Consumer complaint received 2015-10-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We have a 7 year dispute with our lender regarding the payment due date and late fees that have accumulated over the past 7 years. 

We originally bought our home in XXXX in XXXX XXXX. Our mortgage payments were set to be due the XXXX of each month. Since the time of our purchase, our mortgage services has changed hands a couple of times. Currently, it is being serviced by America 's Servicing Company, which I believe is a subsidiary of Wells Fargo Home Mortgage. 

In XXXX, both my wife and I were unemployed for several months. We were able to pay our mortgage payment on time for several months from our savings and money borrowed from family members. Our savings were eventually depleted after several months before we found new employment. 

Our problems with Wells Fargo began when we had secured new jobs. The dates of our paycheck cycle changed to the XXXX of each month. We have faithfully paid our mortgage on the XXXX of each month but have accumulated monthly late charges since the end of XXXX because late fees are assessed for payments received after the XXXX of each month. After several months of unemployment and difficulty paying our other bills, we did not have the cash on hand to pay an extra month 's payment to catch up on the billing cycle of our mortgage company. We had even made a partial payment of {$3100.00} when we first got new jobs to help cover the time span from the XXXX of the month to the XXXX, but this was put into an escrow account by our mortgage servicer and was never credited to our payment history. 

Since this time we have accumulated {$15000.00} in monthly late charges. We have tried multiple times to get the payment due date changed to the XXXX of each month, in time with our paycheck cycle. The many customer service representatives we have spoken to over the past 6 years have given us conflicting directions. Some reps told us that this was impossible with a loan modification, others told us that the entire loan would have to be redrawn, and still others have told us that only speaking to a manager for the Customer Service division could change the payment date. We have spoken to all these people, and all have told us that another division of the company could handle the change. I have even attended the special session in XXXX XXXX for distressed homeowners in XXXX, CA. The agent there said that I should appeal this decision to the Customer Service division, as all he was able to do was to bundle our late fees into the original loan amount and refinance. 

In correspondence dated XXXX XXXX, XXXX, Wells Fargo has denied our request for a change in the payment due date and have even refused to consider an offer in compromise in the accumulated late payment fees. 

We are obviously very frustrated with this course of events and feel that we are not responsible for these accumulated late fees since we have faithfully made all of our monthly payments despite financial hardship and followed all the conflicting advice given to us by Wells Fargo and Americas Servicing Company representatives. There seems to be no accountability for the advice we have been given and we would like to reach a resolution to this problem. People 's lives and circumstances change frequently and small changes such as the monthly payment due date should be easily accommodated.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation