Consumer complaint received 2017-03-05
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On the letter sent to me by Wells Fargo on XXXX/XXXX/XXXX they state that I was concerned about Late fee and Pay off, those are XXXX items that were not a concern to me. I spoke with Wells Fargo about a missed payment item posted on my credit report for the XXXX payment. I never got any email, letter, or phone call letting me know that a payment was missed or late. I signed up for electronic communication per their advice and should have received something as a reminder for my payment. I changed my phone number online but they state this never happened. 
I spoke with XXXX from Wells Fargo on XXXX/XXXX/XXXX at XXXX ( His ID number is XXXX ). I asked why have I not received any email reminders as I have in the past and he had no answer to that. I also received a letter on XXXX XXXX from Wells Fargo letting me know about the late payment, with nothing prior to that. This letter came after the fact, a phone call or email should have taken place to remind me of the late payment per my electronic communication agreement. The payment was made along with future payments, I would like to get the 30-day late payment removed from my credit report, since the payment was made and no communication with Wells Fargo took place reminding me of the payment. I signed up for electronic communication when this account was opened and opted out of paper communication. I should have received my monthly reminders as I have in the past, but that did not take place and was confirmed by XXXX XXXX, that I should have. He also stated ( Per recorded communication ) that a letter should have been sent before the XXXX letter that I received, he felt the letter should have been sent earlier. I also spoke with XXXX ( ID # XXXX ) on XXXX/XXXX/XXXX around XXXX XXXX and he did not help in any way, I have not missed a payment with Wells Fargo since I got my Mortgage with them on XXXX. I would like to have them remove the 30 day late notice from my Credit Reports, since they did not provide me with the electronic communication which was agreed upon when I signed up with them. I have worked very hard on my Credit Report and it has decreased by XXXX points due to this matter, which I feel is due to their mistake. 
This matter has not been resolved and needs to be addressed. 
There has been multiple conversations with a gentlemen name XXXX XXXX, while he has been very polity, he has provided not help to the situation. Last conversation we had the first week of XXXX XXXX he stated the he listened to both conversations with me and XXXX. He got the names confused stating that I said that XXXX told me about the late letter, while it clearly states on my complaint sent multiple times that the name I used was XXXX. " Are they reading my complaint '' I 'm only asking do to what is fair, Wells Fargo failed to provide me with electronice reminders, phone calls, or emails about my Mortgage. I signed up for Electronic communication per their recommendation. I 'm extremelly stressed over this and disappointed that Corporate America can get away with treating a client like this. 
I 'm not seeking any monetary items, Just want my late notices removed, which is what needs to happen I have spoken multiple times with Wells Fargo and this issue continues to be dismissed by them. They made a mistake and need to fix it. 
Sincerely

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