Consumer complaint received 2015-04-13
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My brother passed away in XXXX on XX/XX/XXXX His mortgage with Wells Fargo went unattended until XXXX when the family figured things out and made a 3 month payment to bring the note current. In XX/XX/XXXX I went to a Wells Fargo branch in XXXXXXXX near where I live to make a mortgage payment and was informed my brother did not have a mortgage with Wells Fargo. When I pressed the issue I was informed that the mortgagee was only my brothers ex-wife and my brother was only listed as someone who was to receive the communication, ie : monthly statements. From XX/XX/XXXX - XX/XX/XXXX, I responded to all Wells Fargo letters, answered all phone calls from Wells Fargo and stayed in contact with Wells Fargo to resolve this issue. Early in XX/XX/XXXX XXXX from Wells Fargo foreclosure department called and asked for my brothers ex-wife. Explaining the death, appointment as personal representative, etc. for the XXXX time to Wells Fargo, because none of the Wells Fargo representatives bothered to input a record of the phone calls, XXXX told XXXX I was not in Wells Fargo system as someone he could discuss the foreclosure with. When asked what foreclosure he informed me the property was 2 days into forclosure, he would look into this mess and get back to me within 2 days. Hearing nothing from him, on day XXXX, I went to the XXXXXXXX Wells Fargo branch to make a mortgage payment. Wells Fargo refuse to accept this payment. I then contacted an attorney and we were able to get the property reinstated without fees and penalties including Wells Fargo attorney fees. A request for an " investigation '' into the situation was requested. An investigation was conducted by Wells Fargo and concluded, my summation, because Wells Fargo did not tell me they could not find the account or tell me I could not make a payment, no adjustments would be made. My complaint is : Wells Fargo knowingly denied both my brother, when he was alive, and myself as personal representative access to his mortgage information due to his not being listed as a mortgagee in Wells Fargo records. This repeated and on going behavior of Wells Fargo continues to reap Wells Fargo the benefits of a non-modified mortgage with a XXXX percent interest rate. Last week I paid Wells Fargo {$9300.00} to reinstate the mortgage because the remaining balance of the mortgage is about {$55000.00} and assessed value of the property is about {$170000.00} and as a family, we have decided the property can not be let go of with this amount of equity at stake. Wells Fargo 's investigation does not include anything from XX/XX/XXXX through XX/XX/XXXX and the reason the property is in foreclosure is simply no payments were made. I believe the reason the property went into foreclosure is that Wells Fargo has a complex set of policies and procedures which allows the to XXXX track a mortgage. Having a customer responding to communications and calls on XXXX side while moving the property into foreclosure.

Company response to consumer: Closed with explanation