Consumer complaint received 2025-08-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I have two mortgages both managed by XXXX XXXX and payments are set up to go automatically from Wells Fargo via the XXXX XXXX service. Both accounts at XXXX XXXX have the same mailing address. Account ending in # XXXX receives payments in about 1 day period. Account ending in # XXXX receives or sometimes does not receive payments sent via the same XXXX XXXX service at Wells Fargo. 
For example, payment for XXXX month was sent on XX/XX/XXXX ( screenshot from Wells Fargo transaction history in attachment XXXX, {$2400.00} payment ) but was not received until XX/XX/XXXX ( statement from XXXX XXXX, late fee charged on XX/XX/XXXX for missed payment that was due on XX/XX/XXXX ). XXXX XXXX charged me later fees. Back around XX/XX/XXXX I was calling XXXX XXXX and Wells Fargo checking why the payments was not received, Wells Fargo claimed that you did send money and washed their hands off, XXXX XXXX claimed me that I never paid and charged me a late fee ( XXXX XXXX statement is attached ). Eventually XXXX XXXX found the money, and later Wells Fargo apologized for delaying the payment ( attached ). In XXXX the same problem is repeating. Wells Fargo deducted money from my account on XX/XX/XXXX to make a payment ( attachment XXXX ) but as of XX/XX/XXXX, XXXX XXXX did not receive any payment and charges me late fees ( attachment XXXX, XXXX from XXXX XXXX online account showing the last transaction being as of XX/XX/XXXX, late fee charge and no payment in XXXX plus the highlighted text about late fees being charged ). 
Wells Fargo claims that it takes XXXX business days to deliver the payment ( attachment XXXX ). For example, if XXXX setup a payment today on XX/XX/XXXX, Wells Fargo says it will be delivered by XX/XX/XXXX. ( attachment 3, screenshot from Wells Fargo XXXX XXXX ) In XXXX and today I requested XXXX XXXX to transfer my mortgages to a different mortgage servicer because they are not posting payments after they are received. They refused. Attached my chat communication with XXXX XXXX in XXXX about late fees. 
XXXX XXXX called me today looking for the payment, I explained the situation, they suggested to call Wells Fargo together so we did. Wells Fargo requested that XXXX XXXX puts a call on hold for a minute so that Wells Fargo can identify me. XXXX XXXX did so and after about a minute connected back but never spoke a word although it appeared as if they were listening in but did not reply when I asked them to speak up, and disappeared from the call. Wells Fargo forwarded my call twice to a different person and eventually they disconnected me without resolving the problem. In XXXX I spent about XXXX hours on the phone with Wells Fargo and XXXX XXXX dealing with this problem. Add few more hours for XXXX already. 

The same problem is happening to another mortgage service provider. The payment was sent through Wells Fargo XXXX XXXX on XX/XX/XXXX, but funds were not received as of XX/XX/XXXX. 

All XXXX XXXX payments are scheduled early enough to avoid late fees which start on XXXX of the month. 

As a consumer I dont know who the culprit is here Wells Fargo XXXX XXXX XXXX XXXX XXXX to blame Wells Fargo because they admitted having problems in XXXX and payment that was send to RF mortgage also disappeared although money were deducted from my account ( attachment XXXX ). 
Note, that I have been using XXXXXXXX XXXX service from Well Fargo for multiple years by now to pay XXXX XXXX. I made no changes in XXXX and worked without problems until then for many months.

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