Consumer complaint received 2017-01-30
Company: WELLS FARGO & COMPANY
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I require your assistance. On XX/XX/2016, I received a letter from Wells Fargo Home Mortgage along with a {$790.00} check # XXXX, dated XX/XX/2016. The letter stated that they returned my payment because it was less than the total amount for full contractual payment. In the past, they have accepted partial payments and also on more than one occasion, 2 payments within a month. 

Since I have been serviced by Wells Fargo Home Mortgage, I have been misled, intimidated, threatened, as well as lied to. I desire to keep my home, and Wells Fargo sent a notice regarding foreclosure. Wells Fargo employees have told me to " get rid of my car '', cable, cell phone, internet, etc. I 've lived in this home over 18 1/2 years, and I am now a XXXX. I do not appreciate this type of treatment. Home appraisers have appeared on my property unannounced. I have been served with a summons ; and received harassing phone calls at all hours. XXXX. 

About four years ago, I called Wells Fargo & repeatedly questioned the letter I received about sending payments to another mortgage company. I was finally told to continue sending my payments to Wells Fargo. 

In addition, I have been charged late payments, due to the timing of my income, which is two weeks after the due date. Time and time again, I have explained this, but without resolve, adding more stress. I also explained to Wells Fargo that I receive my income on the 4th Wednesday of each month. This is the reason I have sent late fees with my payments. My attempt to split the monthly payment was denied. The last payment I sent was returned after a month. 

Although I am applying for a loan modification, I am having difficulty. Several Wells Fargo employees told me information inconsistent with what the others have said. It was suggested that I call a representative with questions and/or problems and I would be contacted. There has been no response to my voice mails. The information that I was asked for, was supposedly being added to " the system ''. Later, another employee asked me for the exact same information, later apologizing for the error. It is both disgusting and humiliating to hear such lack of integrity by those who represent Wells Fargo. 

I wish to send the last payment again, but fear it will be returned. The {$4800.00} balance owed, ( I was told by phone ), would be added to the end of my mortgage. The half ( {$2400.00} ) I offered to pay was refused and I have not been assured in writing, that the final balance would include the past due amount. 

Speaking to a department head or just getting his or her phone number was hopeless. Either I was told they did n't know who it was or could not give a telephone number. This is a dilemma that I am unable to solve alone. Up to now, no one has answered my appeal. I am not in any way refusing to accept my responsibility and I 'll not give up or walk away. 

Thank-you in advance for helping me to resolve this matter.

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