Consumer complaint received 2023-08-25
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
WFB STATED TODAY, BY XXXX AT XXXX XXXX. THAT THEY NO LONGER ACCEPT WRITTEN REQUEST FROM A CONSUMER TO FIX ERRORS THAT HAVE BEEN OUTLINED IN A LETTER TO THEM IN WRITING, THEY SAID IT HAS TO BE DONE ON THE PHONE AND HAS TO BE FROM XXXX XXXX, THE ACCOUNT HOLDER. 
I AM DEMANDING A WRITTEN DOCUMENT/AGREEMENT WHEREBY I HAVE SIGNED AND DATED AND IT HAS BEEN NOTORIZED THAT I HAVE AGREED TO AND THAT WFB HAS THE RIGHT TO TAKE MY ENTIRE MONTHLY PAYMENT AND APPLY IT TO INTEREST/FINANCE CHARGE ONLY IF I FAIL TO MAKE MY PAYMENT NO LATER THAT THE XXXX DAY OF EACH MONTH.THIS IS WHAT THEIR REPRESENTATIVES ARE SAYING TO ME. SHOW ME THE AGREEMENT, SEND ME A COPY WHERE THIS STATEMENT I JUST MADE CAN BE EXERCISED. 


Wells Fargo Bank NA, in this complaint this name will further be abbreviated as WFB. Here are a list of problems dated from XXXX XXXX XXXX to XX/XX/XXXX. Question is why so many problems? What was the cause of all these problems? Who is responsible for all these problems, and many have occurred before XX/XX/XXXX that WFB did not put into writing in their 42-page FedEx TO ME. 

There are problems from XX/XX/XXXX to present date that have accrued and have not even acknowledged or addresses or fixed? All these problems have been brought to WFBs attention and have been ignored! 

WFB, already has written authorization in writing from me XXXX XXXX dated XXXXXXXX  that gives my mother, XXXX XXXX, permission to speak on my behalf. 

We also have a receipt showing WFB did receive this authorization letter to speak with WFB about my loans. Of which the authorization letter gives XXXX XXXX, my mother, authorization to speak with WFB about my loans and she has spoken with WFB in the past and was allowed to do so. Now, suddenly they will not let her speak on my behalf. 

So, I work Monday through Friday from XXXX XXXX XXXX XXXX XXXX. This is when the WFB is open for business. If WFB tries to call me during these hours I am not going to be available to answer the phone. I have been clear to this fact. This is why I gave my retired mothers authorization on XXXXXXXX  to speak on my behalf. WFB, needs to read over the contract. It spells out very clearly the terms and conditions. And to add to this telephone tagging, they can put their words to me in writing and follow through with answering all my questions and addressing all my concerns about the errors posted on my loan. 

My XXXX XXXX XXXX reflects a 6.675 % interest rate, a 30-year term, with XXXX XXXX XXXX payment of {$770.00}, due on the XXXX day of each month and includes a 10-day grace period, written in my agreement. HOWEVER, I HAVE REQUEST MANY TIMES FOR A COPY OF THE REAL ESTATE NOTE which is completely ignored. 
SEND ME A FULL COPY OF THE NOTE AND A FULL COPY OF THE RECORDED MORTGAGE. 

If I make my monthly beyond the 10-day grace period there may be a late charge of {$38.00} applied. Does not say anything in my contract agreement about WFB being legally able to take the entire monthly payment and applying it all to the finance change is allowed. If my payment is made beyond the 20th, passed the 10 days or more, all they are legally entitled to is to receive the {$38.00} late fee, nothing else!! 
Furthermore ; I have tested the waters and found it really makes no difference what day I pay the full payment amount, you will still apply the total payment toward interest/finance charge only, at your discretion. I have even made my payment before the XXXX and you still apply to interest/finance charge only. 

WFB, is in breach of contract and they have been made award of all these facts. But WFB continue to do the same type of errors with no approach whatsoever to correct the problems and/or advising their employees to process payments properly. This is intentional and making this a case of fraud and theft! 

I have requested in a letter to WFB and by phone, to send me a copy if the real estate note outlining this loan contract. If a real estate note is not required with this type of Equity Line Loan, then WFB needs to send me a signed letter stating this fact.

Agreement WFB has ignored my request. The request was mailed out to them in writing on XXXX XXXX XXXX So, they wasted paper, ink cost, and most importantly my time by FedXing to me 42 pages of junk. 

I am enclosing a list of dates and times WFB has attempted to contact me in the most resent days along with XXXX and XXXX XXXX attempts to respond back to WFB.

WFB, said in that letter in writing to me that they have made numerous attempts to contact me and have had no success doing so. Well, I have made numerous attempts to return their calls only get an answering machine. So what is their valid reason for not leaving me a message stating the reason for their call or sending it to me thier reason in writing? 
LIST OF PHONE CALLS WITH NO SUCCESS XXXX I received a message by phone from XXXX, Friday, XX/XX/XXXX at XXXX pm. She left a message for me to return her call. 

On XX/XX/XXXX, at XXXX XXXX, my mom XXXX XXXX, aka : XXXX XXXX, called XXXX back. XXXX would not speak with my mom even though WFB has written permission from me allowing this and WFB has talked to my mom about my loans ( first and second mortgage ) in the past. 

I, XXXX XXXX, called at XXXX XXXX XXXX XXXX XXXX, got XXXX voice mail and had to leave a message. I said in the message I left for XXXX, You refused to speak with my mom, XXXX XXXX, and she has written permission to speak on my behalf. You most likely will not get me on my phone so best for you to put your message to me in writing and mail it to me. 

XXXX called me again at XXXX XXXX  on Monday, XX/XX/XXXX, left a message for me to call her. 

I called XXXX at XXXX XXXX  XX/XX/XXXX and had to leave a message on her voice mail. I requested that she send me a letter with her message to me in writing. 

XXXX XXXX called me XX/XX/XXXX, Friday at XXXX XXXX, left a message for me to call her back. 

I called XXXX XXXX on XX/XX/XXXX. XXXX, Monday morning and my call went straight to her voice mail and her recorded message said that she is out of town. I left her a message for her to try again or to mail a letter. Also, voice mail said office hours are Monday through Friday XXXX to XXXX XXXX. So, you call me 30 minutes before you plan to leave on Friday? Then you leave town? 

XXXX XXXX called me Friday, XX/XX/XXXX at XXXX XXXX, left me a message to call her. 

XX/XX/XXXX, I received a FedEx package from Wells Fargo Bank at XXXX XXXX. Enclosed in that package were 40-pages of which there was nothing included in it that I have previously requested in writing to XXXX many times. Still I am being ignored as to my request to WFB outlined in writing as of XX/XX/XXXX. 


XXXX XXXX

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