Consumer complaint received 2019-10-22
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was working to try and bring my mortgage payment current. I was working out of town and had a check returned to wellsfargo because XXXX took money they were not authorized to take. I called wells fargo XX/XX/XXXX explained the problem stated i would be making a pmt that day. A payment XX/XX/XXXX and i would have to make two payments in XXXX. I made a payment XX/XX/XXXX. XX/XX/XXXX i was contacted by the forclosure assistance program. I contacted wells fargo who told me i was current on my loan and that there were no notes or anything on my account that it had even been reviewed for forclosure. That all i owed was XXXX payment and if i payed by the XXXX it wouldnt even be late. I have had problems with wells fargo giving me incorrect info in the past. I went down to a wellsfargo branch and the advised me to contact the mortgage dept in the morning. I called the morning or XX/XX/XXXX and spoke to XXXX for 34 minutes. At that time he told me numerous times i was in good standing and that there were no notes on my account that it had even been looked at for review for forclosure. He also looked up the forclosure assistance program and told me that it was a real program that there was however no need for me to contact them that wellsfargo had not contacted them. That i could reach out to them if i chose because it was a legitmate program if i chose but there was no reason to i was in good standing. I did choose to reach out to the program. I did reach out and was contacted by XXXX XXXX from that program and was adcises that XXXX XXXX was the point of contact at wells fargo and her number was XXXX and her email was XXXX. i contacted her and left a message XX/XX/XXXX and XXXX. I spoke to XXXX at wells fargo who told me i was current and in good standing. I contacted XXXX  at XXXX XXXX XX/XX/XXXX. Explained to her that i was infact current. She sent out an email to request the lender agree to a cancelation as i was now current. On XX/XX/XXXX and then again on i believe the XXXX. I called wellsfargo and XXXX XXXX on that day received a vm. Left a message. I called the mortgage dept at wells fargo whi once again told me my loan was current and there were NO NOTES. I told her i find that odd because i was told that this program was contacted by XXXX XXXX from wellsfargo and thats how this process was started. She dug around and said she did see that there was notes to refer me to her ( XXXX XXXX ) with any questions and i was then transferred to her vm yet again. I went down XX/XX/XXXX ( today ) and saw a wells fargo rep at the XXXX XXXX XXXX branch of wells fargo in XXXX or. He then called the home mortgage dept and was told the same thing that i am current on my loan and there are no notes there i was given the phone and spoke to a female. She proceeded to tell me all of these things again and i told her she was incorrect and thats why i hate dealing with their mortgage dept. I gave her XXXX XXXX name and phone number and email she looked up those things and transferred me to someone in the forclosure dept i didnot catch his name and he kept putting me on hold and going and speaking with someone and coming back and speaking to me but could not fully answer my questions because they had none of that information there. He then tried telling me that i was in good standing and that i needed to contact the program to cancel. I then asked to speak to a supervisor. They gave me XXXX XXXX. He advised me he couldnt help me that i had to contact that program to get it canceled and gave me thecase mediation number to the forclosure assistance program. I explained that we had been reaching out to wella fargo together. They have already sent multiple emails to wells fargo asing if they would agree to cancel as i was current. He advised me that the contact email that we had was not for XXXX XXXX that it was a general delivery mailbox and i was told the direct line i had for her was not her direct number even though the vm states her name. They would not give me her email. XXXX XXXX said that they had no information he could help me with other than what he had given me and was going to transfer me to the executive offices. I spoke to XXXX who said she would have someone from the executive complaint department get in touch with me within 3 business days and i explained to her that by then i would have already paid my fee to the forclosure avoidance program and still have gotten nowhere. That if my point of contact was XXXX why have i been unable to reach her. Still have no resolution. This is just the most recent dealings i have had with wellsfargo. A year ago i fell behind and agreed to a repayment program. There was some confusion with my account number. I called a couple of days before the payment was due and said that it had not come out of my avcount and i was concerned. I was advised to wait until tues as monday was a holiday. I explained that then it would be too late and i would be in default. She said she would put notes on the account so that that would not happen. Tuesday i found out the payment was returned for incomplete account number. I corrected the error and was informed two weeks later that i was in default for the repayment plan and that i could either just still stick to the plan or i could re start the entire process over. I stuck to the original agreement. It seems that i am not given correct information whenever i call. I am current on my loan all i owe is late fees. I do not have to pay another payment until XX/XX/2018.

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