Consumer complaint received 2017-07-19
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
During the original home purchase and mortgage,   XXXX   XXXX    explained to me that the VA funding fee would come back to me within 120 days of filing my  XXXX . At the time I was not a  XXXX  Veteran and ineligible for the VA funding fee waiver. Once the 120 day elapsed I inquired with the Phoenix VA representative as to where the funds were as I did not see any deposits into my account. After speaking with the VA they explained that the funding fee was sent to my principal balance, not my account. I had anticipated these funds and had allocated  XXXX  mortgage for home repairs and upgrades. Through a vast number of calls to Wells Fargo from customer service to the mortgage department it was explained to me that transferring the finds from the principal to the mortgage would not be a problem. Each representative I spoke with reassured me of this so I counted on these funds to be transferred covering the next several months of payments. Wells Fargo had explained to me that it is up to the VA to waive this policy of the VA funding fee if financed being transferred to the principal. Wells Fargo requested in writing the email correspondence between myself and the VA representative stating that it was possible for the funding fee to be transferred, as it was up to the bank. This documentation was provided via fax to Wells Fargo. Eventually Wells Fargo did transfer the funds to my mortgage with no notice satisfying all past due and also refunded the late payments. Wells Fargo even went as far as contacting all  XXXX  credit reporting agencies that I was current. After an inquiry I made as to what changed, this launched an investigation and all mortgage payments were reversed, again with no notice.
Wells Fargo customer service has proven to be vastly incompetent. This was not just a departmental issue, but a company wide issue as each department had given me poor advice through their incompetence.
Wells Fargo has approved me for short-term assistance payment plan. However, I can not afford {$5000.00} per month. If double payments were affordable, I would have started making these payments myself. {$5000.00} per month is impossible as I am a father and husband and currently the only income in my home. Wells Fargo stated that if I could not make the {$5000.00} payment or come current starting to pay my mortgage would not assist me and have not since. Through several follow ups with not only the mortgage assistance representative, but his supervisor no one ever returned my calls or emails despite content. It was not until I launched a complaint with the office of the president that I received a reply. I had them review recorded conversations, found that I was telling the truth and yet stated there was nothing that could be done to assist me.
Overview : I was eligible for a funding fee waiver, never received one WF refunded fee inappropriately by allowing you to skip payments at their suggestion.
WF then course corrected, reduced my principle and made mortgage payments skipped due immediately.
This forced me into a bad financial situation Ultimately WF offered a bad option for loan modification that increased my payment 2x While assuring that you were not in arrears or not considered late, they sent my loan to a trustee sale WITH NO NOTIFICATION!!
Found out by Realtors calling me Personal credit has taken over  XXXX  point dive since reporting me as delinquent From the start of owning my home I have never been late on a single payment until this transpired. The cost of my loan has never been an issue. My priority was to maintain a reasonable loan to ensure my family had a home Thank you for your prompt attention to 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 monetary relief