Report: #577958

Complaint Review: Wells Fargo Bank - Wells Fargo Home Mortgage

  • Submitted: Thu, March 04, 2010
  • Updated: Thu, March 04, 2010
  • Reported By: Casey — Kentucky United States of America
  • Wells Fargo Bank - Wells Fargo Home Mortgage
    PO Box 10335
    Des Moines, Iowa
    United States of America

Wells Fargo Bank - Wells Fargo Home Mortgage No help at all Des Moines, Iowa

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I have had some issues that are closely related to what I have read on this site.  We bought our home in April 2008 and our first payment was due in June 08.  As of July 08 my fiance found out that he was going to be laid off for an indefinate period of time.  We made a couple of payments ok but by Oct 08 we were starting to fall behind.  In Dec 08 we were 2 payments behind and I was very concerned that we were going to lose our home so I called to make payment arragements to try to catch up.  At that time I was told to pay roughly $250.00 extra a month (which was hard since we were having trouble making the normal payment)  but I started sending a little over 300 extra a month.  I was told in January to make the regular payment and start the overpayments in Feb 09 with my last payment to be due in Oct 09.  At the time of this my payments were $1097.59 but I was sending an even amount of $1400.  Which for anyone that has ever gone to school you know this is 302.41 over my payment.  I then received a Escrow Disclosure Statement which stated that I had a surplus of $923.12 to which they had deducted 87.80 in late fees from this to leave a balance of $835.32 and if my loan was current they would send me a separate check for this amount and that my payment was going to go down effective 04/01.  I continued to make the $1400.00 a month payment for 6 months which gave me an extra $1800+ that I thought would go toward my overdue payments.  I then sent a payment of $1360 in Aug 09 which was returned to me with a letter that said I did not have a written agreement with them and they would not accept my Aug payment.  In Sept 09 I called an spoke with someone in the loss mitigation dept and he said I had been removed from the repayment plan and he would set me up on another plan.  I then asked him why I had paid all of that extra money but my overdue payments NEVER lowered to which I never did receive any kind of explination. He did proceed to tell me that I had $712.00 in a suspence account and he would connect me to the CS dept after we were done.  I then gave him all of our information and made a payment by phone for $1200.00 to come out the end of Sept 09.  He asked me to pay $1600.00 a month starting in Oct 09 and ending Dec 09 and that would make me current.  I was then connected to the CS dept and spoke with a man named Richard who told me that after my Sept payment went though I would have appox $827.00 in my unapplied fund account and I could just add enough money to it to make my payment.  In Oct 09 I called CS again and was told that I did indeed have $827 in my suspense account and I made a payment of $800 with a check by phone.  I received a confirmation number and as far as I was concerned I had just made a $1627.00 payment as I had agreed to do.  A week later we received a call from Wells Fargo to inform us that we had been removed from the repayment plan due to we were late on our payment.  I then called CS again and explained what I had been told by another CS rep and was then told that I could not use this "Suspense" or "Unapplied" money to make my payment and that I had only made a partial payment.  I then was sent back to the Loss mitigation dept to discuss how to make my account current.  I then spent hours on the phone trying to get someone to explain to me where my extra payments had gone and the Loss Mitigation Dept told me they did not have access to view my payment history and that I would have to call CS to discuss this with them, but once I get on the phone with CS they say I need to discuss this with the Loss mitigation dept and they tell me to request an Audit on my account and for me to figure it out and call them back.  I have talked to at least 20 different people and still NO ONE can tell me where the extra payments are.  Why my overdue payments never go down. Why when I call in Sept 09 I have $712.00 in my Suspense account, and in Oct 09 I have $827 and in Jan 10 I only have $500.  So where is all of my money?  Is it in someones pocket?  Why do I have a Escrow Surplus of $900.00 but I can't use it to help catch up on my payment?  Why am I being told by one CS rep I can do one thing butI am being told something totally different by someone else in the same dept?  There is no way to contact just one person.  I was told the other day by the CS dept that I can call Loss Mitigation and ask to talk to a Sup and that they can get a copy of my payment history and they have a direct line, so while I was talking to the Supervisior I asked him this and he said No I could not talk to any one person.  he did tell me that he would look into it and call me back.  That was 3 days ago and guess what?!?!?  No return call.  I am at a loss as to what to do now.  If anyone has any suggestions I am in desperate need of some advise.

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