I have heard so many negative comments about Wells Fargo Home Mortgage but I actually experienced an incident today which made me understand what people mean. The incident really concerned me because my mortgage was sold to them just two months ago.
Okay, here is what happened. I made sure that I sent my mortgage payment in ample time for receipt by the company so I was extremely surprised to receive a phone call from them. I contacted them and ascertained via their automated system that my payment was not received.
I then bypassed the rest of the automated system and spoke to a customer service representative who explained to me that my payment had not been received. First and foremost, I explained that I had read negative reports about the company and that I was concerned about the fact that they had not received the payment.
Unfortunately, the representative was very unpleasant and took offense at my stating that I heard negative reports about the company. He then became very defensive, took my statement personally, and keep saying that 'he just worked for the company.' That was weird and unexpected. If you work in customer service, I would think that you would know how to deal with customers, even irate customers, if he felt that I was irate.
I then called back, spoke to another representative, and found out, to my amazement again, that they had received the payment. The payment was pending in their que. I then asked to speak to a supervisor.
When I spoke to the supervisor, I explained that I was concerned that the first representative gave me incorrect information and provided poor service. Another concern that I stated was that I was contacted when the payment had been received and when the payment was not officially late until tomorrow.
She stated that the initial representative worked in collections and did not have access to the fact that my payment had been received and was pending. When I questioned why a collection agent would be calling me prior to a late due date, she backtracked and said, 'well, he really was not a collection agent.' Well, he either was from collections or was not; her statement to me was like being kind of pregnant.
I told her that that was problematic because I was about to make a payment via the phone which would have meant that I paid twice this month plus I would have paid an additional fee for paying over the phone.
I corrected out my individual issue but my concern is for people who believe the automated system which called me and showed that I had not submitted a payment. Plus, a person who is concerned about not being late with a payment would have paid the first customer service person only to find out that a double payment was made. I think that this was a planned attempt by Wells Fargo Mortgage to frighten customers into paying extra and gratutious fees.
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