Consumer complaint received 2017-09-12
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Re earlier complaint XXXX, submitted to the CFPB on XX/XX/XXXX, I wrote : I am writing to you about a matter that has caused me to be reported late for XX/XX/XXXX on my credit report for the reference account. In XX/XX/XXXX, I called in to adjust my payment date so that payment would be earlier than the XX/XX/XXXX of the month, for tax purposesI wanted to have the interest on my XX/XX/XXXX payment reflected in XXXX. This involved cancelling an automatic payment and scheduling a new payment date late in the month. This call was due to a previous issue ( in XX/XX/XXXX ), that created a duplicate payment ( on XX/XX/XXXX and XX/XX/XXXX ) that was difficult to remedy. I was attempting to avoid a similar situation in XX/XX/XXXX. Apparently, when the late-in-the-month payment date ( of late XX/XX/XXXX ) was entered in to the Wells Fargo automatic payment system, it was rejected because it was after the XX/XX/XXXX of the month. I was never informed, I learned this later. I only became aware of this in XX/XX/XXXX, when I was contacted by phone about a payment that was not received. I promptly remedied this situationit simply meant moving money around within the Wells Fargo banking system. Because of the alleged late payment that Wells Fargos credit department reported to the credit bureaus, and my FICO score dropped by about 80 points ( about 10 % ). I corresponded with Wells Fargo and explained the situation to them, they concluded this was not their fault. I requested that they read the excerpts of the call I had made in XX/XX/XXXX, where I was led to mistakenly believe by the Wells Fargo phone representative that the auto payment. They still deemed it was my fault, after which point I asked them to produce the phone call transcript and was told that it was not Wells policy to share my own call transcripts with me. 

On XX/XX/XXXX, Wells Fargo responded : Thank you for the opportunity to address the concerns about negative credit reporting, recurring payments set up incorrectly, not receiving communication of reversed payment, difficulty in resolving a prior concern and adjusting the contractual payment due date. We 've carefully researched these matters and are providing a response. Here are important account details we 'd like you to know. The next payment is due on XX/XX/XXXX. We are not able to adjust the contractual payment due date upon request. The payment due date is outlined in your Note as the XX/XX/XXXX of every month. Recurring withdrawals were initiated on XX/XX/XXXX, as you requested using the authorized account information. The payment did not draft on the first withdrawal date because the account had not been keep current and was due for the XX/XX/XXXX contractual payment. The XX/XX/XXXX payment was satisfied on XX/XX/XXXX, more than 30 days past the payment due date and reported correctly to the consumer reporting agencies as delinquent. We have no record of a payment reversal occurring on your account from XX/XX/XXXX through XX/XX/XXXX. We apologize for any frustration or difficulty you may have experienced in receiving responses to prior inquiries. I 'm glad we spoke about your concerns. I appreciate the opportunity to help you, and I 've attached a copy of our response letter. 

I am re-submitting this complaint because it was not responded to, at all. I never asked that the due date be " adjusted '', I simply wanted to make my XX/XX/XXXX payment early for tax reasons, as stated in my complaint, to avoid a duplicate payment problem I 'd encountered a year earlier. In their response, Wells Fargo states, " Recurring withdrawals were initiated on XX/XX/XXXX, as you requested using the authorized account information. '' Recurring withdrawals were how the mortgage had been paid up through my request on XX/XX/XXXX, in which I tried to get the bank to process the XX/XX/XXXX payment EARLY. The consumer service agent who I spoke with came up with a method to do that, which appears to have resulted in the issue. Wells Fargo provided no evidence that I did ANYTHING other than follow their guidance. Wells Fargo goes on to state, " The payment did not draft on the first withdrawal date because the account had not been keep current and was due for the XX/XX/XXXX contractual payment. '' but then states " We have no record of a payment reversal occurring on your account from XX/XX/XXXX through XX/XX/XXXX. '' At the time, I had more than enough in multiple accounts with the bank, so what do they mean by " not been keep current ''? If I 'd set up recurring withdrawals on XX/XX/XXXX, then why was no payment processed? 

I immediately satisfied the obligation once I was contacted by phone, on XX/XX/XXXX,  but the fault lies squarely with the bank. They should admit it, and inform the credit agencies of their error, rather than repeatedly dodging the issue ( s ). 

Finally, the bank is playing games and CFPB is failing to do its job. I had to check the CFPB website to view the letter, it was never received, and when the letter was uploaded, I was never notified of this fact.

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