I purchased a home in October. I used Wells Fargo for the principal Mortgage, and Wells Fargo Home Equity to finance the balance of my home mortgage. I have no complaints about the dealings I have had with the Mortgage group, except I have been trying to clear up a conflict I have with the Home Equity Department and had ask the individual I dealt with on the mortgage side to help me. But it seems because of lack of concern or for some unknown reason, the mortgage group is powerless to help.
Over several months now, I had been being charged a late fee.in several conversations with the home equity department, I was told it was because of the dates that I was posting my payment.
I followed their on line guide lines to a "Tee" and yet almost without exception I would be charged a late fee. (After calling they would refund the late fee in some cases by not all). Not only that but after I had requested my payment date be moved from the 30th of the month to the 15th of the month, and I followed their direction to pay my regular payment on the 30th of the month it was due, and the next months payment would be due the 15th which would only be approx two weeks apart.
I did as I was directed to do. For some unknown reason even Wells Fargo Home Equity cannot explain, they now show me behind a payment and a payment due each month and charging late fees each month. I downloaded their records of my payments from their web site.
According to their records From Nov to July I should have made 21 payments on my home equity loan. According to the same records they have posted on their web site, they show that I have made 20 payments through June, with (#21) July's payment now due (which I have already scheduled to be paid on the 13th of July although my July payment is not due to the 15th. The person handling my home mortgage account in the beginning, had the Home Equity department send her a copy of the record. After looking at the record she wrote the following email to me and I quote:
"Mr.,
I'm sorry for not getting back with you. I've been fighting with our home equity department about this loan. There is clearly some errors that they've made and I'm trying to get them to clear them up.
I have not forgotten about you. (I left her name off the quote). By the way-they refunded two more months late fees.
I waited patiently with no further response. I had called over a month ago when I first saw that they were still charging me with late fees, and showing me a full payment behind, and the person, with the home equity group, who helped me then could not see why they were showing me late. I was promised that I would here from their book keeping department in several days. Over a month has passed and no word what so ever.
I received a voice mail to day, that I had to call the Home Mortgage department and make arrangements to pay the "SO CALLED LATE PAYMENT" or they would post me 30 days late on my credit bureau report.
I called the phone number I was told to call (which was their collection department) and spoke with another lady. After a few minutes she said she found where I had gotten behind. SO, I ask her to show me. She had the same record of payments that is posted on the W F Home Equity web site, the very same record I have. She proceeded to tell me in February when I made that payment, they show on the 9th (which made it late) but I actually authorized it on the 8th and have the confirmation # to prove it, that for some reason unknown to her, it had been reversed on Feb 13th. She then said that the payment for Feb had never been satisfied.
I then ask her to look on the same record she was reading from that showed the payment was reinstated on the 15th of Feb (although they put the entire amount on as interest payment and nothing on the principal). She was unable to explain at that point why then, I was still being shown as a month behind. The person with W F home equity department (her name is Debbie) that left the earlier voice mail said I was behind for June of and to prove it, their record showed that I should have made 21 payments through July and I had only made 20.
So I brought that up to the young lady on the phone, and she checked her calendar. I ask when the first payment was due and she said Nov. I then ask her how many payments were supposed to have been paid from then to now (July). She said 21. I asked her then how many payments did their record show I had made and she said 20, which is indeed exactly what the record shows. So from Nov to July I would have made the 21 payments Debbie said I should have made.
Since I had authorized electronically, a payment from my bank account to pay July's (payment #21) on the 13th of July and it was not even due until the 15th, that makes a total of 21 payments. I continued to try to help her understand although she kept saying "we show you made a payment in June, but that doesn't mean it was Junes payment". I kept telling her, count the number of months the payments have been due until now, then count the number of payments that have been made through June.
20 payments due through June.20 payments made through June. THEIR OWN RECORD SHOWS I AM UP TO DATE WITH EVERY PAYMENT, yet she continued to insist that I needed to make an additional payment to catch me up through June.
The last young lady I spoke, said I would have to make a payment or they would have to report me 30 days late on my credit bureau record. I hung up at that point and tried to reach the person with Wells Fargo Mortgage to ask her to try one more time to get them to straighten it out, but she didn't answer my voice mail, so because I was being BLACK MAILED BY THE HOME EQUITY DIVISION OF WELLS FARGO, with damaging my credit score I called them back and this time spoke with a rude associate by the name of Richie.
I authorized a electronic bank draft for the one payment that W F H.E. Says I am behind, and with that had to pay another $15 fee. That means I have made 22 payments for 21 months. I have asked repeatedly for them to explain how I could be behind when their own records show I am up to date.
I hope there is a lawyer reading these complaints, and looking for a class action suite to file. I would like to be a part of it and file a legal complaint against Wells Fargo Home Equity division.
I don't know what other recourse I have at this point, when they BLACK MAIL YOU by "THREATENING TO RUIN YOUR CREDIT" if you don't comply with their request, even when their own records and their own people cannot prove that I am behind.
I am sick to death with Wells Fargo, and hope anyone and everyone that reads this complaint will think twice before you go to Wells Fargo for any kind of Mortgage financing.
I have all the records from their web site showing everything I have stated to be factual.
Robert
Marion, Arkansas
U.S.A.
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