Consumer complaint received 2025-08-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: LA

Complaint narrative:
MY husband and I voluntarily dismissed our bankrupcty XXXX  XXXX case. The judge considered the order signed on XXXX XXXX ( but actually court was XX/XX/year> with a 14 day period in case we changed our mind. I called the XXXX clerk of court on XX/XX/year> and XX/XX/year> to check if the order of Dismissal had been signed and submitted by the Judge 's office. It had not. On Monday, XX/XX/year> the paralegal in my bankruptcy lawyer 's emailed us a copy of the Order of Dismissal which was signed and filed on XX/XX/year>. My bankruptcy lawyer had told that I would be able to pay Wells Fargo the pre-petition arrears when the case was signed and filed. 
I then scanned and efaxed this document to the Wells Fargo mortgage dept. Afterwards I called Wells Fargo with the intention of paying our arrears in full. The first rep figured the current arrears and said that she would take my payment. I then told her that I needed to call my bank, since the amount was more than my allowed withdrawal per day. Called the bank and had that done. When I called Wells Fargo back I got a different agent in that dept. He refused to take my payment. I then asked to speak to someone above his level. He turned me over to a lady rep and she also refused to take my payment. There system needed to update and it would be two days before they would consider taking my payment. Again I asked for the person above her to ask why would agents working in the same department could not agree on why my payment wouldn't be accepted. This is the fourth rep in the same dept and he also would not take my payment. I also heard in the background the third rep stating that they just received Order of Dismissal in the mail. 
The fourth rep then gave me a case number and phone number for a specialist in the recovery dept. At this point I am very upset because with the delays by the Trustee 's office and Wells Fargo 's Mortgage department is giving them time to get foreclosure paper together again. 
The next day on XX/XX/year> I called the speci ialist in the recovery dept. The lady that answered the phone stated that she was not end and it would be several days before she could returned my called. I firmly told her that I could not wait that long and wanted to talk to her that day. Strangely, the recovery rep did call me back in a few hours. I then relayed the events of the previous day concerning the four reps that could not agree on taking my payment, which does not make any sense at all. She proceeded to tell me that she had to investigate all of this and it would be XXXX XXXX, 2025 before she would get back to me. This was totally not acceptable because they are putting me off and holding me back from paying my arrears in a timely fashion in order to file foreclosure on me. Finally she agreed to call meback this Friday, XX/XX/year> with a decision whether they will take my payment for the arrears. If she doesn't call me I will be calling her. 
Wells Fargo is not trying to cooperate, take my arrear payment or explain why not. They wany my house. We are current with our monthly payment which due on XXXX XXXX, XXXX, which they will take my monthly payment. 
They have totally ruined our lives. My husband is having chest piains from the stree that Wells Fargo is causing us. We both are are having headaches everyday from this stress and non-cooperativeness. It literally doesn't make sense and thet should not be allowed to treat their customers with this type of behaviour. 
All we want is get this settled, pay our arrears and finished out our mortgage contract in peace.WE NEED HELP PLEASE!

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