Consumer complaint received 2018-11-29
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I contacted Wells Fargo Bank, NA to set up semi-monthly automatic mortgage payments through the bank 's Preferred Payment Program. Beginning on XXXX, half of my monthly mortgage payment in the amount of {$1200.00} was scheduled to be withdrawn from my Wells Fargo Bank Checking Account. On XXXX, the second half of my mortgage payment was scheduled to be withdrawn in the same amount. Following the month of XX/XX/2018, payments  would continue until at I made changes to stop the automated mortgage payments set up. Following the auto-draft set up, I decided to personally speak with a Wells Fargo XXXX at the XXXX XXXX branch location, which is located at XXXX XXXX, XXXX, CA XXXX to stop and/or cancel the automated mortgage payments. Mr. XXXX was the banker that assisted me. He dialed customer service and then, I spoke with a representative regarding the automated mortgage debit to my personal banking account. I received a confirmation number and an electronic message generated by Wells Fargo, which confirmed cancellation. The withdrawals continued and have continued to show online, when viewing my checking/banking account, that the auto payments are still in effect. Later, I realized the banking representative did not stop automated mortgage payments that I had requested. Wells Fargo 's Mortgage Loan Processing System has flagged all mortgage transactions with a stop payment and in turn, the system shows electronic payments that were supposedly turned off pending for processing although no mortgage and/or Escrow payments are being completely processed. Payments that were scheduled to process on the lst day of the month will process although all electronic drafts for retrieving my mortgage payments should have been discontinued. On XX/XX/XXXX, I saw that the 1st electric payment was pending. I called Wells Fargo after viewing the system information showing that the payment was in progress. I immediately spoke about the pending transaction and I wanted to make an additional Escrow payment of {$300.00} for ensuring that my XXXX XXXX County taxes were not short. Since the Year XXXX, I have made subsequent Escrow payments due to shortages. Whenever, Wells Fargo opens a case record for review, their findings are there are no errors with their loan processing system. The Escrow shortage payment that I made was stopped and/or reversed. Additionally, all Mortgage payments, following XX/XX/XXXX, have been stopped and reversed with the exception of electronic mortgage payments that were scheduled to process on the XXXX day of the month. Then, I have had to pay the full amount due. My mortgage account is being paid late. The bank access late fees and then, those are reversed. Now, my mortgage account is inaccurate as well as my banking account with Wells Fargo. Wells Fargo 's Mortgage Loan Processing system is causing me immeasurable problems. I can not sleep and fear the worst. Banking representatives have assured me that my credit and mortgage account are not affected. I fear Wells Fargo Bank is going to take action by foreclosing on my home although the errors are due to Wells Fargo Bank 's Mortgage Loan Processing System. On XX/XX/XXXX, I made an additional effort to make my XXXX mortgage payment. On Monday, XX/XX/XXXX, I personally took time to go into the bank, which is located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I spoke with a Banking Representative whose name is XXXX XXXX At that time, she advised me that a stop payment was in place and in turn, she removed it. On XX/XX/XXXX, I spoke with XXXX XXXX, Wells Fargo Bank Mortgage XXXX, she assured me that the XX/XX/XXXX payment processed. On XX/XX/XXXX, a banking representative contacted me and assured me that the issue would be investigated. This matter needs to be resolved immediately. I am a service connected XXXX, veteran and am just able to meet the monthly mortgage payment. Now, I am making a full monthly mortgage payment in addition to the {$1200.00}, which is over $ XXXX/monthly. I can not sustain the payments and the banking system is causing a financial and emotional hardship.

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