Consumer complaint received 2024-02-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: WELLS FARGO & COMPANY
State: NM

Complaint narrative:
Background : My loan payment schedule was set up XXXX XXXXfirst payment was due XX/XX/XXXX. 
I made two loan payments in XXXX and one loan payment in XXXX. 
With XXXX payment next was not due until XX/XX/XXXX. ///As I made payments and submitted extra funds all monies were held for the monthly payment. The correspondence from WF stated if there is no payment due all submitted funds will go to principal. Making a monthly payment in XXXX when the first payment is due in XXXX all submitted funds should have went to principal. However, WF stated setting up payments using the online system meant the payments scheduled were for monthly payment first. I did not have a monthly payment due. I scheduled monthly, biweekly and weekly payments to no avail. Then I tried to send checks on a scheduled ear marked for principal only- these submission were also held for monthly payments. 

I never missed a payment. Guaranteed by Wells Fargo because, the money that I set up to go to principal only was always held until the next monthly payment due date. With no payment due for that month. Two full payments in XXXX & One full payment in XXXX - Payments were to begin in XXXX. Plus, all the extra funds submitted held for payment. 

The payments were not applied as requested. Furthermore, the due date is always going to be advanced. So, no matter what day of the month I pay - paying every month will always advance the actual " penalty date ''. 

So, Wells Fargo states that loanees should not be paid up more than two months in advance. That does not change the fact that I was paid up three months in advance. & being paid in advance any funds submitted for principal should have gone directly to principal the day received. I started to have checks sent stating for principal only that did not work either. 

Wells Fargo claims that the payments that I had set up were applied according the system settings, used in my online account. Checks are not apart of that online system. AND That put me three months ahead in payments. Making funds submitted for principal only, should have been applied to principal at the time received. Instead of being held to for the next payment. There have been some payments submitted in one month not applied until the next ( year ). So, many visible errors on the online account Wells Fargo employees state is not a problem. In addition there were errors on my tax documents and different information recorded across various statements. Evidenced by the corrected document sent the first year. ( + monthly statements ) When I continually stated that the funds are not being applied as I have ear marked and/or intended, the response was always a repeat : the funds on the account have been applied as set up in the online account system. *Please note this response does not explain away checks submitted stating for principal only. *Does not warrant WF erroneously applied adjustments. 

As a result of Wells Fargo responses and subsequent adjustments all the aggressive payments made to the account were lost. & I have lost the three months paid ahead advantage, lost without missing a payment. 

Wells Fargo continues to state that I have not been harmed by Wells Fargo mishandling of any Wells Fargo account. I feel that the advantage of being three months in front of payments to the account is a loss. I find that having payments held to make a monthly payment instead of applying funds directly to principal when received was a cost to me, ultimately, a lost for me. 

Wells Fargo request to have clarification and more information with every dispute filed. When I accommodated Wells Fargos request the response from Wells Fargo was this matter was previously addressed, this comes without acknowledgement of the extra information provided or the many errors pointed out and/or any follow up questions asked. ( no answers to f/u questions ) Wells Fargo has continually sent the same responses with all errors signed by different representatives, regardless of any follow up or status up date request. Any subsequent dispute filed that is remotely similar receives the same previously flawed response signed by a different representative ; more often than not, has nothing to do with any dispute. 

I made several attempts to have my concerns addressed. I even requested a copy of the complaints and/or disputes I filed. This would have allowed me to point out how Wells Fargo responses do not address my correspondence. I fail to understand how continually sending me all the Wells Fargo responses with the exact same verbiage down to all errors resolves any concern I have. Yet, I was denied a copy of the complaint form that go with the Wells Fargo responses. 

I have the emails documenting the violation of my privacy. I have the letter from Department of Veteran Affairs Representatives stating that the cost of points seemed high ( excessive ). The closing of the loan was dragged out for Wells Fargo employee error and delay. 

Wells Fargo states it has determined there was no mishandling in processing. Yet, I was and continue to be egregious harmed by all Wells Fargo error. I have been targeted and mistreated by Wells Fargo Representatives. Evidenced in the refusal to accommodate XXXX, to include- review and correct all errors especially in correspondence and completing the processing of claims.

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