Consumer complaint received 2016-03-16
Company: WELLS FARGO & COMPANY
State: OK
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have a home loan with Wells Fargo. During the tornado last year and during our attempts to get back up on our feet the check we sent to Wells Fargo bounced. Wells Fargo Home Mortgage at that time took away our ability to pay our house payment online or over the phone. Our payment was to be made through XXXX of the following steps : In person at a Wells Fargo Bank, through Money order, cashier 's check, or XXXX XXXX. We get paid on the XXXX. Our payment is due on the XXXX with a grace period of the XXXX. After the XXXX we are charged late fees. We live in XXXX which Wells Fargo does not have banking privileges in. So in XXXX I was told by their customer service there were locations to make payment XXXX. I drove to XXXX locations only to find out on the XXXX location that the reason none of them could take payment is because Wells Fargo does not have banking institutions. At that time I called back into customer service on the XXXX of XXXX and I was told that I could mail it in. I informed the rep that if I mailed it in each month their payment processing time would put it over the XXXX because I could not send a cashier 's check until my payroll check deposited. She told us to drive to XXXX 2 hours away and set up a savings account with Wells Fargo. We could then direct deposit our house payment into our savings and transfer the money to our account to avoid late fees. So we drove to XXXX immediately and set it all up. In XXXX I tried to make the house payment through calling and transferring the money and Wells Fargo would not do it because the funds were not guaranteed. They told me that I could drive to XXXX take the money out at that account and pay the house payment to the same teller that withdrew the money from my savings but that a transfer was not guaranteed through their own bank. So I had to drive back to XXXX to get the money back send the payment in. It was late. Of course I was charged another fee. So in XXXX I was paid on the XXXX due to XXXX day being a holiday on the XXXX. So I cut a cashier 's check on the XXXX and paid to overnight it, but the payment processing department did n't get to it until the XXXX so it was another late fee. The XXXX XXXX will cost as much as the late fee each month. Because XXXX is not a Banking state we do not have the same priviledges as other account holders that can walk into a Wells Fargo and make payment. I have asked Wells Fargo to make the exception and reinstate the online payments, they will not do it. I have asked them to move my payment date to the XXXX so the grace period is the grace period and I am not assessed the late fee. They will not do it. For the month of XXXX I overnighted the money to a relative and asked them to go to a Wells Fargo XXXX to make payment so I would not have the late fee. I asked them to pay the late fee and they did and Wells Fargo put the late payment fee in a suspended account showing that the account was still showing a late fee and not paid in full. I feel like they have the ability to see the situation that I am in and they are not willing to work or give us the same opportunity to pay in a location that other clients have. I have reached out to the office of the president and they respond with the same canned phrase their customer service respond with stating they are willing to take payment through cashier 's check, money order or XXXX XXXX or go to a location. I am in a never ending cycle of late fees that they will collect until I can pay online again which is 1 year from the date I bounced the check. So that is {$480.00} in late fees they collect. Not to mention that they call my cell phone multiple times a month starting on the XXXX of each month " as a friendly reminder '' that my payment is due. This incurs more debt on my cell phone. I have asked repeatedly for them to stop.They continue.I feel helpless

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