Consumer complaint received 2017-05-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
The problem i have is with Wells Fargo Home Mortgage.I have lived at this address : XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX since XX/XX/XXXX with my family and NOT a month that i have missed my payment! Also, i always make SURE that every month, my mortgage payment is paid before the XX/XX/XXXX.  Further and more important also, i normally go to my local bank by the name of XXXX XXXX  XXXX XXXX to withdraw cash and travel to the nearest Wells Fargo Bank and make my payment. Putting roof over my family is the most important priority that i have besides the air that we all breathe! At the end of every thirty days, after receiving the next payment in the mail, i recycle the previous payment. It is a routine that i have practiced for almost sixteen years ; but not anymore. The reason for paying cash is to make sure one hundred percent that we have roof over our head for at least the next thirty days.Also, i have always believed that if anything goes wrong Wells Fargo has both records and duplicate receipts that can be provided instantaneously.Now, i received, letter in the mail by Wells Fargo on XX/XX/XXXX that my XX/XX/XXXX rent was not paid.Meanwhile, i had gone there on XX/XX/XXXX to make my XX/XX/XXXX payment. i thought it was a joke or a dream when i received the letter! i went there on XX/XX/XXXX,  the following day. After inquiring from the wells Fargo Bank at XXXX XXXX XXXX XXXX, XXXX XXXX, Texas XXXX, that was the Bank which i made the payment, the record could not be traced for the payment. The bottom line is since this was made in cash either the Teller or someone has stolen the money. I have requested that we use the cameras to trace who took my money since that is the only practical method of solving this problem.The case is still under investigation, and is being handled by XXXX XXXX, Telephone number : XXXX XXXX XXXX XXXX Ext XXXX. The senior Vice President in charge of the case is : XXXX XXXX. The main reason for filing this case with this respected office is that, recently i called the Wells Fargo Office handling my case to see if they have credited my money, one of the Representatives made a very surprising but also a unwarranted statement that since you paid with cash and you have recycled your receipts, we do n't have any records. In fact, i cited an incident which occurred at XXXX XXXX XXXX when i made a deposit for my wife about six months ago. The deposit amount was {$130.00} and it was cash also. The Teller by the name XXXX made a mistake and entered {$13.00}. When i came home and gave my wife the receipt she discovered the mistake. When we went to the Bank some few hours later the Manager went to the back office checked the cameras and came back with the " DUPLICATE '' and corrected the problem. My question is where is the duplicate of my receipt? If Wells Fargo Bank, the third largest Bank in America, can not find peoples payments after walking to their different Branch Locations, then, i have a real problem calling this THING a Bank.I told one of the Representatives, that as a XXXX XXXX i can provide her with all my clients information since XXXX! Please, can you assist me so that Wells Fargo Bank does not steal my hard earned money because i need that money to pay my XX/XX/XXXX Mortgage payment.I had to pay another payment on XX/XX/XXXX to replace the missing XX/XX/XXXX payment, and may our XXXX XXXX, XXXX, bless you and bless America! My name is : XXXX XXXX XXXX , my contact number is XXXX XXXX XXXX.Also my Loan Number is :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