Consumer complaint received 2018-12-05
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Originally in XX/XX/XXXX my mortgage was paid by two banks : XXXX and XXXX XXXX XXXX  XXXX. However, the XXXX payments ( two of {$410.00} ) were never applied to the account. I have been trying to call and resolve this matter with Wells Fargo Home Mortgage since XX/XX/XXXXr but to no avail. I never get the same person. When I try to use an extension or an email was given to me, I don't get a response, get a voicemail, and never get a callback. 

Finally last month, they figured out that the cash department had not received the payments I had made from XXXX bank. You looked into the matter and told me you found the payments had been applied to the home projects account I had opened. You said this money would be moved and applied to my mortgage. 

Instead, however, I received a check in the mail cut for XXXX because they had to move the money that way because of tax ID purposes. However, when using that money to pay my mortgage, I was still charged a late fee. Therefore, I need to be credited a late fee from XX/XX/XXXX for XXXX and XX/XX/XXXX for XXXX to make up for the clerical errors on Wells Fargo 's part. 

Similarly, this has now created ANOTHER issue with the home mortgage project account, as it is not showing an outstanding balance for the amount the check was cut for. I am not sure why this is ; I was told the cash department applied my payments to that account, NOT my mortgage. Therefore, where is the cash that I had sent that was said would be applied? 

I am growing increasingly concerned, as this was supposed to be rectified. Instead, there is now another XXXX discrepancy, and multiple late fees involved. It is showing me I owe on that home project account now, one that has been at XXXX balance for over two years. I want to get that to XXXX   and close that account. 

This whole manner is very disconcerting and the amount of time/red tape involved in trying to get this handled. I got a letter from Wells Fargo company stating it had been taken care of and they were checking credit bureaus to make sure it had not been reported ; I felt relieved that everything was being dealt with. Then I got the check in the mail just before the holiday weekend, and it all started again. 

Since then, I have tried calling a whole team of people, and no one will return my calls or emails. 
XXXX XXXX - XXXX XXXX XXXX - Team Lead XXXX XXXX XXXX XXXX XXXX - apparently out of the office until XX/XX/XXXX I have also reached out to Wells Fargo on XXXX, as well as XXXX XXXX XXXX, XXXX XXXX XXXX   XXXX  of Community Banking and Lending. We live in Ohio, and despite the fact you own our mortgage, there is not a branch office in a reasonable distance we can walk into. 

The only payment I have missed is the current one because the account is saying there was unapplied funds. I have tried calling to talk about what this means and where they came from before more of my money gets misallocated.

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 monetary relief