Wells Fargo HELOC:Settlement Attempt, Improper Chargeoff, Executive Office's Amber Hicks, & BBB Complaint

[DecentHuman]

Has anyone ever tried a Better Business Bureau complaint to incentivize Wells Fargo to do the right thing? If you look up Wells Fargo Home Mortgage on the BBB site it says out of 1781 customer complaints in the past 36 months, 1468 were "resolved," meaning "the company resolved the complaint issue." That's 82%!

I just filed a BBB complaint today. In the middle of negotiating a settlement my HELOC was improperly charged off.

My representative, Kirsten Cusano, who was otherwise well-intentioned, failed to properly deduct my January payment from my bank account and failed to properly schedule my February 28th payment in the computer. So even though I authorized the January payment, made the February payment, and was told by Josh Clark and Chris Suit that the mistaken chargeoff was reversed, it was not reversed and instead was sent to Recovery, which is unable to contemplate the settlement we were negotiating.



In addition, letters from payment processing show that Wells changed the application of my 2/27/10 payment from 2/27/10 to 3/31/10, facilitating the chargeoff.

Wells Fargo has not acknowledged an obligation to correct the problem, even though
a) the chargeoff was due to staff error
b) the improper inputting of payments into the computer existed from 1/28 - 2/27, and was never informed to me
c) I made the February payment a day BEFORE it was scheduled
d) two employees stated to me the February chargeoff was reversed, and
e) it appears payment processing assisted in charging off my account by questionably changing the application of my 2/27/2010 payment to 3/31/2010! (I received two letters from pmt processing the same day indicating the two different application dates.)

I contacted the Executive Offices and Amber Hicks is supposedly working on this, but I get the impression she is more interested in blaming me and defending Wells Fargo.

It is frustrating because my first mortgage is in foreclosure and has already motioned for a summary judgment, so time is about to run out. I can't keep the house without settling with Wells. Meanwhile, I sent them a copy of my paid bankruptcy fee agreement with an attorney, so their lien stands to be wiped out in foreclosure, then the debt discharged in bankruptcy, but they either don't care or don't believe me.

[Garry]

I don't even know what to say DH, that sounds like a pretty big mess. Hope it all works out for you.

[Skipy33]

Has anyone ever tried a Better Business Bureau complaint to incentivize Wells Fargo to do the right thing? If you look up Wells Fargo Home Mortgage on the BBB site it says out of 1781 customer complaints in the past 36 months, 1468 were "resolved," meaning "the company resolved the complaint issue." That's 82%!

I just filed a BBB complaint today. In the middle of negotiating a settlement my HELOC was improperly charged off.

My representative, Kirsten Cusano, who was otherwise well-intentioned, failed to properly deduct my January payment from my bank account and failed to properly schedule my February 28th payment in the computer. So even though I authorized the January payment, made the February payment, and was told by Josh Clark and Chris Suit that the mistaken chargeoff was reversed, it was not reversed and instead was sent to Recovery, which is unable to contemplate the settlement we were negotiating.



In addition, letters from payment processing show that Wells changed the application of my 2/27/10 payment from 2/27/10 to 3/31/10, facilitating the chargeoff.

Wells Fargo has not acknowledged an obligation to correct the problem, even though
a) the chargeoff was due to staff error
b) the improper inputting of payments into the computer existed from 1/28 - 2/27, and was never informed to me
c) I made the February payment a day BEFORE it was scheduled
d) two employees stated to me the February chargeoff was reversed, and
e) it appears payment processing assisted in charging off my account by questionably changing the application of my 2/27/2010 payment to 3/31/2010! (I received two letters from pmt processing the same day indicating the two different application dates.)

I contacted the Executive Offices and Amber Hicks is supposedly working on this, but I get the impression she is more interested in blaming me and defending Wells Fargo.

It is frustrating because my first mortgage is in foreclosure and has already motioned for a summary judgment, so time is about to run out. I can't keep the house without settling with Wells. Meanwhile, I sent them a copy of my paid bankruptcy fee agreement with an attorney, so their lien stands to be wiped out in foreclosure, then the debt discharged in bankruptcy, but they either don't care or don't believe me.

Do you have an update on this situation?

[DecentHuman]

The Better Business Bureau had Wells Fargo and I email responses back and forth to each other three times. In the end, there was no agreement, but the BBB decided WF had done all that could be expected of them. As a businessperson, I have noticed that the BBB seems to take the side of the business in unresolved disputes.

[TomEason]

The Better Business Bureau had Wells Fargo and I email responses back and forth to each other three times. In the end, there was no agreement, but the BBB decided WF had done all that could be expected of them. As a businessperson, I have noticed that the BBB seems to take the side of the business in unresolved disputes.

That's because the BBB is not a regulatory agency, but is supported by fees from businesses. I recommend you never rely on the BBB for any real trouble. They're good only for checking for prior complaints when doing due diligence prior to using the services a business.

[ugh_2009]

You can also file a complaint with OCC on their website - http://www.occ.gov,

Be warned though, the executive office person might stop working with you once a complaint is filed; but the bank (wf) has to respond by law.

ugh.

[ugh_2009]

File a Complaint about a National Bank

[stonewaves]

I filed an online complaint with the Comptroller of the Currency November 8, 2010. I received a 3-page letter from Wells Fargo on December 1 (letter was dated November 24). The outline of the letter is that Wells was right in their handling of our Forbearance Agreement and we were wrong. Shae Schroeder-Ernst, Executive Mortgage Specialist, Office of the President, Wells-Fargo was incorrect when it came to computing our business revenue. Way off, like 3 times the amount we actually made. This letter didn't resolve our situation and we remain in negotiations with the bank but 1) at least the OCC heard from me 2) Wells was forced to answer 3) I have an actual letter from them indicating how they are messing with us. Don't be shy, don't be embarrassed - these guys are sharks and as long as we keep quiet they will get their way with all of us.