Consumer complaint received 2015-10-25
Company: WELLS FARGO & COMPANY
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
First time homebuyer closed in XXXX of 2014 with a first mortgage payment in XXXX. The loan was acquired with an XXXX Bank XXXX XXXX XXXX grant that may have provided internal tracking. The original mortgage company returned my first mortgage payment ( still have the letter sealed with the original certified label ) which I did not have mailed back till after the rest began. Servicing transferred to WF on XXXX with only an escrow account balance of {$760.00}. When I found out about the servicing change and where to make the payment I did so on XXXX which shows on the XXXX statement received. They then sent a statement on XXXX showing that I owed {$3100.00} by XXXX. The next statement on XXXX showed that I had XXXX overdue payments for XXXX and XXXX in the amount of {$4700.00} due by XXXX. It also mentions an inaccurate late charge that they refunded on XXXX. Started noting that no foreclosure proceedings had been filed. The XXXX statement shows XXXX, XXXX, and XXXX lates with XXXX lates fees included. There is also a XXXX advance balance adjustment without an amount or reason. Mentions that no foreclosure proceedings filed. At this point I am unable to make payments online and forced to call to make payments. Was forced to speak with a home counseling agent whom allowed me to make XXXX large payment. On XXXX it shows a YTD received of {$3800.00} with overdue for XXXX & XXXX along with a {$2800.00} payment made on XXXX with an unapplied balance of {$1200.00}. Mention of a " a work out plan XXXX apply '', shows XXXX and XXXX past due at 50 days and no foreclosure proceedings. At this point I can not make payments online or over the phone or get ahold of the contact. The next time I called to make a payment they would not allow me to do so without paying the full balance although they had a portion of the previous already in a suspense account. After calling repeatedly and leaving voicemails I spoke with someone else whom said I could only make a full payment or do a short sale. I said that I had been able to make XXXX before and wanted to pay. He said that the contact provided should not have let me make the payment and that it was a mistake. Imagine calling and being directed around to different departments that do not exist without a contact. It 's horrifying. So now we are in XXXX and the total due is {$7800.00} with unpaid XXXX with a note that the taxes disbursed XXXX include unapplied funds. No foreclosure proceedings noted. XXXX statement still shows the unapplied balance of {$1200.00} with overdue payments for XXXX with notes saying that foreclosure proceedings may have been filed and to contact them for the full reinstatement amount. Also notes on the last page that foreclosure proceedings have not been filed. At this point I had filed an application for a loan modification. XXXX shows no XXXX funds received and a payment reversal of {$1200.00} with the escrow balance still negative. Funds were not returned to my account nor applied to anything. Note on last page that foreclosure proceedings had been filed. XXXX while they were underwriting the loan mod they allowed me to make a full payment of {$1500.00} which was not applied. XXXX shows attorney costs of {$480.00} and unapplied funds of {$1500.00}. The only thing I got in the mail was from XXXX XXXX XXXX ; a certified letter addressed to no one with a VOE form and a note to scare a renter ( I 'm the only person in my home ) / I requested a payoff reinstatement which did not come. Finally on XXXX after still not receiving XXXX, I called and found someone who still had part of their shadow intact who faxed me the payoff good thru XXXX the next day. I wired the full payoff amount of {$10000.00} on XXXX statement shows unapplied funds balance of {$12000.00} XXXX XXXX XXXX Funds notappliedandIamspeakingtotheirpresidentsofficewhomstatesnotowiremoremoney.So I did. There 's more.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation