Consumer complaint received 2020-09-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I received support from Wells Fargo during the COVID-19 impact and had some issues with them processing transactions on the account. I had been in contact with XXXX XXXX during this period and as indicated during the previous CFPB complaint and we came to a resolution that satisfied what I was looking for in terms of moving two of the payments to the end of the loan. I came out of the COVID assistance program one month early and began making payments on my account in XX/XX/2020. On XXXX XX/XX/2020, I was told to call Wells Fargo to request the payments from XXXX and XXXX be moved to the end of the loan and I made this phone call as requested from XXXX XXXX, and as of XXXX XXXX, the payments still have not moved. Out of fear that Wells Fargo would report the account as delinquent because the noticed indicated that I begin making regular payments on XXXX XXXX, I made an arrangement for the payment on XXXX XX/XX/2020. On XXXX XX/XX/2020, I reviewed the account and noticed that Wells Fargo instead on applying the payment to the account, they placed it in a Hold Status because the account was still showing the two deferred payments from XXXX and XX/XX/2020. I have attempted to reach out to XXXX XXXX on several occasions and have not received any response back. I believe that this notice that they sent me was just to keep me quiet, but in the end, my account will be reported as delinquent because they have not held up to the promise to move the payments to the end of the loan. I feel that I may have to request COVID assistance again because of this and my inability to make the 2 payments at once which is the reason for the request to move the two payments to the end of the loan. I have attached the initial response from XXXX XXXX to this complaint and I have sent an email back to Wells Fargo indicating that I intended to file another complaint against the company. My loan was current at the time of the COVID assistance and now I feel that Wells Fargo will attempt to say that my loan is not current now because of them not applying the payment to the account. I have continued to make payments monthly as I was told and still Wells Fargo either sends the documents to the wrong address repeatedly after me informing them that this was causing a delay and the documents for a partial claim still show that I am moving 3 payments instead of 2 payments to the end of the loan. The most recent documents dated XXXX XXXX were sent to the property address even though I told Wells Fargo that me and my wife were at the mailing address due to my wife being unemployed for COVID and since I was at my military installation where I am assigned. They sent the documents again to the property address which caused a delay in us identifying that the amounts were still showing 3 payments instead of 2 payments for the partial claim. I called Wells Fargo attempted to speak with XXXX and XXXX XXXX and neither were present. I escalated the issue to higher because I wanted to know why I was continued to be asked by Wells Fargo to move 3 payments to the end of the loan instead of 2 payments and no one would explain that to me. I was instead told to  just sign the paperwork and they would fix it. Instead I feel that this is an attempt by Wells Fargo to make me default on the COVID assistance request and have the two payment due immediately or  they will report them was late to the credit bureaus. This is unfair and now I am scheduled to deploy today, XXXX XX/XX/2020 and no one has contacted me yet about correcting this. My wife will have POA to sign on my behalf if they correct the paperwork and send it to my mailing address but again no one can tell me what is the reason behind the repeated issues with Wells Fargo sending the incorrect paperwork showing 3 payments and why do they continue to send it to the property address where we have to send someone to pick the documents up and mail to us. This is very concerning that we continue to have these issues.

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