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.