Consumer complaint received 2016-07-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Excellent credit has always been very important to my husband and me, and an Executive Resolution Specialist in the Customer Care and Recovery Group of Wells Fargo said that she could not help us any further. In my conversations with her, I believe she may have misunderstood the timeline of events. I tried to explain this to her, but she said she was closing the case anyway. My hope is to find someone who will listen. Please see the following timeline which details the 30-date late payment that we are disputing : In XXXX XXXX, we decided to refinance our home. 
We started making payments to XXXX XXXX XXXX XXXX in XXXX XXXX ( please see enclosed perfect payment history ). ( Prior to that, our mortgage was serviced by XXXX XXXX XXXX ; please see enclosed perfect payment history. ) XX/XX/XXXX, we found out that XXXX XXXX XXXX XXXX sold our loan to Wells Fargo when a representative from Wells Fargo called us about a late payment. We were quite confused since we thought our mortgage company was XXXX XXXX XXXX and had already made three ( 3 ) payments to them ( please see enclosed is perfect payment history ). 
XXXX for a late payment being reported to the credit bureaus, I contacted the Customer Care and Recovery Group. The representative I spoke with, XXXX XXXX, could not confirm any negative comments had been reported at that time, but in further conversations, claimed that Wells Fargo notified us of the change of servicer in XXXX XXXX. We do not recall receiving such a letter. As you can see from our banking history, we continued to make payments to XXXX. Apparently, when the loan was sold, the first payment to Wells Fargo was made by XXXX XXXX XXXX, but we had no knowledge of that. Perhaps, XXXX was forwarding all of our payments to Wells Fargo? I am wondering why neither company contacted us to let us know this was happening. 
At the same time, my bank notified us of some fraudulent activity on our checking account at the end of XXXX XXXX. Several of our payments for various bills did not go out, including the XX/XX/XXXX mortgage payment. They also informed me that the XX/XX/XXXX payment to XXXX XXXX XXXX XXXX was still outstanding ( see enclosed banking history ). The representative and I concluded that perhaps they were not accepting the payment since the mortgage was sold to Wells Fargo. At that time, a stop payment was placed on that payment. On XXXX XXXX, XXXX, after all the funds were restored to our checking account, I called Wells Fargo and made a payment of {$4300.00} over the phone to bring our account current. 
XXXX XXXX, XXXX, XXXX XXXX sent a resolution letter regarding this situation which explained that Wells Fargo would be reporting this mortgage payment as late. She enclosed a copy of the Notice of Transfer dated XXXX/XXXX/XXXX. Again, we do not recall receiving this document. As I have read over it, I also noticed the following statement on page XXXX, " This notice does not change the servicing of your mortgage. If your servicing is changing, you will receive or have already received a notice from your mortgage servicer. '' We received no such notice from XXXX XXXX XXXX XXXX, or Wells Fargo. I have enclosed a copy of this letter for your reference. 

I am also very concerned that we were not asked to acknowledge the loan transfer. Perhaps, Wells Fargo would have contacted us sooner had they not received an acknowledgment from us, but as you can see, we made every attempt to make the situation right as soon as we became aware of it.

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