Consumer complaint received 2020-08-08
Company: WELLS FARGO & COMPANY
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My complaint here pertains to a Wells Fargo conventional mortgage, myself and my partner are joint holders of this account. 

The complaint is about a XX/XX/2020 due payment that made on XX/XX/XXXX which was incurred due to Wells Fargos own failures Ive tried to ask WF to  remove this late payment, but to no avail. 
I own several XXXX  dollars worth of properties and this late payment has plummeted my perfect credit score and has effectively ended my ability to run my real estate investment business. 


HERE IS WHAT HAPPENED. 
On XXXX, unbeknownst to me Wells Fargo disengaged the autopay I had setup without reason. 
Although later WF acknowledged the auto pay was dis-engaged, they claim that I did so, whereas I did never authorized the autopay to be disengaged online or by phone. 

I decided in XX/XX/XXXX to make an extra payment on my account, thinking I have the auto pay setup that the XXXX payment would come out automatically. However the XXXX payment was never processed and I was not been made aware of this until XX/XX/XXXX, when I saw my credit score plummet. 

ERRORS & VIOLATIONS WELLS FARGO HAS COMMITTED 1. I Never  Disengaged The Auto Payment : WF claims I had disengaged the auto payment, but I never authorized its disengagement by phone or online.

2. WF Sent Statements To The Wrong Address : WF claims the delinquency notices that are required to be mailed by law were sent XXXX XXXX XXXX XXXX XXXX FL XXXX ( the subject property address ), whereas this was never supposed to be my mailing address. 

Prior to this I had tried multiple times with WF to change the mailing address to where I live at XXXX XXXX XXXX, XXXX MA XXXX, by phone and online. However evertyime I tried to change it online WF online system gave me an perplexing error of invalid email address.

3. WF Was Calling an Incorrect Ph # Which I never Gave them In my conversation with WF, they claimed they called me multiple times at a XXXX phone #. I have never had a XXXX phone # and definitely never gave them this number. 
This is further proof that WF has mixed up my contact information with another customer. 


4. No Way of Retrieving Mailed Notices : In addition, there was no way of me getting the mailed notices since there was a natural disaster declared. In MA where I lived as well as in Florida ( please refer to natural disaster declaration below 5. Natural Disaster Declaration ( see Attached FEMA declaration ) There was a FEMA declared natural disaster declaration issued for the address where my property was located, these are grounds for late payments not to be reported by FCRA regulations 6. Failure To Mark Account Affected by Natural Disaster and COVID related issues WF was required by the FCRA to mark that the account was affected by Natural Disaster, this was never done. The entire country was shut down due to COVID. WF has issued many people deferments due to this.

7. More than Enough Money in Bank Account for WF to Withdraw Payment ( see attached bank statements ) I use a dedicated XXXX XXXX XXXX bank account for all accounts I have on auto pay. This account had more than enough funds in my bank account for the mortgage payment of {$1200.00} to be paid. This clearly proves this was not a case of me not having enough funds to pay. See bank statements are attached 8.Over {$10.00} XXXX dollar asset loss incurred due to WFs Mistakes I run a real estate investment company own and manage over 20 residential and commercial properties This is my 5th mortgage with WF Ive never had late payment in my life and this late has destroyed my perfect scores Now I cant refi any of my properties, and losing over $ XXXX in interest charges and have had to pull out of a {$10.00} XXXX dollar purchase.

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