Consumer complaint received 2018-03-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
Mortgage facts as I have been informed.

Loan originated with XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX Sold loan to Wells Fargo XX/XX/XXXX *information provided by customer service representative at XXXX onXX/XX/XXXX at XXXX XXXX XX/XX/XXXXXXXX XXXX received call from XXXX  with Wells Fargo Mortgage . I was told I would be listening to a conversation I had requested dated XX/XX/XXXX XXXX and conversation dated XX/XX/XXXX XXXX. Instead they played a conversation from XX/XX/XXXX XXXX. I called back and spoke with XXXX XXXX a Wells Fargo representative who stated he felt I should start there since that is where the problem began. The problem he is referring to is their inability to correctly withdraw money from Wells Fargo banking account. This past XX/XX/XXXXI brought my account current and began weekly withdraws of {$340.00} to pay my monthly mortgage bill. Payments were taken as schedule starting XX/XX/XXXX in the amount of {$340.00} for 4 weeks. On XX/XX/XXXX I had requested that they hold one weekly payment however pull 2 payments the following Friday ( {$690.00} ). After this they were to resume weekly payments. I have had nothing but issues since. They claim that an employee entered in the wrong account number and that is why my payments were being reversed starting XX/XX/XXXX. I have called multiple times on this issue and yet no one can help.

Calls made by me to Wells Fargo relating to this issue.

XX/XX/XXXX XXXX XX/XX/XXXX XXXX   XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXXXXXX They called my XX/XX/XXXXXXXX and XX/XX/XXXX XXXX. There are more calls leading up to this. Their mistakes prompted me to investigate my situation even more. I have been told on multiple occasions that I am current on my account and then the next person tells me I am not. I believe it is their intent to cause such confusion that they will take over my property. I believe this to be true because when we filed bankruptcy in XX/XX/XXXX we never reaffirmed the loan. From my understanding this is not ideal for them. As I said it prompted me to further investigate my mortgage from 1st modification to the 2nd modification the commissioners office assisted in. I called and spoke XXXX  a Wells Fargo customer service representative at XXXX I asked 4 simple questions. When did my first modification process begin? When did it end? When did my 2nd modification process begin? When did it end? These simple questions she was not able to provide clear answers for. She stated that my loan was sold to themXX/XX/XXXX but I had charges on a form I received from Wells Fargo in XX/XX/XXXX. I am including the form for your review. She then sought the help in this matter and came back on the line to tell me, XX/XX/XXXX my first modification began and on XX/XX/XXXX my second modification started. She stated that I needed to contact the Home Preservation Team if I wanted documentation on paperwork I sent to them for both modification. I also requested phone conversations that she stated I needed to put my request in writing and send it out. These dates will prove I was misled from the start. When I first requested aide I was not behind in my mortgage payments. I explained my situation and they stated I needed to send paperwork detailing my income and a hardship letter as well as I needed to be in default. Even after I was in default and the paperwork was faxed in they continued to make claims that I had not handed in the proper paperwork. From my understanding the process is supposed to take 30 days from start to finish and you do not have to be in default. That is why these phone conversations are so important as well as the proof documentation was sent out in a timely manner. If they had done their job correctly I could have avoided all the late charges applied to my account as well as fees assessed including but not limited to all the foreclosure fees. I continue to be misled by this company and I am in desperate need of clarity. I am trapped in a loan I can not get out of. I have lived here over 12 years and I owe more on this house then what I bought it for. The original purchase price was XXXX and when the 2nd modification was written I owed XXXX. Currently I owe over 254K. These are fees assessed that could have been avoided as well as late charges applied because they lied to me about the need to be in default before they could help. They also play games when it comes to my escrow account and this year my mortgage payment has increased approximately {$270.00} a month. When I call for answers they have vague statements and jump to years past causing such confusion I just end up paying it so I have a place to raise my children. InXX/XX/XXXX my monthly mortgage payment including escrow was {$1100.00}. It then went to {$1100.00} in XX/XX/XXXX. In XX/XX/XXXX my payment went down to {$1100.00} and in XX/XX/XXXX it increased to {$1300.00}. Conveniently I can only see back to XX/XX/XXXX. However, when I spoke to the representative he brought me back to XX/XX/XXXX stating the shortage started back then. I can not dispute that because I can not see what he sees. That does not make sense however because if there was a continual shortage why did my payment decrease in XX/XX/XXXX. As you can clearly see their antics are quite suspicious This has become my full-time job. I can not do this on my own anymore. I refuse to let them win. I will not let them take my home from my family and me. I need the help and guidance from your office. Please help us. I will send all the documentation I have regarding fees and escrow. All help is appreciated.

Sincerely, XXXX XXXX and Family XXXX XXXX 1XXXX XXXX XXXX XXXX, MN 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