Consumer complaint received 2017-05-15
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am in repayment for a Chapter  XXXX  bankruptcy and part of that was approximately {$6500.00} that i was in arrears wi th Wells Fargo. Du ring my current Chapter  XXXX ,  Wells Fargo o ffered a loan modification that would lower my mortgage but also role the {$6500.00} back into the mortgage bringing me back to a fresh start with them. During the modification process in  XXXX  of  XXXX , my specialist gave me the new amount to start paying  XXXX  {$1900.00 } ), t hen again in  XXXX  i received a lower amount of {$1800.00} which i have been paying ever since.     In  XXXX , the modification was done and that should have also been the end of  XXXX   XXXX  's relationship with my Chapter  XXXX  Trustee. I received updated Mortgage statements throughout, see attached. The last  XXXX  statement dated  XXXX / XXXX / XXXX  shows me current with a due date of  XXXX / XXXX / XXXX  for the next payment. On  XXXX   XXXX   Wells Fargo r eceived my payment of {$1800.00} and that is reflected on the statement that was printed same day. The  XXXX   XXXX  statement shows me current with a due date of  XXXX / XXXX / XXXX . Believing i am now one month ahead since any money from my Chapter  XXXX  that was in the  Unapplied Funds Balance has n ow been applied at the closing of my modification, i logged into my online account and noticed something very different.     Upon logging into  XXXX   XXXX , it showed my  XXXX   XXXX  payment, but is said that in need to pay {$3700.00} in order to be current and that the payment due was  XXXX / XXXX / XXXX . I c all Wells Fargo  on  XXXX   XXXX  and the rep can not help me, i then speak to  XXXX  in the Home Affordable Department, she can not help me and sends me to  XXXX  in the bankruptcy department.  XXXX  says that she does n't know what happened but i am behind. Since she offered up no explanation i asked for a supervisor. I spoke with  XXXX   XXXX  at  XXXX . She did not understand what happened but she said that my  XXXX   XXXX  payment for some reason had {$190.00} moved to the Unapplied Funds, and since my payment was now not a full payment, it was never applied to my account. She could not explain why the paper statements showed me ahead, but she then asked if i received the check for {$2000.00}, i said no. She then realized that it was sent to the trustee for my Chapter  XXXX ,  XXXX   XXXX . That same amount is what my Unapplied Funds balance showed on the  XXXX   XXXX  statement but was then down to {$190.00} on the  XXXX   XXXX  statement the next day. The concern is that no where on my  XXXX  statement does it show that mone y ( {$2000.00} ) ap plied since it was sent to the trustee for reasons that  XXXX   XXXX  ca n't explain, and no where does it show what happened to the rest of my  XXXX   XXXX  payment other than the fact that they took {$190.00} out for again, some unknown reason.  XXXX   XXXX  was supposed to do some digging and get back to me later in the day with information, she was also supposed to reach out to the trustee. I have now called  XXXX   XXXX  three times last week and have not received any follow-up information. I should also mention that when  XXXX   XXXX  decided to move money out of my payment, i was never contacted that they were doing this and that i would end up behind. I would like to know why the money in the Unapplied funds was not put towards the mortgage and but rather sent to the trustee. I would also like to know after taking the {$190.00} from my  XXXX  payment of {$1800.00}, what happened to the rest of it (  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