Wells Fargo Home Mortgage - Worst payment processing procedures I have ever experienced
PALATINE, ILLINOIS -- Wells Fargo purchased my mortgage years ago, and I have never made a late or incorrect payment in the past. They have messed up my escrow account in the past (that is a separate issue....): But this year, I made a simple check-writing error that has turned into a bureaucratic joke.
In June 2013, I mailed in my July mortgage payment (which was not actually due until 7/15). I mistakenly left off the words "two hundred" in the dollar portion of the check (although the number portion was written correctly); so it looked as if the written dollar payment was $200 too low. Even though I had submitted an inconsistent instrument, Wells Fargo cashed this check on July 2 for the written dollar amount, which was $200 too low; but they did not notify me in any way of the problem with my check.
Three weeks later, on July 24, I got a "robo call," requesting me to call in to Wells Fargo customer service. I called in, and was informed of the error at that time (really?? It took them three weeks?). The representative told me that I could make the $200 payment-due over the phone or on the web for a $20 fee (what a complete rip-off), or I could mail it in as long as it was received by July 31. I was further informed that if they did not receive the additional funds by July 31, they would contact the credit bureaus to notify them of my "delinquency."
I told the representative that I was mailing the $200 immediately (so it should be received by 7/31), and I that I fully expected that no fees or penalties would apply, as it had taken them almost a full month to notify me of the issue.
Later that same day, I received ANOTHER call to talk about this; and then on the next day, July 25, I actually got a call from a Wells Fargo collections agent! She told me that I would continue to be called by collections until the check was received! The situation is so ludicrous: They don't contact me for three weeks after cashing an inconsistent check, and now suddenly I am being hounded by their collections agency every day, when they could have settled it with a simple phone call on July 2?
I should mention that when I made this same type of error on a utility bill payment several years ago, I received a call immediately and it was straightened out over the phone. What kind of a bank doesn't have a clear-cut policy for notification when it comes to inconsistently executed instruments/checks?