Consumer complaint received 2021-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Hello I am reaching out today because I have nowhere else to turn trying to get resolution to an issue with Wells Fargo. On XX/XX/XXXX of last year I went to the wells fargo site conducting my regular home banking to make sure payments went out for mortgage and other simple banking items. On the page I saw a link that said they would help with covid something and I clicked to read article. At that time there was a note that said there was nothing else I needed to do. Not knowing what that meant I immediately contacted wells fargo and told them what had happened and ask them to do nothing to my account and that I did not agree to anything being done to account and the person said it would take up to 10 days so I assumed nothing had happened. About that same time my neighbor had gotten a home refinance at a rate of 2.8 so as mine is 4.8 I inquired about who he did it with and I called to set refinance in motion not realizing wells fargo has done something to my account. On XX/XX/XXXX I went to check payoff of account because I knew it would be requested at some point and noticed forbearance on XX/XX/XXXX so I called wells fargo and ask them what this was and why and they said I had requested it and again I told them no i did not want it and please remove. ( I have a recording of this call because Ga is a one party state and wells fargo says calls may be recorded ) I was told it would take ten days so ok it would be removed. After that I received a letter telling me they had complete task I ask them and again I called to tell them i did not request that. After that call my payment XXXX Automatically withdrawn from my XXXX retirement pay ) did not get withdrawn so another call to wells fargo and they told me because I ask for the forbearance my allotment automatically ended and I never received any notice of this. I was quite upset with them because now I have to set up allotment again but I did and I made the payment that was due on day it was due so I have never missed or been late for a payment. But, after that I was denied on the refinance loan because my account was required to have 3 or 6 months paid before they would consider my refinance. ( Credit scores of XXXX and XXXX denied loan ) I have beat my head against a wall with these folks for over a year and after more conversations I called XXXX I assume corporate ) and spoke with a person and explained all this ( I have documented and received documents to prove ) and ask for wells fargo to lower my rate out of good faith because I did not cause issue and was promptly told the only way that could happen is refinance with wells fargo but rate would be more. I have attempted to find an attorney and if I do I will ask them in court to remove my payment because this has been nothing but severe pain for a year and no one cares. 21 years in the XXXX and now another 20 working for the XXXX it amazes me how they can just XXXX on customer and not even blink. I apologize for the lengthy note and have more but, that's the just of my issue i would like help with if possible.

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