Consumer complaint received 2016-01-23
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX, XXXX I made an online bill payment from my Wells Fargo checking account in the amount of {$1100.00} to my sister 's mortgage account at Wells Fargo. On XXXX/XXXX/XXXX, my sister called me very concerned because she had received a letter stating her home was being foreclosed upon. I had told her on XXXX/XXXX/XXXX that I set up the payment and that everything would be okay because the account would be current and paid through XXXX/XXXX/XXXX. 
I am filing this complaint because I believe Wells Fargo either has poorly trained employees or totally incompetent idiots working there and I need help making them apply the payment I made to the correct account. I physically drove to a Wells Fargo bank branch to speak with someone personally after being on a call with my sister and someone in the mortgage department who was only interesting in repeating that a payment had not been made. I told the person that indeed a payment had been made because I was staring at the computer screen that clearly showed the {$1100.00} was taken out of my account. That person said they could not help us as the payment was not showing on their system. 
The person I spoke with at the branch office also could not help as the payment had been made online via bill pay. I then went home and called the number on my XXXX XXXX Checking Account statement only to be told again that they could not help. They said they were going to transfer me to online banking but then hung up the line on me. I called back waiting another 22:17 to speak to another person. I explained again that I wanted to know where my money had gone as it did not get applied to the account in which it should have. That person at least tried to find out where the payment was sent and when it was taken from my account. They then actually transferred me to the online bill pay line. I was told that the payment was processed on XXXX/XXXX/XXXX via a paper check sent to a Wells Fargo payment processing site. However, the check clear date was n't until XXXX/XXXX/XXXX. Yet, according to my statement from the dates XXXX - XXXX, the line item reads, " Bill Pay Wells Fargo Home On-Line XXXX on XX/XX/XXXX ''. This is very misleading. Well Fargo failed to notify me that it would take over 9 business days to process my bill payment. 
Additionally, I had to insist that some type of research be performed!!!!! This is outrageous that those incompetent fools had to be told to do the research. I kept asking where my money had gone but I got no satisfactory answers. Finally the online guy said he would put in a ticket to find out what happened. In the mean time, Wells Fargo has taken money out of my account and can not tell me where it went. I even verified with the online person that the check had my sister 's correct name and account number on it. I want answers as to why the money was not credited to the correct account in the first place and why since the clear date of XXXX/XXXX/XXXX until I started calling on XXXX/XXXX/XXXX did n't Wells Fargo call me or try to notify me that the payment was not processed? The payment had the correct name and account number, why was the payment not processed correctly? Where is my money? 
I also stated that I wanted to file a complaint with Wells Fargo. The reps told me that their process is to get a manger on the line. When the manager got on the line, I had to explain again to the XXXX person over a span of 2 hours that I wanted to file a complaint. The manager preceded to tell me she would escalate my request to find out why the payment was not applied correctly. She did not give me the information I requested on how to file a complaint with Wells Fargo regarding how I was treated when trying to find out why they took money from my account yet did not follow instructions on applying the money. I feel as if they stole my money. They have certainly wasted a lot of my time.

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