One of our properties is mortgaged with Wells Fargo Home Mortgage. Now, I should mention that there is nothing special about this loan. It’s not an ARM or a second mortgage or even sub-prime, it’s just an investment property.
From day one, every time I have had occasion to call into their customer support department, I am treated like a total degenerate. For some reason, Wells Fargo must consider my loan “less than desirable” and I have no idea why. It’s a normal 30-year fixed totally run-of-the-mill loan.
When I first call in, their phone system front-end asks for the loan number which is normal. What is abnormal is that I automatically get routed to the collections department. Bear in mind that I have NEVER made a late payment in the two years I have had this loan. Next, I am greeted with the disclaimer from the rep that “this is an attempt to collect on a debt and any information gleaned from this call will be used for that purpose” or words to that effect, which automatically raises my hackles.
When I inquire as to why I am speaking with the collections department, they don’t seem to know but continue with the following line of questioning:
They want to know why my payment is running late this month. Now, keep in mind, like most mortgages, the payment is due on the first of the month and considered late on the 16th. I mail my payment on the 9th so that it gets where it’s going at most by the 14th. So basically, IT’S NOT LATE.
Then they ask me where I get the money to pay this loan. (WTF?) They want to know if it’s income from a job or investments or taxes. (again WTF!?) What does that have to do with anything? Their ONLY concern should be is that the payment is made and and made on-time. Which it ALWAYS is.
This is something like the 3rd “run in” I’ve had with these people and Wells Fargo persists with this policy. And, of course, when I get a little heated with the rep and make them look up my payment history to show them that I have never so much as paid late, they go into “collections rep” mode and basically stop listening. They can’t even defend their own company’s idiotic policy of hassling their customers.
WTF Wells Fargo? Do you treat all your mortgage customers like this, or is it just me?