Consumer complaint received 05/16/2016 about Mortgage (VA mortgage) with WELLS FARGO & COMPANY (CA).
Issue: Loan servicing, payments, escrow account

Complaint: Subj : Request for ( Good Will Adjustment ) from Wells Fargo Home Mortgage Removal Late Payments from Credit Report I am a XXXX veteran that served in the XXXX from XX/XX/XXXX to XX/XX/XXXX. XXXX. I am continuing to serve veterans as An XXXX and XXXX. Many of whom are not only struggling with XXXX and XXXX but are XXXX as well. As I work with my veterans I empathize with their struggles and the lack of empathy from our society as it relates the them and their quality of life. 

In XXXX XXXX I answered the XXXX and transferred from XXXX XXXX XXXX XXXX XXXX to XXXX XXXX VA in XXXX. Due to transfer and move cross country as well as extensive renovations per request from property manager for Rental of property at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This letter also explained that I had constant communication with Wells Fargo and was advised that these payments were not going to be reported as late. My wife and I are currently renting an apartment, and we have the children that live with us. Current lease is about to expire. We started the process of having a home built here in XXXX and had a schedule closing For XXXX XXXX. During the underwriting process we were informed that we had late payments on the Wells Fargo Mortgage, which was surprising to me being that on more the one occasion I was told by Wells Fargo Representatives that late were not going to be reported. Our builders and Loan representatives insured us if Wells Fargo would remove the late payments we could continue our process and close as scheduled. 


I faxed a letter to Wells Fargo Home Mortgage on XXXX/XXXX/XXXX requesting forgiveness and removal of all rolling late payments from my credit reports XXXX XXXX to XXXX XXXX. This letter explained the reason for late payments due to transfer and move cross country as well as extensive renovations per request from property manager for Rental of property at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This letter also explained that I had constant communication with Wells Fargo and was advised that these payments were not going to be reported as late. 

I called Wells Fargo on XXXX/XXXX/XXXX and verified that the letter was received. I spoke with a representative by the name of XXXX XXXX. He advised me that my request would be forwarded to department that handles these request. I received a phone call from XXXX XXXX XXXX, with a message stating she would be working on my request. I returned the phone call left message with XXXX and spoke with another Representative that assured me that XXXX would be calling back. I spoke with XXXX on XXXX/XXXX/XXXX and she informed me that she would be calling me back in 5 business days with final results of my request. I did not receive a phone call back so I called XXXX back. When I spoke to her she stated Wells Fargo would have an answer for me on or before XXXX XXXX, XXXX. I continued with walk through in new home with the expectations that this matter would be resolved on XX/XX/XXXX as stated. I took time off work so that I could be available for walk through and get information to loan officer so we could proceed with closing. I called Wells Fargo and they did n't have an answer and stated. When I called wells Fargo they informed me that that matter was not resolved, however they would resolve this issue by XXXX XXXX, XXXX. I was very upset and asked to speak with a Supervisor and I did. This gentleman was very rude and did not hear my concerns at all even though I took my time and explained what was happening. His response to my concerns where " So you are saying you were robbing

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