Consumer complaint received 2015-05-20
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Follow up to case number : XXXX wish to reopen my case, XXXX XXXX, XXXX XXXX, contacted me to advise that the matter had been taken care of. He previously contacted me through-out the investigation to keep me informed. On that day, he advised that since the money order was lost, they covered the XXXX and that my mortgage had been brought up to date with no late reporting to the credit bureaus. He also stated that I may place a stop payment on the money order and get my money back since they had cover it, there was no reason for it to be floating. I informed him that a XXXX XXXX representative advised me that if I would send proof that they lost the money order, they would not charge me a fee and so XXXX stated he would overnight the letter to me via XXXX. On XXXX XXXX, I received the packet at my front door and so I proceeded with making a copy of the letter and mailing it to XXXX XXXX. 

XXXX XXXX, the stop payment was processed and on XXXX XXXX, I received a check for XXXX XXXX XXXX deducted a {$15.00} processing fee and I cashed the money order at a local XXXX and paid a bill. 

XXXX XXXX, the same day that I received, cashed and spent the money, XXXX XXXX from the Wells Fargo branch called me to inform me that they attempted to cash the money order but was advised that XXXX XXXX had placed a stop payment on it and I informed him was XXXX had advised me of. XXXX asked me, " what did I think XXXX told me and why did n't I come to the bank to give them the money ''? I told him that " I know what XXXX advised me of and that if he told me to bring them the money, I would have, why would I jeopardize my mortgage for that ''? XXXX stated he would call me back and he never did. 

XXXX XXXX, I called and found out that my mortgage was placed passed due again, stating that I owed for the month of XXXX. 

XXXX XXXX, my father whom lives in XXXX, California, XXXX XXXX, called and accused me and I my ex-husband of stealing money from his Wells Fargo bank account. He stated that he received a letter from Wells Fargo stating that I took XXXX from his account. I told him that I did n't take anything from his account ; I did n't know that he had an account with them and I do n't have access to it. He was very upset, stated that he would mail me the letter and hung up. 

XXXX XXXX, I received the letter that my father sent and YES, Wells Fargo deducted XXXX from his account that I am not a joint owner on, but its titled as, POD, I am a beneficiary and they informed him that due to a XXXX XXXX replacement check matter, they deducted the funds from his account and apologized for any inconvenience they may have caused him. I called my father to explain the situation and advised him that Wells Fargo should n't have ever taken any money from his account, he is not a co-signor to my mortgage and my name is not on that account. 

XXXX XXXX, I called Wells Fargo Mortgage, spoke to XXXX in Customer Service whom advised me that the XXXX was not applied to my mortgage. I told her that this XXXX turn into a legal matter. She placed me on hold, returned to advise me that someone from the executive office will give me a call and requested my phone number. 
I would have never placed a stop payment on that money order unless advised to do so. The money order was floating for almost 3 months and Wells Fargo made several errors as explained in the letter that I have enclosed. I am very upset and hurt by this matter and the fact that they invaded my privacy by not only bringing my father into this matter but by also taking money from his sole individually owned account.

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