Consumer complaint received 2020-04-23
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I understand that during Covid19 pandemic customer service phone lines and calls are taking a long time but this has nothing do do with the problem at all. I have a mortgage with Wellsfargo, always pay from my bank, wellsfargo by transfer between accounts because all my accounts are linked. I do so via my phone app. My accounts have now been blocked so I can not pay, I can not even transfer between accounts because of this covid 19 forbearance. Wells fargo will not allow me to pay my mortgage and the bank I keep my checking account with is closed, the bank line customer service will not help as many times as Ive called, and the mortgage company will not take payment!! Now I cant even get thru to the mortgage company because pressing to make an online payment now put you right back to the start of the covid19 message about forbearance and starts the entire circle of message over again!!! It says you can make your payment if you can but wells fargo mortgage and the bank are not letting you. The bank says they have to transfer you to the mortgage company and when you get the mortgage company they say that you have to call the bank!!. Yesterday I was fed up, I could not even log on to a computer and pay my mortgage. Somehow they blocked my checking from my mortgage account and my mortgage account from my checking. I also went as far as to set my mortgage up on the bill pay but every time I put the payment in to pay, guess what!!! The bank cancelled my bill pay payment!! So if you call for info on forbearance, or even click that button on the app, u automatically get put in and you get blocked from making your payments. I received a letter after I inquired about the forbearance and decided it was not for me and called n spoke to someone n told them it was not for me but still I am blocked from making my payment. So, yesterday, after multiple times trying to make a payment, trying multiple times to make it online on computer and on bill pay, and calling customer service at both mortgage co and the bank, I asked bank to transfer between my accounts or process payment for me n they said they could not do either for me. I the said, we I'm calling the banking department because this is a scam for the bank to rip off tons of people and make loads of money during a time of hardship and that is a disgrace. I was immediately sent to a superior banker who then could make a case and make sure my payment could then be made!!! At least that's what I was told ... .however, told my payment is still pending in yesterday 's bill pay which is immediate so should have been paid yesterday, the money is out of my account and my mortgage is still not paid and my accounts are still blocked and transfers and payments between my accounts still can not be made. I'm sure I'm not the only person that is blocked from making a mortgage payment at this time and that is a disservice to the people that bank with wells fargo and the people who have their mortgage with wells fargo.

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