Consumer complaint received 2022-10-20
Company: WELLS FARGO & COMPANY
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have had issues with them since XX/XX/XXXX. On XXXX I requested an investigation on my account .Payments were missing from my statement. I received a letter dated XXXX it is not there procedure to provide a complete activity statement. They only send a limited statement. this letter came from XXXX XXXX Executive resolutions specl. I have been writing them from the very begining since XXXX. XXXX of XXXX I spoke with a XXXX XXXX also a ( Execut.resol specl. ) about a recast on my loan. He explained it in full detail, and he told me about some other options he stated he would get back with me. He later stated I did not qualify for the recast and ask me if I would be interested in a modification. I was frustrated. Now XX/XX/XXXX it appeared that i was having some difficulties with paying my mortgage. I still did not see what the saw. I requested a XXXX. I was assigned an home preservation special. name XXXX XXXX, XXXX XXXX, and XXXX XXXX. I sent in everything that was asked. They sent some one to my home a evaluation was completed on XX/XX/XXXX. The appraisal report valuing my home at {$230000.00} the XXXX. was accepted. I was told by the home pres. specialist XXXX that i was accepted, not to make a payment because things would be different. She would get things done and inform me of the date of my XXXX payment. Fast forward I am on the XXXX. owning a balloon payment of XXXX on XXXX XXXX i wrote letters about several issues XXXX was some one cancelled my home insurance and failed to inform me, missing late payments, and extra charges that I am not aware of. I got letters the same week all saying the exact same thing we have determined your concerns were previously addressed .letters dated XX/XX/XXXX, & XX/XX/XXXX from XXXX XXXX lead Escalations spec. Now my credit is being effected I wrote another letter XXXX asking about that, on XX/XX/XXXX i got a letter stating they are looking into it I was sent their same statement that they seen to always send. I called the center because I could not understand it, it was not self explanatory never was the customer serv. person walked me through it. I kept calling and writing for explanation. I called and spoke with XXXX XXXX we went over the statement and she saw the extra payments that were sent she told me she needed to do more research and would get back with me. XX/XX/XXXX I called her back left voice messages and on XX/XX/XXXX she called me the phone rang once and when i called her right back I had to leave a messg. i left several messgs this time I called and asked to speak with a supervisor. I was connected to lead Executive spec and he was very rude and nasty with me. I got a letter the next day stating the exact same thing. Please investigate this issue. I had this mortgagee for over 30 years and I am having serious problems. I can be reached at XXXX. my home address is XXXX XXXX XXXX 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