Consumer complaint received 2017-11-28
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Although there was an appropriate monetary relief made by Wells Fargo for their mistake, three major problem has augmented because of the original issue. 
1. There is a dollar amount of {$2100.00} listed as unpaid second principal balance on our monthly statement. We dont know the reason for this unpaid second principal balance. We have tried three times on different days to get and explanation from Wells Fargo, and upon calling Wells Fargo a fourth time on XXXX XXXX, XXXX, finally reached a XXXX, who took note of our concerns and said that would have someone research and get back to us on XXXX XXXX. 
Wells Fargo said they determined that the Deferral Agreement errors, the Preferred Payment Plan Enrollment Letter and the instruction in XXXX XXXX not to make your payments, all contributed to the delinquency. Therefore, we applied XXXX to the account on XXXX XXXX, XXXX, to cover five payments of XXXX. QUESTION : If this is the case, why was {$2100.00} added to our mortgage as unpaid second principal balance? We were told by the XXXX XXXX XXXX that this is back unpaid payments, which was not made during the trial forbearance period. ( paraphrased ). Be advised, we continued to making mortgage payments during this entire process, except for the XXXX payment we were told not to make. We would like this issue revisited and a resolution. 
2. As part of the researching and addressing our first complaint, part of the process, as instructed by Wells Fargo, was to reapply for the loan modification. Upon doing so, we were denied again. We reached out to the new assigned home preservation XXXX with questions about the Home Appraisal completed by Wells Fargo and left several messages to his personal extension. To date, the call was not returned by the assigned XXXX. The XXXX Appraisal was inaccurate. On XXXX/XXXX/XXXX we spoke to another home perseverance XXXX, who stated that the appraisal is not an official document and did not have any influence on the decision made to modify the loan. He further stated it was completed by a third party and if we wanted an accurate appraisal, we should have one completed ourselves, etc. Wells Fargo would not pay another appraisal. I explained to him that we understood XXXX XXXX decision not to modify the loan, but wanted them to correct the appraisal, which is deemed valid ( valuation report ) and on file as stated and completed by a certified residential XXXX by the XXXX of Pennsylvania. 
XXXX is a list of the inaccuracies : a. It listed our home as having 1 bathroom. Our home has 3 full  bathrooms. 
b. It listed that our home does not have a fireplace. Our home has a full working fireplace. 
c. It listed our home as not having a deck/patio. Our home has a deck. 
d. It listed the home value is listed as the as the same XXXX {$270000.00} XXXX from XXXX XXXX. Based on proven research/evidence ( XXXX, XXXX, XXXX, and XXXX XXXX and the increase in the housing market, our home value is approximately {$35000.00} more than Wells Fargo appraisal. ( Note : These items are original when the home was built in XXXX. There is no new or added construction ). 
XXXX. There is an added item line on our bill which states P & I ( Principal and Interest ) as a scheduled payment. This is new and was not explained as our new required payment amount of {$820.00}. ( This amount does not show on all the bills, only on some statements. ) We are paying the minimum payment in the amount of {$810.00} established by Wells Fargo as our new bi-weekly payments. 

We are requesting a resolve from Wells Fargo. Our final call and response from Wells Fargo XXXX XXXX resulted in the XXXX Resolution XXXX stating they have opened a case and will follow-up on XXXX XXXX, XXXX. We received a call on XXXX XXXX, XXXX for another XXXX XXXX XXXX stating that the assigned XXXX is not in and we will receive a return call on XXXX XXXX, XXXX. Please help us resolve these new issues, which resulted from a previous issue. 

Sincerely, XXXX and 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