Consumer complaint received 2017-11-26
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is an ongoing issue with Wells Fargo and this will be the 2nd complaint filed ( the first was XXXX XXXX complaint # XXXX XXXX. The written response from Wells Fargo was filled with lies and I have statements with multiple reversals of charges by them - which obviously shows they did, indeed make mistakes. They have zero conscience as to how their horrific banking practices effect people 's lives. Their decision to reverse mortgage payments already made and HOLD THEM UNTIL AN AGREEMENT THEY DEMANDED WAS SIGNED, is not only nothing short of extortion, it also caused a false reporting to the credit bureaus ( which, according to them last week was completely taken care of .. and yet the credit report obtained earlier this month lists Wells Fargo at the top of the list and shows late payments, WHICH NEVER HAPPENED!!! ). Additionally, much like last year, the monthly payments were NOT applied properly, even though every payment is made at a local branch and direct instructions are given to the teller. But somehow it is not their fault that the payments are posted wrong - and to make matters worse, they are threatening to change the payments but they want to add interest to the principal - basically charging their customer, the consumer, for their mistake. Another very problematic statement in their response from last year - they claim to have spoken to someone that has been deceased for over 2 years!!! Now I do n't even know how they can continue to tell lie after lie and change their story whenever it suits them. In XXXX of last year their monthly statement shows {$9000.00} in charge reversals and the same statement shows an outstanding insurance balance of {$8000.00} - that would mean they still owe the my account {$1000.00} -- and yet somehow, now there are an additional {$4000.00} in insurance charges - AND THEY HAVE NOT PLACED INSURANCE ON THE PROPERTY!!! In addition, there is a charge of {$610.00} they also claim are for insurance - and funnily enough, that was the amount I paid each month last year. They have NO IDEA what is even going on in their own bank!!! They also insist on taking 2 weeks to " research '' every single thing I contact them about ; even when I give them the exact date and amount and problem with their accounting. It makes no sense!!! Now it would appear, that they have one more time, hindered my ability to get away from them! I have been trying to get my mortgage re-financed since last year. And at every turn they drag their feet and give misinformation to any potential lender. Now I have paid for an appraisal and was completely ready to close last week, but because they did not apply the funds from the HHF in a timely manner. Now it seems as if I may be responsible to re-pay the {$16000.00} in full - all because Wells Fargo does n't know how to post a payment!!! So not only have they negatively effected my credit score ( which increases my interest rate ) they have apparently now nullified the assistance of {$16000.00} and I 'll have to repay that money or FINANCE IT RIGHT BACK ONTO A NEW MORTGAGE!!! Not the point of receiving those funds! And they show absolutely no remorse for their errors, nor what they have done to me. I believe they are trying to take advantage of me because of my age. They continually attempt to confuse me by talking in circles - when I know what I can read on my statements FROM THEM!!! They even tried to convince me that " the computer '' takes time to cycle through payments and credits - I hardly think it takes an entire year for payments to post properly. I also find it very hard to believe that " the computer '' would randomly add an additional {$4000.00} to the account. They continually engage in unfair, deceptive and abusive banking practices!!! There must be some way that they can be held accountable for this behavior! They have caused me more trouble than it 's even worth to own my own home. My only other alternative, it would appear, is to hire an attorney and turn over the boxes of correspondence I have from the past two years. I do not even know, how with all the things they 've already been caught doing, that they can still be in business - OF ANY KIND!!! And I DO NOT WANT TO HEAR FROM THEM WITH THEIR GARBAGE ABOUT RESEARCHING MY ACCOUNT AND I 'LL HAVE RESOLUTION IN A MONTH!!! They have already messed up my closing date - TWICE THIS MONTH!!! I 'd also like to add that I 'm filing another complaint at the urging of my potential new lender, as they too have been dealing with Wells Fargo through this process. I truly hope that someone there can help me. Thank you for your time.

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