Consumer complaint received 2016-09-01 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: LA

Complaint narrative:
I was struggling to pay my XXXX mortgage in XXXX, due to bankruptcy on my XXXX as well as medical problems. I had been paying my XXXX consistently for four months when I received a letter from Wells Fargo/ASC to pay {$8300.00} in arrears by XXXX XXXX, XXXX. I paid {$8300.00} dollars in arrears and have continued to this date to make my monthly payments on the XXXX of every month, never late with no arrears. They were receiving my checks and purposely not posting them to my account for two or three months until I would call and ask why are my payments not being posted to my account. Their response was that it was " their mistake '' and they would then post all my payments at the same time, and this happens continuously. 
Fast forward 15 months later to XXXX XXXX, I want to get out from under Wells Fargo/ASC Servicing because I have had so many problems with them posting my payments. I contacted another mortgage company to refinance my loan and was told by that company that my XXXX mortgage was charged off in XXXX XXXX and I needed to present the paperwork of the charge off for the transaction to continue. I had not received any notification from Wells Fargo/ASC nor did they send me any paperwork about a charge off. So I called them and spent a month trying to get answers to no avail. I send them a fax and mailed them a letter on XXXX XXXX, XXXX requesting information about the charge off. I received a letter on XXXX XXXX, XXXX saying they would provide me with results by XXXX/XXXX/XXXX. When I had not received the information by XXXX/XXXX/XXXX I called the numbers that were given to me and two out of three numbers did not work for my account. 
On XXXX/XXXX/XXXX I faxed another letter to Customer Service requesting my account information and reminded them that they were required by Louisiana Statute to supply me with this information upon request. On XXXX/XXXX/XXXX I received a call from XXXX XXXX, who said she was calling from the office of the president, she then says they had sent me a letter on XXXX/XXXX/XXXX and did I want her to read it to me. She began to read a letter that starts with, " we have been trying to contact you. '' After she read me this letter I asked her to send it to me. As of XXXX/XXXX/XXXX I still have not received that letter. What I did receive on this date was the exact same letter as the one I received from them on XXXX/XXXX/XXXX, only this time they said they would provide me with results of their research by XXXX/XXXX/XXXX, not the letter she had read to me over the phone and agreed to send. 
I then faxed them a XXXX request for the information about the charge off. During the course of the conversation with XXXX XXXX she said that I continued to be in arrears which is incorrect since I paid off any arrears in XXXX XXXX and I have proof that I have made every payment on time by bank draft and continue to do so. What arrears? She also said they had been trying to contact me but she managed to call me from the same contact information that has always been in my file. I also receive their invoices every month. I am XXXX and I am always home except for church, so why is she saying that they have not been able to contact me? I would like for them to send me the letter that was read to me over the phone and was supposedly sent to me on XXXX/XXXX/XXXX I do not understand why this information is now scheduled for resolution on XXXX/XXXX/XXXX when you have the letter in your hand. My only request is that they send me this letter regarding the charge off so I can refinance with someone else and be done with their organization. 
They keep giving me the runaround with the letters and the phone calls. They are not posting my payments on time and saying that I am late, they are affecting my credit rating thru no fault of mine. This is slanderous information and I actually believe that they should be liable for their actions. I am requesting assistance.

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