Consumer complaint received 2018-08-03
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I recently enrolled in Wells Fargo Home Mortgage auto-pay program which allows partial payments to be withdrawn from your Bank account every 2 weeks. I'm XXXX and on a fixed income, I thought the program would work for me being that the representative had assured me that my payments would be taken out on the XXXX & XXXX of the month when I get my XXXX on the XXXX and to make sure that I had the remaining funds in my account by the XXXX of the month so that I don't assess late fees. On XX/XX/18 Wells Fargo Home Mortgage drafted my auto-pay account in the amount of {$360.00} which caused my XXXX XXXX   Account to be overdrawn only because they took money I didn't have as we'll as breaching the agreement we had setup with automatic drafts on the XXXX & the XXXX of the month. After contacting Wells Fargo to complain about the auto-pay draft being returned for insufficient funds because they should not have drafted my account so early, not only did they draft {$360.00} on XX/XX/18 they did again on XX/XX/18 for {$360.00}. I thought great we are back on the same page with y auto-pay drafts. By the end of XX/XX/XXXX I received correspondence from Wells Fargo that my escrow account was short and that the money from XX/XX/XXXX had been put in unapplied funds and please make a payment on my Mortgage. Not understanding what had happened I contacted Wells Fargo the following week and not feeling like their reps in the mortgage lending dept. was helpful, I filed a complaint with Wells Fargo Executives Office Customer Care Recovery Group. Before I could even think that Wells Fargo was there to help me the Consumer, I came home from XXXX XXXX on XX/XX/18 only to have a vehicle parked in front of my home and by the time I pulled into my driveway a white female pulled in my driveway and when I approached her she stated that Wells Fargo had sent her to my home to verify occupancy and if I was the person they were looking for who resides here. Being hysterical of losing my home to Wells Fargo once again I contacted the rep who was assigned to my pending complaint only to be assured once again that nothing was going to happened and that she was going to stop all late fees on my account as well as stop the credit reporting on my mortgage. By the weekend I was sent a certified letter from Wells Fargo stating that my home was in default which literally brought me to tears. Once again I had to wait until over the weekend before I could speak to someone at Wells Fargo, and once I did speak to the rep she suggested that I make a partial payment to stop the activity and not only have I made a total of {$3600.00} in payments which would be from XX/XX/18 - XX/XX/18 with ( 2 ) different reps which had been assigned to my complaint since XX/XX/XXXX have both not only closed my complaint, but the department has since sent me a letter stating that I'm still behind on my payments and the money I've been paying is still going to unapplied funds accounts and I'm just a month behind every month from going into default, so I pray that we can find a speedy resolution for a XXXX person victimized by their lender even after telling the company that I was in a motor vehicle accident last year and didn't appreciate that they would stress me out like this in my time of need while I'm going through therapy and now getting ready to have XXXX in the coming months only reminded me of 2 years ago when I needed Wells Fargo and they did the same thing let me down when all I want to do is stay in my home and deal with my upcoming procedure.

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