXX, and had to stop all auto payments. 

**Per XXXX XXXX XXXX , the checking account that had the fraudulent activity, while under investigation had to stay open for funds to be returned, the account had a negative balance of @ approximately {$2000.00} as the auto payroll deposits took 30 days to stop. The investigation took up 8 months, as each transaction was an individual investigation, and the results by XXXX XXXX XXXX was that it was fraud. ( Wells Fargo did not request the investigation results until XX/XX/XXXX ) Continued expressed concerns, inquiry 1. Loan modification denial XX/XX/XXXX XXXX XXXX, Wells Fargo - Concluded that the account was properly handled, based on the information provided that we had the ability to make monthly payments. *the fraud investigation and conclusion was not taken into account as well as the hardship that it placed on us. 
See details of the previous complaint. 

XX/XX/XXXX Inquiry : Concerns/Complaint filed XXXX XXXX, Executive Resolution Specialist Wells Fargo 1. Compromised bank account caused missed payments Due to the confirmed fraud that depleted our checking account, it caused a domino effect of late fees, fines and increased payments due to increased percentage rates XX/XX/XXXX Requested bank statements, faxed to Wells Fargo XX/XX/XXXX WF Response : Were required by the Fair Credit Reporting Act to report all account information accurately Mis-information From Customer Service & Home Preservation XX/XX/XXXX WF Response- Unable to find notes and or phone calls in their system and or recordings for the dates that were provided. 
XX/XX/XXXX WF did not address the Partial Payment and or any payment that I was trying to make in a call that WF reviewed XX/XX/XXXX in which I was transferred numerous times but was not able to make a payment as stated in my previous phone call with customer service in XXXX. 
XX/XX/XXXX WR Response : In XX/XX/XXXX Wells Fargo was in the process of implementing a new phone recording playback portal and were unable to locate any calls for a period of time. XX/XX/XXXX, the recording system became available so that they could research calls. 
WR unable to locate call made on XX/XX/XXXX ( As I provided XXXX cell phone call log that gave evidence that I made a call on this date ) Wells Fargo was unable to locate the call or any notes WR stated that the call could have come in on an unrecorded line-Per my phone records it was the same number used for the other calls that Wells Fargo was able to find a recording. No evidence provided from Wells Fargo. 
Partial Payments : The customer service Rep XXXX, that I have notes I made the XX/XX/XXXX payment with over the phone, state that I could make partial payments ( unapplied funds ) until full payment was attained and then that full payment be released. -** I was not able to do this through either the online platform or through customer service, as when I called back WF did not know what I was referring to. 
WF-all responses up until the XX/XX/XXXX stated that Wells Fargo does not permit partial payments WF XX/XX/XXXX stated that funds that were received that did not equal a full payment would be deposited as unapplied funds, applied to fees, applied to principal or deposited into escrow. Prior responses were of the contrary and I was unable to make any payments until XXXX of XXXX. 
WF XX/XX/XXXX Payment Assistance : ( refer to fax that was sent to XXXX XXXX ) XXXX XXXX states that Wells Fargo on XX/XX/XXXX & XXXX XXXX, reviewed the account for payment assistance. Several conference calls were held with WF and what was offered was that I was to make a contribution between $ XXXX {$20000.00} and the remainder to be paid monthly Per WF that amount had to be paid back within one year in addition to the monthly mortgage payment. 
**Unfortunately the pandemic occurred a few days later and not knowing if my husband or myself would be working, the monthly payment was too high. 
WF Covid Forebearance- Stated that they provided COVID-19 forbearance. 
**During this time we paid approximately {$10000.00} between XXXX XXXX XXXX, Have been unable to continue to make payments due to Wells Fargo . 





XXXX XXXX, Executive Resolution Specialist Stated to refer to the previous response from XXXX XXXX Added Loan origination and validation **this was never a question or concern Foreclosure Action-would not remove foreclosure costs and fees, provided documentation of investigation and confirmed fraud. 
Payment assistance review- see attached fax that was sent to XXXX XXXX WF Payment-I made a payment on XX/XX/XXXX with a customer service rep XXXX in the amount of {$770.00}. Wells Fargo has no record of the call or any notes. 
Confirmed that the {$770.00} was recv through Wells Fargo third party ebox. ( unable to provide documentation as my records indicate payment made through customer service )

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