Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
Subject : Formal Complaint and Notice of Servicing Error Unauthorized Autopay Activity and Misapplied Payments This correspondence serves as both a formal Notice of Error under RESPA and a consumer complaint submitted to the CFPB and relevant regulatory agencies. Borrower : XXXX XXXX Loan Number : [ XXXX ] Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, MD XXXX Date : XX/XX/XXXX ________________________________________ To Whom It May Concern : I am submitting this complaint as a formal Notice of Error pursuant to RESPA ( 12 CFR 1024.35 ) and regarding violations involving unauthorized electronic fund transfers under Regulation E. ________________________________________ Summary of Complaint Wells Fargo Bank , N.A . engaged in improper mortgage servicing practices, including : Unauthorized and incorrectly structured autopay withdrawals Failure to follow or clearly communicate payment instructions Misapplication of payments resulting in artificial delinquency Inaccurate or misleading internal records regarding borrower actions ________________________________________ Key Facts and Timeline XX/XX/XXXX : Autopay was correctly established under a full-payment structure XX/XX/XXXX : I contacted Wells Fargo to modify payment timing XX/XX/XXXX : Wells Fargo issued written correspondence ( Exhibit A ) confirming that autopay would be suspended until XXXX XXXX The correspondence advised that I could make alternative payments but did not clearly explain how or in what manner autopay would resume ________________________________________ Critical Servicing Error XX/XX/XXXX Although Wells Fargo indicated that autopay would be suspended until XXXX XXXX, the correspondence failed to clearly disclose whether payments would resume automatically, in what amount, or under what structure. On XX/XX/XXXX, XXXX days before the full payment due dateWells Fargo unilaterally withdrew only a partial payment, deviating from the previously established full-payment autopay arrangement. This action effectively introduced an unauthorized split-payment structure that had never been requested or authorized by me and was inconsistent with my established payment history. At no time did I authorize Wells Fargo to convert my payment structure into partial or split withdrawals. As a direct result of this unilateral action, my account was placed into an artificial delinquency status, despite my intent and history of making full and timely payments. Although Wells Fargo indicated that autopay would be suspended until XXXX XXXX, the correspondence failed to clearly disclose whether payments would resume automatically, in what amount, or under what structure. On XX/XX/XXXX, XXXXthree days before the full payment due dateWells Fargo unilaterally withdrew only a partial payment, deviating from the previously established full-payment autopay arrangement. This action effectively introduced an unauthorized split-payment structure that had never been requested or authorized by the borrower, resulting in an artificial delinquency. This conduct was neither authorized nor reasonably foreseeable based on the information provided. ________________________________________ Errors and Violations This conduct constitutes : Unauthorized electronic fund transfers ( Regulation E ) Servicing errors, including misapplication of payments ( RESPA ) Failure to follow borrower instructions Deceptive or misleading servicing communication ________________________________________ Prior Attempt to Resolve I previously contacted Wells Fargo to address these issues and provided notice of the errors. However, the response I received was inadequate and failed to address the core issues outlined above, including the unauthorized partial withdrawal and resulting delinquency. Despite being given the opportunity to correct these errors, Wells Fargo did not provide a meaningful resolution, which has made this formal complaint necessary. ________________________________________ Requested Resolution I am requesting that Wells Fargo : 1. Correct my account to reflect that all payments were timely and properly made 2. Remove any delinquency, late fees, or negative credit reporting associated with this issue 3. Provide a full accounting of all autopay changes, including dates, amounts, and internal notes 4. Identify and correct any inaccurate internal records stating that I authorized changes I did not request 5. Confirm in writing that this servicing error has been fully resolved ________________________________________ Exhibits Exhibit A : Wells Fargo correspondence dated XX/XX/XXXX ( autopay suspension confirmation ) Exhibit B : Timeline of events Exhibit C : Contemporaneous notes of calls ( available upon request ) Exhibit D : Payment history ( documented transaction records ) ________________________________________ Closing This matter involves clear servicing irregularities and unauthorized payment activity that caused financial harm. I request prompt investigation and resolution. Sincerely, XXXX XXXX ________________________________________ EXHIBIT B EXPANDED TIMELINE XX/XX/XXXX : Autopay functioning correctly XX/XX/XXXX : Wells Fargo suspends autopay ( Exhibit A ) XX/XX/XXXX : Partial withdrawal occurs XX/XX/XXXX : Full payment deadline unmet delinquency triggered XX/XX/XXXX : Partial withdrawal pattern continues XX/XX/XXXX : Borrower discovers discrepancies XX/XX/XXXX : Borrower forced to manually submit payments ________________________________________ EXHIBIT C CONTRADICTIONS IN WELLS FARGO RESPONSE Wells Fargo states no error occurred, however : Payment records show incomplete monthly withdrawals Representatives provided conflicting explanations : o Bi-weekly vs twice monthly Internal statements contradict earlier admissions by representatives Borrower never authorized cancellation or restructuring of autopay These contradictions demonstrate inconsistencies between Wells Fargos formal response and documented account activity. ________________________________________ EXHIBIT D PAYMENT HISTORY SUMMARY ( SEE ATTACHMENTS ) XXXX : Consistent payments ( XXXX twice monthly pattern ) Account current through year-end XX/XX/XXXX : Single partial payment insufficient to cover monthly obligation XX/XX/XXXX : Continued partial payments XX/XX/XXXX : Manual corrective payments issued by borrower Conclusion : Servicer-created delinquency due to improper autopay structure. Sincerely 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