Consumer complaint received 2026-01-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
Company : Wells Fargo Bank , N.A . 
Product : Mortgage Issue : Trouble with payments/ Incorrect information / Fees What happened : I am filing this complaint due to repeated misinformation and mishandling of my mortgage payment draft schedule by Wells Fargo representatives, which caused financial harm and disrupted my ability to manage my account. 

On XX/XX/XXXX, I contacted Wells Fargo after my account incurred a {$10.00} insufficient funds fee. I explained that my mortgage drafts were not aligned with my paycheck schedule and requested to keep my mortgage payments twice per month while changing the draft dates to avoid overdrafts. I was told draft days could be changed and that changes would take effect within approximately three days. 

I was transferred to a representative named XXXX XXXX. I clearly explained that I did NOT want a lump-sum payment and that my regular monthly mortgage payment is approximately {$920.00}, split into two payments per month. I explicitly requested that withdrawals occur on the 5th and the 20th of each month and dictated the requested dates for all months, including XX/XX/XXXX and throughout XXXX. 

XXXX XXXX did not object to these dates, did not warn me that the system would not allow them, and did not disclose that autopay could not remain active under this schedule. When he initially created a full lump-sum withdrawal in error, I immediately caught it and asked him to correct it. He stated that he did so and led me to believe the changes had been properly submitted. 

Relying on these representations, I reasonably believed my second XXXX withdrawal would not occur until XX/XX/XXXX, after my next paycheck on XX/XX/XXXX. Based on this understanding, I wrote and mailed a {$2500.00} check to my attorney, believing my account would not be debited earlier. 

On XX/XX/XXXX, I called Wells Fargo again and was informed by a supervisor, XXXX XXXX, that the changes I had been promised were not implemented, that Wells Fargo would still withdraw funds earlier than expected, and that an additional withdrawal was scheduled for XX/XX/XXXX a date I never requested, discussed, or authorized. I was also informed for the first time that autopay can not remain active if a payment schedule leaves the account behind. 

XXXX XXXX stated that XXXX XXXX did what any representative would have done, despite the fact that he altered my understanding of what was possible, failed to object to my requested dates, and led me to believe a request had been submitted when it had not been processed as represented. 

My complaint is not that Wells Fargo has system limitations, but that I was misled about those limitations and reasonably relied on incorrect information provided by Wells Fargo employees, resulting in financial stress and potential fees. 

What I want Wells Fargo to do : Review recorded calls from XX/XX/XXXX and XX/XX/XXXX Reimburse any overdraft or late fees caused by these errors Correct my payment schedule and provide written confirmation Provide a written explanation and acknowledgment of the misinformation

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