Consumer complaint received 2016-03-03
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I am a Veteran with a XXXX loan through Wells Fargo Mortgage. In 2013 our home with hit by a XXXX Tornado. We lost most of the home. We were contacted by a Wells Fargo " Morgage Specialist '' to assist with our mortgage payments at that time during this crisis. They took a payment and spread it out over six months to help the out of pocket expenses of the disaster. We were told it would not be held against us. We were so relieved. So much was going on at that time. My wife was also diagnosed XXXX and was very ill. As you can imagine, that call came at a very good time. We went through the designed plan, paid everything according their the agreement which was an extra {$200.00} per month and paid on time each month. Several months later my wife had to have the XXXX. What was supposed to be an easy procedure turned into XXXX and a month in the hospital. She was unable to return to work for over six months. Our family requires XXXX incomes. I worked every possible hour of overtime and extra job I could while taking care of her. We staying on top for awhile, but I just could n't do it all. My wife finally called Wells Fargo asking for assistance before we got behind. We remembered the assistance we received during the tornado disaster and thought maybe we could get medical hardship. The previous did not affect our credit ( or so we thought ) so we called. We were again connected to a " Mortgage Specialist '' who assured us they were there for us and had a plan that would take care of us! They could take one month again and spread it out over six months. Such a relief!!!! We were going to make it through this nightmare. Fast forward to today. My wife is healthy and has been for a year and a few months! She has been given a clean XXXX from her doctors and is back to work full time, XXXX XXXX! We applied for a Mortgage because we are ready to move to a new home and guess what? Those 12 months are being reported over 30 days late on our credit! We had NO idea! Never once were we advised that this would be reported over 30 days late! We were told that as long as we completed the agreement we would be fine. As a matter of fact, we were told that there were no late payments on the plan. My wife spoke with the representatives every time and they never told us our credit would be affected negatively. We have called Wells Fargo and have been working with XXXX in the Office of the President. She has been researching our account for almost thirty days. She states there is nothing in our file about credit discussions. I told her that is exactly what I am talking about! She wants to find the recorded call but states she can not find that date. I have ask her why not, if she can find the entries of our conversations, surely she can find the calls. They are just not willing to admit they should not have filed these against our credit. We kept our agreement. We paid on time and more than our payment. I have provided Bank Statements showing payments made every month. I have called the XXXX XXXX and they are monitoring this situation as well. I have also filed a complaint with my Conressman! This is not fair practices. We would have never allowed this to happen if we would have known. It has drastically affected our credit. We are in no way eligible to purchase a home at this time due to the state of our credit simply because of their reporting. This is the way we Thank our XXXX!

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 explanation