Consumer complaint received 2015-12-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
It was set up as automatic payment till XXXX. I stopped the auto pay ; I started calling to pay by phone authorizing them to take it from the bank. The problems started, eventhough I made payment on time, there was a negative report on XXXX for two month, it was OK till XXXX, XXXX, I made a payment from the same bank that was paid all of those years, the same account number, but for some system problem I was told, my payment was rejected and the computer I was told was trying to get paid from a bank I never authorized them, many representative tried to correct it but failed, every payment I made I get conformation number, by XXXX, XXXX, I found out the money was still at the bank, now it is two month, I made two month payment on XXXX that includes XXXX, I was told this will not happen again it will be corrected. But at the same time they reported negative report to my credit history, eventhough it their fault. 

Recently after having many problems on my mortgage payment, i was told that they are serving XXXX XXXX ; they are not my mortgage holder. It was new news to me. I then requested information about XXXX XXXX to contact them, the representative or the supervisor XXXX XXXX was not willing to give it to me. 

I requested help on XXXX, that i am paying very high interest rate that is affecting my bank account that I requested if there is ways to lower my mortgage payment, all I got was transferred to a department that is telling me my option is only to refinance. But this information was deceptive. 

The problem is that wells Fargo in order to get me have refinance with them or modified my loan for unexplained high payment, every information that helps me to choose the best modification plan that is given by XXXX XXXX was withheld from me, I was treated as an ignorant according to their mind set.. 

Problem started with my payment getting rejected, on XXXX, and XXXX XXXX I was told there was a system problem, I patiently waited for the problem to get fixed, but on XXXX XXXX there was another problem, this time every payment I made was reversed as unpaid and reported to the credit bureau as un paid, evernthough I was told, they are investigating to found out why the payment was reversed as unpaid. 

The problem with the system continued on XXXX, XXXX and XXXX XXXX, I spent more than XXXX hour to make sure the payment was not rejected, while this problem was existing now another problem ; the rooting number was changed, the account number is still the same the bank is the same, but different rooting number, I paid as usual, the representative made sure to verify all the information, after that a confirmation number is given to me, but payment did n't went through, k new nothing about it till I check with my bank and I called to notify wells Fargo why the money is still in the bank? This time definitely, every payment I made was reversed as unpaid from one month to the other month, and I was told investigation will be done I will be contacted, XXXX was supposed to check the recording if the mistake was by me or by the representatives, he kept me waiting more than a month and no solution, I contacted XXXX XXXX, I explain the situation, she said I will take care of this, and I ask her to take the payment for two month, she did on XXXX, XXXX, she gave me a confirmation number, I thought my problem is solved no, the next day, the payment was reversed as unpaid. Every payment i made was reversed as unpaid and reported to credit bureau as un paid that harmed my score very bad ; XXXX or XXXX XXXX are not solving theXXXX was assigned ; he was supposed to listen to the recording and get back to me and fix it. No he did n't he chose to protect wellsfargo 's reputation. This person did unsinkable, he added XXXX penalty to my mortgage payment, and

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation