Consumer complaint received 2017-08-16
Company: WELLS FARGO & COMPANY
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX of XXXX, I filed Chapter XXXX bankruptcy. All creditors including Wells Fargo Home Mortgage was served notice. Because I was caught up on mortgage payments, Wells Fargo was not affected as I continued to pay my monthly bill each month on time. Wells Fargo put me into their bankruptcy dept for servicing. They could not answer any questions regarding escrow or anything really regarding my mortgage and said " they do not communicate to the rest of Wells Fargo '', so any issue which arose never really was answered. On XX/XX/XXXX, my bankruptcy was completed and fully discharged. Wells Fargo was served notice. In mid-May XXXX, I called to check on my mortgage and was still routed into the bankruptcy dept. I asked at that time " why '', the person told me they rec 'd notice of the discharge and I would be out of that dept. within a couple of weeks. In late XXXX, I called to check on my mortgage and was again routed into the bankruptcy dept. I again asked " why ''. I was told that because I filed bankruptcy that I would be serviced by this dept. until the end of my loan. It did not make sense since I was discharged and no longer in bankruptcy so I asked to speak to a supervisor. She told me the same thing, so I asked to speak to someone higher up. I was routed to the Wells Fargo executive office. I spoke to someone on a recorded line, explained what had happened once again. She told me that a case worker would be assigned and would call me. On about XX/XX/XXXX, XXXX Ext XXXX called me. I explained everything once again to her. She informed me that because I " filed Chapter XXXX '' that I would be in their bankruptcy dept. HOWEVER I DID NOT FILE CHAPTER XXXX, BUT CHAPTER XXXX. I informed her of this, and she said this was " human error ''. I then asked how such a grand mistake could of been made for 5 years, she once again said " human error '' and then discounted any contention of discrimination based on my bankruptcy. She said " I will research everything and have a resolution by XX/XX/XXXX ''. XXXX then called me on XX/XX/XXXX and said they were just waiting for the court to terminate the case and then within 24-48 hours, I would no longer be classified as " bankrupt '' by Wells Fargo. She followed this up with a letter. On XXXX XXXX, the bankruptcy case was terminated. I expected within 24-48 hours just as I was promised that Wells Fargo would update my loan. I waited 72 hours and called on XX/XX/XXXX. They had not updated my loan! The person from the Executive Office told me " this should be taken care of no later than Monday XX/XX/XXXX. '' I once again checked on Tuesday XX/XX/XXXX, and NO UPDATE STILL ON MY LOAN. So I called the Wells Fargo Executive Office once again. The person said she " would have to research this ''. I asked for a time frame, she would not give me one but assured me that she would personally take care of this considering everything, that I should expect results in 7 days. On Wed. XX/XX/XXXX, I was called by XXXX XXXX-Wells Fargo Executive Office who said " I have been assigned to your case '', but he said he needed " to investigate the investigators who are investigating the investigation '', JUST NONSENSE. Like XXXX ( stated above ) he once again said a clear resolution would take place NOW by XXXX XXXX, XXXX. I explained my dissatisfaction in detail to him, he would not listen, but said he would research. I asked what he would research, he could not tell me what. And then XXXX LIED, he claimed that I stated earlier I filed Chapter XXXX, a complete and utter LIE as I never did such a thing! Furthermore as I mentioned to him, as to why Wells Fargo could not read actual court documents. Again he said he " would research ''. XXXX XXXX then basically wanted me to file a legal case against Wells Fargo so as I could actually get my loan updated and questions answered. I informed him that I intend to take legal action if they continue to discriminate against me based on the bankruptcy I filed and completed and to get my loan updated with the cost of the lawyer and legal fees as part of this suit.

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