Consumer complaint received 2015-03-19
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Wells Fargo Mortgage began foreclosure action due to non-payment that we had set up auto pay option on. Did not receive notification that auto payment option was cancelled nor did we receive information regarding foreclosure action until we attempted to make a purchase. We contacted them and asked if they could waive late fees and reinstatement fees since we were not notified. After speaking with them at length, they indicated after conducting their research they felt they were not at fault and denied any waiver of either fees. They felt that regardless of any previous discussion that they had sent written notification to us that there were no payments set up automatically, and that we should have contacted them once we received that. After advising them we did n't receive the letter they stated that we should have been monitoring our account and making sure the payments were being made and we would have known that way. Throughout a month 's worth of phone calls with multiple employees of Wells Fargo beginning on XXXX/XXXX/15, I was provided misinformation almost every time I called in. Some examples include the individuals each time had to be explained the entire story and they would explain what their records reflected on the account and none of the information was what was actually discussed. They had indicated we had never requested reinstatement letter, then that it would be mailed when we had asked for a fax ; they stated we had not received it because they were busy and to check back, and once we did they stated a second reinstatement letter had been requested ; after following up again we were told they had begun a loan modification process which was never requested ; when asking for a supervisor the call was conveniently disconnected ; each time we called the same number we received a different staff member sometimes in a different state ; every call they were asked if we could go into an office and speak with someone and were told there was none local ; after multiple requests for information sent in some other form than a fax we were told they do n't use email only XXXX. After XXXX Wells Fargo and calling a different number we were told XXXX person had been assigned to our case. This was not until XXXX/XXXX/15. After finally receiving a call from this person after leaving messages, we were told the request to waive fees would be denied and a letter would be sent XXXX, we have still not received it. We were told if the fees were not paid by XXXX that there would be additional fees incurred and they were still pursuing the foreclosure. We ended up paying the fees to get the home out of foreclosure and received a verbal answer that this has been done. When asking for written confirmation, we were advised we would receive this via email which was interesting because up until this time this was not possible. We still do n't have this letter. They had said they do not use electronic communication for security purposes. We were also advised we would receive a written account of their research and determination not to waive fees which would be sent overnight mail but have not received this either. When asked if our credit had been updated to reflect that we were current, we were told they would take care of this only after our next month mortgage payment was made which is not due until the beginning of the month. The money for our mortgage payments was being payroll deducted into a Wells Fargo checking account and was sitting there rather than being taken out for the mortgage. We do n't even bank with them normally and only opened the account for the mortgage payments. We received XXXX random letters via XXXX about attempts to contact us and update our acct. as though they are trying to cover their backs on previous attempts never made. These letters were received no problem, but those requested and promised have not as of XXXX/XXXX/15.

Company response to consumer: Closed with explanation