Consumer complaint received 2017-07-29
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am writing to request correction of the errors described below regarding the mortgage on our property. Background information : On XX/XX/XXXX, we contacted Wells Fargo Home Mortgage to fill out an application for a Modification. We spoke with the Home Preservation Specialist # 1, who worked with us throughout the start of this process. She worked with us from XX/XX/XXXX through XX/XX/XXXX, until we were informed our new Preservation Specialist # 2. 1. During the process with Specialist # 1 we were told we did not qualify for the Modification, but would be considered for a Deferral Agreement. She informed us that to qualify, we would have to make 3 consecutive monthly payments of {$1500.00} on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, which we did. Following she would inform us of the new payment amount until the processing of the signed paperwork for the Deferral is completed. 2. Upon calling Specialist # 1 on XX/XX/XXXX about the Deferral Agreement letter we received, which stated our next payment is due in XX/XX/XXXX, she confirmed the letter and said hereafter our payments would be due on the XXXX of each month. She further stated she would provide the amount to be paid until the paperwork was finalized with the underwriter. Specialist # 1 inform us to skip XX/XX/XXXX payment and to make the next payment of {$960.00} on XX/XX/XXXX. This payment was also paid. 3. On XX/XX/XXXX, we received another Deferral Agreement, which Specialist # 1 said had to be sign because the first one was wrong. This agreement stated our next payment was XX/XX/XXXX. We called and left a message but was unable to contact her for the payment amount to be made. 4. On XX/XX/XXXX we call to make our monthly payment and was transferred to Specialist # 2, who after conversation told us our payment of {$910.00} was past due on XX/XX/XXXX. We explained we were told to make payments by the XXXX each month. She restated that it was due on XX/XX/XXXX. We made the payment of {$910.00} on XX/XX/XXXX. We explained we had received a statement in the mail saying the new monthly payment amount would be {$810.00}. She stated it was {$910.00} was due on the XXXX of each month until the paperwork was completed and signed off by her. We were also told not to speak with customer service, because they would not know the details because they do not have accesses to Home Preservation files. 5. As instructed, on XXXX XXXX, XXXX we called Specialist # 2 and made the payment of XXXX XXXX 6. On XX/XX/XXXX, we received a Congratulatory Letter from Wells Fargo stating we have completed the payment assistance process, and Confirmation of Preferred Payment Plan enrollment stating our first electronic withdrawal would be on XX/XX/XXXX for {$810.00}, and continue each month thereafter on the same day, a monthly mortgage payment would be withdrawn. Simultaneously, we received another monthly statement that stated our payment is due on XX/XX/XXXX for {$810.00}. It also stated we had a past due balance of {$1600.00}. This was a red flag, and is where the confusion began. 7. We immediately called XXXX . Specialist # 2 to assess what was our actual payment and date, but a message stated she would be out of the office until XX/XX/XXXX. We were told to speak with another Preservation Specialist. We dialed back in and spoke to another preservation specialist who could not help because she was saying out payment due was {$1800.00}. 8. As well, we asked why did the account have a balance? She researched and stated we did make a XX/XX/XXXX payment. We explained we were told by Specialist # 1 our next payment was due XX/XX/XXXX and not XX/XX/XXXX. 9. We also wanted to know if we should continue making the payment with Specialist # 2 for {$910.00} or the new payment of {$810.00} on XX/XX/XXXX, or should we wait for the automatic withdrawal on XX/XX/XXXX. 10. After trying to explain to her what we were told to pay and her trying to assist, she was unsuccessful and decided to transfer us to a supervisor ; however, after waiting for about 15 minutes, a supervisor was not available. She then transferred us to someone in Executive Offices. We left a message explaining our situation and requesting a call back. 11. On XX/XX/XXXX XXXX XXXX called back. He stated we were at the highest level and would assist us. We explained our situation trying to finalize if we should make the payment with him because Specialist # 2 was on vacation or should we wait for the automatic withdrawal on XX/XX/XXXX. A. ) He told us to wait for the automatic withdrawal. B ). He took our statement to research why we were told not to make a payment in XX/XX/XXXX, and C ). He stated he would research our concern of the outstanding past due. We also explained this had affected our credit scores negatively because it was reported we were late since XX/XX/XXXX. 12. He promised to research this and get back to us in 5-10 business days. We called him again on XX/XX/XXXX to see if we should go ahead and make our XX/XX/XXXX payment which was due, because it had not been withdrawn for our account. He returned the call and stated he was still working on our case and not to make the payment that it would be taken out soon. On XX/XX/XXXX, he called and stated not to make the payment, and to inform us that we are on a bi-weekly payment in the amount of {$810.00}. He also stated that we have a back balance for XX/XX/XXXX and for XX/XX/XXXX in the amount of {$3200.00}. We stated our concerns about our affected negative credit scores, the Preservation Specialists statement and the letter we received stating our payments were monthly not bi-weekly, and that we did not understand nor have {$3200.00} to pay. We followed the instructions given and paid what we were told to complete the trial period and the payments amounts we were told we had to pay. We said we have the monthly payment of {$910.00} or {$810.00} which we were told to pay. He said he was still researching it and would remove all the late fees, and had requested from the credit company that our mortgage be suppressed until everything was cleared up. He said the suppression would take affect within 90 days and if there was still negative credit reporting following that time, we were to contact him and he would have it removed. 13. On XX/XX/XXXX XXXX XXXX called again to say our payments of {$810.00} were bi-weekly and we have a balance of {$3200.00}. He said while he was still investigating our case, we should consider making payment because it would not be deducted for our bank account. We explained that we do not have that amount of money. We have the monthly payment of {$910.00} or {$810.00} which we were told to pay in our possession. He stated that the account would be in foreclosure after 90 days. We told him the Congratulatory Letter stated that our new payment is {$810.00} monthly. He stated the letter was a mistake. We asked what happened to finding out why we were told not to make the XX/XX/XXXX payment. He said he was still researching it and would call us back on Monday, XX/XX/XXXX. 14. On XX/XX/XXXX, we made the XX/XX/XXXX monthly payment of {$810.00} although we were told not to because we dont want it to be considered a late payment. Please help us resolve these issues : We can not make a {$3200.00} payment, and we can not afford a bi-monthly payment of {$910.00} or {$810.00}. This is close to what we were paying when we requested the modification, because we were behind in our mortgage. We would like an accurate account of our actual monthly payments and the actual payment date so we can keep our home for our family. We would like Wells Fargo to retract the negative credit reporting, which dropped our credit scores. We would like to know why were we given an escrow assessment and new monthly payment plan of {$810.00}. Why were we given an escrow refund of {$260.00} in XX/XX/XXXX if we owed Wells Fargo {$3200.00}? Why were we told by the Preservation Specialist, Specialist # 1 not to make the XX/XX/XXXX payment, which Wells Fargo Mortgage now says we owe and has negatively affected our credit reports? Why did XXXX XXXX say the Congratulatory letter and Confirmation of Preferred Payment Plan letter we received were a mistake? Please contact us to resolve this very important matter.

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 monetary relief