Consumer complaint received 2017-03-09
Company: WELLS FARGO & COMPANY
State: NV
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
Wells Fargo Bank failed to answer our questions in previous complaints and raised additional questions due to their response. We request that Wells Fargo Bank answers our questions in detail and provide documentation if requested. 
On XX/XX/XXXX, Wells Fargo responded to a complaint filed with the CFPB. Wells Fargo stated, " The information you are requesting is beyond the 7 year statute of limitations requirement for record retention. As a result, our records for this account are limited and do not have any of the information you are requesting ''. Now, which statue is Wells Fargo Bank referring too? Is this 7 year statue in fact an internal policy? Does Wells Fargo have what is known as digital archives which save all information electronically as many other companies have??? Wells Fargo also stated ; " I can confirm we did not attempt to foreclose on your current mortgage or previous mortgage ''. Wells Fargo just stated that Wells Fargo does not have any of the information that we are requesting! So, how does Wells Fargo Bank know if Wells Fargo did not participate in our foreclosure proceedings in XXXX-XXXX if you do n't have records to substantiate your claim??? Wells Fargo Bank further stated, " Please be advised that when you write to us, it is our standard process to contact you to understand your concerns better so that we can provide you with the best customer service possible ''. Now, the correspondences are through the CFPB which means that you need to address the concerns through the CFPB. Furthermore, we are on a do not call list as you were notified by phone. We do not want Wells Fargo Bank to call us regarding this issue and since Wells Fargo attempted to call us, Wells Fargo Bank violated federal law, THE FTC DO NOT CALL LIST! Wells Fargo Bank policies do not supersede federal or state laws! With this being said, why is Wells Fargo still trying to contact us during disputes? Wells Fargo also stated : " in the enclosed response dated XX/XX/XXXX, we confirmed that we were not the investor of your current account and do not have a direct role in servicing your current account ''. Now, the facts are ; Wells Fargo stated in a letter dated XX/XX/XXXX that Wells Fargo was the investor and provide documentation. With this being said, Wells Fargo Bank 's own submission stated that they are the investor of our loan in XXXX which means that Wells Fargo Bank failed to update their records to reflect that the previous loan that Wells Fargo Bank owned was in fact paid in full on XX/XX/XXXX, per your own submission! This means that Wells Fargo believed that they still owned our note during our foreclosure process in XXXX-XXXX and may have participated with the foreclosure process. Wells Fargo Bank also stated ; " in this case, we are forwarding a copy of the complaint to the servicer XXXX who is responsible for all loan level communications, activities and decisions ''. Now, the issue is, this loan with Wells Fargo Bank was prior to XXXX and was paid in full prior to XXXX. These issues do not concern XXXX and Wells Fargo Bank may have violated our rights by have a third party be involved when the loan was with Wells Fargo Bank! Furthermore, Wells Fargo Bank stated, " based on our research, we 've determined your account was handled appropriately and no adjustments are needed ''. This statement is false when Wells Fargo Bank records still reflected in XXXX that Wells Fargo Bank was still the investor of our loan! So, can Wells Fargo Bank respond to this statement??? We are still requesting to know if XXXX or XXXX paid our mortgage payments to Wells Fargo Bank going all the way back to XXXX. If so, please provide dates and amounts when payments were made. Please provide a loan schedule to confirm dates and

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