Consumer complaint received 2015-09-23
Company: WELLS FARGO & COMPANY
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Today 's Date : XXXX/XXXX/2015 On XXXX/XXXX/15, I called Visa Card services of Wells Fargo bank to inquire about charges for a hotel stay during the prior week. I spoke with XXXX who informed me that I had a credit because the payment was made on XXXX/XXXX/15 in the amount of {$1100.00}. I quickly informed her that no payment was due on my Visa account, that the payment had been made at the Wells Fargo bank branch for my mortgage and I had received a receipt with the mortgage account number on it. I also had the account number written on the front of the check. How could anyone credit it to the Visa account?? She stated that she would make the adjustments and credit it to my mortgage and the transaction would reflect in 3 to 5 days. As of today 's date that has not been done. 
On XXXX/XXXX/15, I spoke with XXXX at Wells Fargo customer service because my online statement reflected a late fee of {$28.00}. He checked and stated that he could WAIVE the late fee ( which I did not owe ), but that he could not make the adjustments and credit my mortgage account with the payment. He told me to go back to the branch where I made the payment. I was being told to waste my time, gas, and be even more frustrated because the braanch would make the same calls I was making and beause I had done what I was supposed to do, I waited for the adjustment. 
On XXXX/XXXX/15, my mortgage statement arrived for XXXX, 2015 indicating the same late fee of {$28.00} plus a past due payment of {$1100.00} for XXXX ( paid on XXXX/XXXX/15 ). From XXXX until about XXXX, I spoke with XXXX different persons at Wells Fargo Visa Card services . First, XXXX attempted to assist me. I told her all the information leading up to my phone call. She placed me on hold at XXXX different times. At XXXX, she stated she needed to refer me to a supervisor named XXXX . XXXX needed to hear all the information again. He questioned the receipt date and if the check had cleared. I stated that the check was from another banking institution and that it had been debited from my account. I asked him if I could email a copy of the receipt which has the last XXXX digits of the mortgage number on the receipt. He told me I should fax it as they do not have email capabilities. I explanied that I did not have a fax and I would have to inconvenience myself and go fax the info. XXXX then stated that he could not access the necessary information on his computer and that he wanted me to speak with someone with more authority via a XXXX call. I was placed on hold. Then the connection was made and XXXX came on the line. After checking the information, he stated the " form had been completed in the back office. " I asked what about the 3 to 5 days that XXXX had promised? XXXX stated. I asked what about a ding to my credit? XXXX stated that late payments are not reported until the XXXX of the next month following a late payment. ( XXXX XXXX?? ) XXXX, " It was an accident. It 's out of our hands. '' He thanked XXXX and left the call. XXXX gave me his personal information to call him if I needed to. ( for what?? ) He also stated I could contact the office of the XXXX of the bank for higher resolution. I called the OCC who referred me to your agency. 
At XXXX that same day, I dialed the automated services number for Wells Fargo Visa and the recording still stated a " payment of {$1100.00} on XXXX/XXXX/15, no payment required. '' The matter obviously had not been rectified.

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