Consumer complaint received 2015-07-25
Company: WELLS FARGO & COMPANY
State: MI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This relates to and is follow-up to a previous complaint issued with the CFPB. On XXXX XXXX, we notified the CFPB that our servicer, Wells Fargo, did not send us a statement for our payment ( which we mailed in XXXX for XXXX due date ), applied the payment in full to principal, and did not provide us a copy of the Escrow Analysis statement. 
After Wells reached out to us from responding to this complaint, the escrow analysis was sent, and Wells was to apply the payment sent to XXXX with a payment not due until XXXX XXXX. Per a phone call from Wells, we were notified that our escrow amount had changed beginning in XXXX XXXX we did not know due to not receiving a correct statement for XXXX XXXX and that we pay almost one month ahead XXXX and no escrow analysis sent XXXX. Based upon this phone call, we immediately sent in an additional check for {$80.00} to cover the {$76.00} and some change escrow adjustment, which was received and cashed by Wells prior to XXXX XXXX. On XXXX XXXX, we received a statement from Wells which showed our XXXX payment has been unapplied and that our XXXX payment was still due. We initiated a phone call to Wells and spoke with XXXX ( client rep ) who advised that because the difference was not received, the payment was placed in a holding account. She then informed us that our payment was late and that Wells may have reported a negative credit report incident ( which was a shock as our payment history with Wells is in advance ). When asked about how long we have been late and why we were not notified, XXXX indicated that Wells tried to " call but no one was available. '' When asked about why we received nothing in writing and that if she looked at the notes, we have been trying for some time to resolve the error in Wells application of the XXXX payment as principal, we were placed on hold. When she came back, she indicated our account was being reviewed by the President 's Office XXXX?? ) and it would take XXXX days to resolve. Until that time, our payment would be held in a holding account rather than applied to our payment XXXX not sure why and whether we benefit from the interest in the holding account ). When asked about the delinquency, she indicated that Wells did in fact receive the {$80.00} payment on XXXX XXXX but it was in the holding account. No negative credit report was made and no late fees would be assessed while Wells reviewed the account. When asked if we could speak to someone else who was more informed as to our account status, it was indicated that XXXX was working with someone else ( not sure why we ca n't speak to the someone else rather than being incorrectly advised our account is delinquent and a negative credit report was made, which was incorrect ). At one point, she inquired if we would make an additional mortgage payment before XXXX XXXX, to which we indicated we would not be making a double mortgage payment. Wells simply needed to straighten out its accounts. We also requested that the {$80.00} check be applied to the XXXX payment rather than principal. It is unfortunate that it appears that we are being penalized for actually paying early, which one would think is a good virtue, especially to a lender.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation