Consumer complaint received 2018-02-01
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I received a statement from Wells Fargo with my current monthly payment, showing account current with the exception of payment for XX/XX/XXXX. I spoke with XXXX on a recorded line about a hurricane XXXX deferment for that month. ( see XXXX statement for payment relief notice. ) It was explained once the payment was deferred I would receive a letter and no action would be taken against us. On XXXX XXXX I started the process of refinancing our home with RP funding so we could move from an Arm loan to a VA fixed rate loan. While preparing the paperwork I started downloading XXXX for XXXX, Activity History and Statements. At that time I became aware that I was locked out of my account due to default payments as of XXXX XXXX. I contacted Wells Fargo on XX/XX/XXXX speaking to XXXX XXXX on a recorded line. She confirmed that my account was locked due to default since XXXX of XXXX. At that time I explained that I was calling to make my payment of XX/XX/XXXX which I have a statement attached showing that I owed {$1700.00}, but that I only needed to {$860.00} because the other {$860.00} is the deferment amount in process. I had her process my XXXX payment paying {$860.00}. After which she verified that I was correct that she saw payment reversals that balanced my account and I should not owe any past due amounts or be help responsible. I explained to her not only is that incorrect but since our XXXX discharge from chapter XXXX XXXX  is showing this account closed. We never had the original mortgage on the discharge and continued to make full payments. I was told that they do not place accounts back on credit reports after a discharge ( even though it shows closed, see attached ) She explained that this could take til XX/XX/XXXX to resolve due to this being daily simple interest account and they could only make one fix per day. I explained that I was working on a buy out for the load with another company and I needed the account resolved fast. She was going to contact me back within an hour after further review. I have never heard from XXXX again. On XX/XX/XXXX I receive another XXXX lowering my interest from {$4500.00} filed XX/XX/XXXX to {$2900.00} on XX/XX/XXXX and a letter from Wells Fargo stating Notice of default -immediate action needed and that I have {$5000.00} past due since XX/XX/XXXX. So I called and spoke to XXXX who started all the same conversation that I had with XXXX XXXX never referring to any notes ) and came back with the same resolution as XXXX. On XXXX XXXX XXXX XXXX notified me that they had to place a hold on my refinance with the VA until we could get a correct summary and payout from Wells Fargo, because they reported to them that we are still defaulted since XX/XX/XXXX. I called Wells Fargo and spoke with XXXX who is the supervisor in customer service and very nice, I again explained the situation and she did find the notes but said XXXX is on vacation or something and couldn't get with her to review. At that time I explained that this is now disturbing my life due to their errors. I now have a third XXXX that shows my interest rate of {$3700.00} but I am still at default. So not only can't I file taxes, I am taking time off work to call them, can't proceed with my refinancing and all in all it still does not show on my credit history that this account is open. She then sent me to the Presidents XXXX after XXXX hour phone call of the same resolution, because in said I was going to have to look into further action to take if I could not receive a letter from their office stating that they have recognized the errors and are working to correct the account. I spoke to XXXX XXXX for 10 minutes who explained he would give the complaint to someone to review and they would get back with me. I gave him a 24 hour deadline to respond with a letter stating that correction is be worked. On XX/XX/XXXX I logged on to the account and see that the account is still in default but now for XX/XX/XXXX and I have yet another XXXX now showing interest of {$4100.00}. I was a little comforted by this until exactly 24 hours later to the minute. XXXX XXXX contacted me and said he received that I had a complaint and would start reviewing my account and should have a resolution by XX/XX/XXXX. I explained this was not satisfactory that I needed a letter explaining that is being worked on because since XX/XX/XXXX several people have already reviewed it and found it is Wells Fargos error not mine. I would like to proceed with my refinancing. He explained he has not seen my account and would review it and get back with me by XX/XX/XXXX. I explained that I spoke with XXXX and if there was not a resolution or letter that I would file a complaint with CFPB. He explained that I should do whatever I felt was necessary. I confirmed that we were on a recorded line and had him explain again. thank you for you review

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 non-monetary relief