Consumer complaint received 2018-06-12
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY (CA)

My complaint is with my home mortgage bank Well Fargo. I have spoken with several reps over a course of two months, each time getting different answers. My last conversation was with two employees with the Executive Dept of Wells Fargo. It took them a month and another phone call from me to be told they are unwilling to change their decision and correct their misapplication of funds. This is my story I received a letter at the end of XX/XX/XXXX dated XX/XX/XXXX regarding a disaster relief program. ( Copy enclosed ) I live in XXXX XXXX. I was 4 blocks away from this devastating fire. The letter stated that they were offering a 90 day relief program in which if we couldn't afford to make a payment, we would receive relief from these payments. No late fees or negative reporting. I have enclosed a copy of the letter for your review. 
I decided to take the offer because, even though I didn't lose my home, four of my 11 XXXX clients had lost their home and my income was affected. 
So XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments were not made. In XX/XX/XXXX, I called Wells Fargo to ask what were the next steps. They told me they had extended the program to XX/XX/XXXX. I  told I did not need an extension and I was ready to make my XX/XX/XXXX payment. I also asked them about the 3 mos deferment. They said they would check my loan and let me know if they could defer my payments to the back of the loan. 
I went ahead and made my XX/XX/XXXX payment and did receive a letter stating they had deferred my payments to the back of the loan. There was no mention of what payments or any amounts, very vague ( copy attached ). 
In XX/XX/XXXX, I received an alert from my credit app that my mortgage company had reported a 30 day delinquency against me. 
I called Wells Fargo immediately and was told by the first person that this was correct and then transferred to the home preservation department. I was told from them that the delinquent report should not have been made and she would correct it and send me a letter for future reference in case I needed it ( great, a black mark that I have to explain every time ) I never received letter and the black mark is still on my credit. 
I was told that the disaster relief program was only from XX/XX/XXXX to XX/XX/XXXX.??? 
I tried to explain I didn't get the letter until the end of XX/XX/XXXX. It never mentions dates in the letter, more vague information to confuse the consumer. 
This is what I was told they did and are not willing to change it. 
They began doing the paper work for the deferments I guess in XX/XX/XXXX. If it ended in XX/XX/XXXX,  why did they wait til XX/XX/XXXX? According to the letter I am thinking XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 
They took my " XX/XX/XXXX '' payment and applied it to XX/XX/XXXX and deferred two months XX/XX/XXXX and XX/XX/XXXX to the back of the loan. What?? I asked them if the relief program was only to XX/XX/XXXX, why did you defer XX/XX/XXXX. They told me they were being nice. Ha! 
So, now my XX/XX/XXXX payment is delinquent because they misapplied my payment so I have late charges and a ding on my credit. 
Come XX/XX/XXXX, I paid my mortgage timely but now Wells Fargo says I am delinquent ( because they applied my XX/XX/XXXX payment to XX/XX/XXXX!! ) I am guessing another ding on my credit and another late fee until I make an additional payment! 
I told them all I needed them to do is apply my XX/XX/XXXX payment to the proper Month of XX/XX/XXXX, defer the XX/XX/XXXX payment as promised according to the letter and remove the delinquency from my credit and remove late charge. They said NO can do. 
I am XXXX yrs old, have had a loan with WF since XX/XX/XXXX and am paying 5 % interest for 40 years.