Consumer complaint received 2022-07-12
Company: WELLS FARGO & COMPANY
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage is through Wells Fargo. Just recently, I noticed Wells Fargo purchased a 3rd party insurance for my condo - going back to XXXX. This additional insurance coverage stayed on my condo from XXXX - XXXX ( three years ). This was fraudulent and baseless because there was never a lapse in my original/existing insurance coverage. Wells Fargo enlisted me in this additional insurance program for $ XXXX/year, so I am owed {$2100.00}. When I complained, Wells Fargo asked for me to provide insurance Declarations page for each year 's worth of coverage, and they would refund ME the {$2100.00}. They know they were wrong and refunded the money - however it went back into my Escrow account. All my conversations were then directed to the Escrow Department, who told me I will only get {$700.00} back. Again, it is illegal to force a consumer to purchase 3rd party insurance and I deserve my money back. 

This complaint gets incredibly worse. Wells Fargo is single-handedly the worst company anyone can ever deal with. You'll never deal with the same person, they tell you that you need to talk to another department, and worse yet - anytime you are making progress in talking to someone, the phone gets cut off and you'll never hear from that person again. When I call back, I need to explain the WHOLE story all over again and the process starts all over again. 

After my initial dealings were with the Wells Fargo insurance department, I called Wells Fargo and requested to speak with a higher level of management. On XX/XX/XXXX, I was introduced to XXXX who identified herself from the Wells Fargo Executive Office. She told me she would start a new case on my behalf, and Wells Fargo would investigate. She was OVERLY nice, almost too nice. It seemed too good to be true, and IT WAS. 

XXXX gave me a direct contact number to reach her at XXXX. Funny situation that arises, that number goes right voicemail. And no voicemails can be left. On XX/XX/XXXX, I was called by XXXX from the Wells Fargo Escrow Department ( who I had never spoke to before ) and he told me that I was entitled to a refund of {$700.00}. He thought he was giving me good news, and had no idea of my dealings with XXXX. When I mentioned my conversation with XXXX, XXXX said there is no case for my complaint on the insurance fraud or {$2100.00} being owed me. WELLS FARGO did absolutely NOTHING to investigate or solve my case. 

What's even worse, is that XXXX doesn't work in the Executive Office. That was a blatant lie and a form of deception. XXXX confirmed for me that the Executive Office is a higher level of management, and that ( if I'm talking to the Executive Office ), then he shouldn't have called me! After telling XXXX my whole story, he told me I am only due {$700.00}. Actually, he said he could DO ME A FAVOR and send me {$800.00}! 

The STORY gets WORSE! In my dealing with XXXX, he got to understand the ENTIRE SITUATION ( how the insurance department owed ME {$2100.00} ), he said he'd escalate to the Executive Office. BUT, we got cut off ( shocking )! and I never heard from XXXX again!! He had my phone number, and could have easily called me back. So to reconnect, I called XXXX 's phone number and extension multiple times. But again, Wells Fargo does this on purpose. They want me to go in circles and GIVE UP! XXXX 's number is ( XXXX x XXXX ), This gets WORSE! After speaking with the fifth person on XX/XX/XXXX, XXXX directed me to XXXX XXXX, who is quite frankly the biggest scam artist of everyone. After 90-minutes on the phone, XXXX XXXX made the situation WORSE! Again, this is Wells Fargo 's deceitful approach to make the consumer give up. XXXX XXXX said she worked in the Executive Office, but she couldn't give me answers. What's worse, is she repeatedly said she didn't want to know what my issue was. In my disgust for customer service, she decided to create CASE # XXXX, which was a formal complaint about Wells Fargo 's customer service. I informed her I wanted CASE # XXXX handled, and not to waste our time on CASE # XXXX. BUT SHE INSISTED, CASE # XXXX would take priority! After wasting 2.5-hours with Wells Fargo - I have no other option but to file a formal complaint here. XXXX XXXX willfully and blatantly dragged my call on without providing ANY form of help or problem-solving techniques. I reiterated that she didn't know my problem, so it would be impossible for her to solve my problem. 

To add to this story is almost impossible, but it get 's worse. I asked XXXX XXXX for my case numbers, but she said her system was down and she'd place me on a brief hold for my case numbers. After a 5-minute hold, I got Case # XXXX She placed me on hold again to obtain CASE # XXXX, but after waiting 15-minutes on hold for this- I was cut off ( I KNOW, SHOCKING isn't it )! And no, XXXX XXXX did not call me back. I never heard from her again. 

This entire experience is incredible. They rob me of {$2100.00} and make no attempt to fix the situation. They lied to me on several occasions! And I have ZERO confidence in Wells Fargo going forward. This is ILLEGAL to wrongfully purchase insurance for someone. 

It's almost inhumane to deal with Wells Fargo. They make this so HARD to get a resolution, they make you want to quit following up.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation