Consumer complaint received 2019-11-21
Company: WELLS FARGO & COMPANY
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I requested to be on biweekly payments to pay my mortgage with Wells Fargo. My bank was automatically sending {$1100.00} as the payment. My last biweekly payment was on XX/XX/2019. I  explained to the rep at Wells Fargo that my husband had injured his back and I was not sure if my payment would be made on time so I stopped the biweekly payments. The next payments I made through my bank to Wells Fargo were as follows : XX/XX/19 {$2300.00} ( XX/XX/2019 mortgage pymt ) XX/XX/19 {$2300.00} ( XX/XX/2019 mortgage pymt ) XX/XX/19 {$2300.00} ( XX/XX/2019 mortgage pymt ) XX/XX/19 {$2300.00} ( XX/XX/2019 mortgage pymt ) I was current as of the end of XXXX yet the statements I am receiving from WF state they received each pymt but are not being applied to my monthly mortgage pymts. The most recent rep Im speaking to states when odd amounts are sent they are placed into an unapplied account which is like a savings account until WF figures out how to apply to the clients accounts. I explained that my payments are the exact amounts due I just sent XXXX payment in XXXX and XXXX payment in XXXX as well as paid XXXX and XXXX mortgage payments. Initially the reps would not even speak to me using the rationale that I was under a bankruptcy and needed authorization from my attorney in the form of a letter to speak with me. I would explain to the reps that my attorney had already sent this letter which is why Ive been communicating with Wells Fargo since the bankruptcy began and its how I was able to set up the biweekly payments, as Wells Fargo has this letter in my file. The reps continued to deny they had this letter. I went ahead and requested my attorney re-send the letter. The attorney did so and WF kept denying the letter was sent even though the attorney had proof of having sent it. The attorney sent the letter again and once again the WF reps kept denying authorization letter received. I finally spoke with the department who receives these kinds of letters and he stated he didnt know why I was being told this as he could see the letter was received. He stated my case would be handed over to a specialist and I would receive a call. I never received a call. I called again to inquire about where my payments were being sent to and the rep told me he couldnt tell but he could see that I had sent the payments but that they were reversed but didnt know where theyd been reversed to. I told him my bank denies having received these funds back. He stated that I should call the treasurer that was receiving my bankruptcy payments from me as perhaps WF sent them to treasures office because my mortgage statements stated the word reversed where they showed my payments had been received. He couldnt tell me where the payments where reversed to. Then he put me on hold, came back to the call and told me, Im sorry, I cant speak with you because we have not received authorization from your lawyer to speak to you. I told him I had just spoken to a rep in the department that received the letter and he had confirmed receipt of the letter. I asked the rep to pls read the notes in my file and he said no acknowledgment was in the file of receipt of the letter. On XX/XX/XXXX I tried calling WF again and I was transferred to a rep that stated she received my case file and that she would investigate. She stated she was in the bankruptcy department. I explained to the rep that my bankruptcy is completed, I am in the auditing phase and my case is completed Im just waiting for the attorney to close the file. I explained that the payments I am questioning are post bankruptcy and have nothing to do with the bankruptcy so Im hoping they didnt send these payments to the treasures office that was handling my bankruptcy payments because they have nothing to do with post bankruptcy payments. The rep told me that she could see all the 4 payments  received each of {$2300.00} on different days but could not tell me where they had been applied. I told the rep XXXX is now due and Im afraid to send it because WF is stating I owe XXXX, XXXX, XXXX, & XX/XX/2019 ( this is the exact amount that totals payments for the 4 months Ive already sent for XXXX, XXXX, XXXX, & XXXX ) and I fear WF will add XXXX to not receiving payment after I send it. The rep advised to send it anyway, I have not sent it to this day. The rep stated she would have a resolution for me by XX/XX/19 but I did not hear from her. I have called her direct line at least 4 times since XX/XX/19 to find out why WF is not using my payments towards my mortgage. Ive left messages for the rep with other reps and let voicemails with no response. I received a statement in yesterdays mail that I am 4 months past due and must pay by XXXX. I just completed my bankruptcy, I just got back on track with my mortgage payments in early XX/XX/2019, I was on biweekly pymts and everything was being applied as it should be until I couldnt pay XXXX but made sure to pay it in XXXX as well as send the XXXX pymt. The same for XXXX and XXXX. I dont understand why they cant tell me where my money went and I fear losing my home now. WF has been dishonest before and continues to give me the run around and I have no one to turn to and can not afford an attorney at this time. Please understand this has nothing to do with my bankruptcy payments, I am all caught up, the payments I am referring to are outside the bankruptcy post bankruptcy. 
The rep handling my complaint, Im told, works in the department that handles investigations and this is basically the escalation department.. Unfortunately, this rep hasnt called me back or answered my calls to even update me. I dont want to wait another month for an answer only to find my home is in foreclosure. I no longer trust the Wells Fargo departments to help me resolve this issue. In closing, the Treasures Office for the bankruptcy denies having received any money from Wells Fargo as does my bank.

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