Consumer complaint received 2018-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
Wells Fargo called me on a Friday night back in XX/XX/XXXX of XX/XX/XXXX. They used terms like " failing to make my payments '', " hurt my credit score '', and " fees and penalties ''. This shocked me because we have our home mortgage payment set up with our credit union on auto bill pay, and we have never, ever received word from Wells Fargo or our credit union that we were short or owed any money on our mortgage. 

I spoke to a manager at Wells Fargo and he had a very difficult time explaining what the fees were comprised of, and even if and when we had actually missed any payments. 

He told me it would take him a few weeks to research this and he would get back to me. This kind of response from him really surprised me since they called me threatening action on something I was not aware of. 
This person 's name is XXXX XXXX and his email signature indicates the following. Executive Resolution Specialist, Customer Care and Recovery Group Wells Fargo Home Mortgage l XXXX XXXX XXXX l XXXX XXXX, IA XXXX Tel XXXX EXT XXXX Well, after a few weeks he did call me back and state it was very difficult to figure out what went wrong, but he had found that back in XX/XX/XXXX, they had taken our payment and fully applied that payment to principal only. He told me our escrow went up during this period and that we were {$62.00} short in our payment. We of course had no idea our escrow went up at that time. 
Since then, and after I had further discussions with XXXX at Wells Fargo, he stated this happened for three successive months, and again, we did not know this had happened because we had no idea our escrow had gone up. 
We never received a letter from Wells Fargo, an email, or even a phone call stating there was a discrepancy. Supposedly, this happened in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX of XX/XX/XXXX. 

Well now as of XX/XX/XXXX, Wells Fargo has sent me a letter stating that I owe them {$3400.00}. They keep using phrasing like I missed payments, and paying late, but my on-line bill pay history reveals we have never missed a payment. The only discrepancy were those three months in XX/XX/XXXX, where we unknowingly were short the {$62.00} difference in escrow. I have told Wells Fargo that I am willing to pay that difference. That would equal {$180.00}, but they don't seem willing to accept this. 

I have told XXXX and Wells Fargo repeatedly we had no idea this was transpiring and I asked them, " why did they not alert us about this issue? '' " Why did they not call, email, or send us a letter? '' Their response to this question was, " well, we did not have your phone number ''. 

I find this kind of action extremely predatory, illegal, and immoral. I need some help and guidance fighting this battle with Wells Fargo. I am hoping the CFPB can assist. 
Thanks, XXXX 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