Consumer complaint received 2017-03-07
Company: WELLS FARGO & COMPANY
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
I was approached by XXXX XXXX at Wells Fargo ( XXXX XXXX XXXX ) to refinance my mortgage in XXXX of XXXX. I agreed to terms, and we had a closing date of XXXX/XXXX/XXXX. I made my traditional payment ( due the first of the month ) for XXXX on XXXX. Soon after, I was told that with my refinancing I would not have a XXXX payment. I told XXXX I had already made that payment, and asked what I should do. He directed me to customer service to get a refund. I called XXXX on XXXX/XXXX/XXXX at XXXX and spoke with either XXXX XXXX or XXXX XXXX about getting a refund. I was told at first that the loan would process, and any refunds would be mailed in 6-8 weeks. I asked if there was a way to get that faster, and the rep said that since my due date had n't come yet, they could just issue me a refund. I asked if a refund would affect the refinancing in any way and was told it would not. The refund was issued. On XXXX/XXXX/XXXX I received a letter dated XXXX/XXXX/XXXX demanding payment of an outstanding balance of {$1100.00} from the previous mortgage, but as a courtesy they had processed the payoff on XXXX/XXXX/XXXX to avoid accrual of interest. I immediately called XXXX XXXX at XXXX and asked about this letter. He told me he would check with his supervisor about it and get back to me. At XXXX he informed me that after speaking with his supervisor XXXX XXXX, my balance with Wells Fargo reflected {$0.00}, and I should disregard the letter. I clarified that it seems like my payoff amount had processed before the refund was issued, and asked if that was the issue. I was reassured that no, it was not and to disregard the letter. On XXXX/XXXX/XXXX around XXXX I received a letter through XXXX demanding payment of the {$1100.00} by XXXX/XXXX/XXXX or legal action would be taken. I called XXXX XXXX again, who was unavailable due to the holiday, and then reached out to customer service. They told me that the information XXXX XXXX and the original customer service rep had given me was incorrect and I needed to pay this amount immediately. I tried to explain the situation, and they said they would open a case and look into it. XXXX at ext. XXXX would be handling the case. On XXXX/XXXX/XXXX at XXXX XXXX called me back to inform me that Wells Fargo could not recover the original phone call requesting the refund because they had no record of it and that the case would be closed and I needed to pay immediately. I demanded to speak to a supervisor, and on XXXX/XXXX/XXXX received a call back from XXXX XXXX, ext XXXX. I gave him the detailed information on the date and time of the original call with customer service, and he said another case would be opened. XXXX XXXX then called me at XXXX on XXXX/XXXX/XXXX and was very confrontational, attempting to turn this situation back on me and saying I should have known what would happen - all the while never confirming that if XXXX XXXX or a customer service rep gave me incorrect information that I should believe them instead. At this point, the only information I have in writing are the XXXX letters demanding payment, as XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX ( who 's last name I never got ) have all refused to put any information in writing about this situation.

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 monetary relief