Consumer complaint received 2017-11-21
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I purchased my home and Wells Fargo is my mortgage holder, my month mortgage payment was XXXX including taxes in XXXX of XXXX I unfortunately had a house fire, being a first time home owner I did n't know how everything works so I called Wells Fargo to report the situation, I was then linked with my home owner insurance who helped us get things back on track, once we got home I received a mortgage assessment review letter stating as of XXXX XXXX, XXXX my mortgage would be lowered to XXXX and the I had an average of XXXX paid to escrow and that it would be sent to me in a check, I called Wells Fargo the next morning because I honestly figured there was some mistake I had been paying the same amount I was told to pay since we bought the home so I did n't understand how I could over pay anything the representative in customer service and in the escrow department assured me there was no mistake and that I could enjoy the money and spend it on XXXX which I did. Conveniently enough something did not sit right with me and in XXXX I started doing some research and came to find out my Township had never reported to my Courthouse that my home was rebuilt and I was again living in it which would explain why the payment was lowered I was paying for land nothing more I called Wells Fargo and explain to them the mistake made, I also took it upon myself to call my tax assessor and find the exact numbers for my taxes and school taxes Etc once I got the numbers I called Wells Fargo and gave them the correct numbers at that point they had assured me the mortgage would stay {$890.00} a month and that they would not reassess me until next XXXX so they said that as long as I kept paying the XXXX a month I would probably be over in my escrow again and receive a check the next year as well however that was absolutely false in fact XXXX weeks later I received a letter stating that in XXXX my mortgage would be going up to XXXX a month when I called now petrified being that I knew I could not afford those payments and asked why my mortgage was going so high they had explained that the initial overpayment escrow check that they sent me was a mistake and that in fact they were not supposed to send me that money also that they had received the new tax information from my text Assessor even though I had already given them the numbers and they said the system automatically generated the new amount that I would have to pay I argued I was told something different but the most that they could offer me was to spread the payments out over 24 months and paid XXXX a month which I agree to and have been paying since this now brings us to XXXX of XXXX where I called them being that I 've been paying more than XXXX in fact I 've been paying XXXX at times XXXX to again get me caught up with my escrow, nevertheless I called in XXXX and ask how much was left for me to pay back in escrow so I could just pay the XXXX as agreed instead of the extra and I was told in XXXX that I had gotten caught up and everything was fine I confirmed it two more times on two separate occasions speaking to a supervisor in escrow as well as customer service and both departments assured me that I had gotten caught up and no longer old back the {$3900.00} I had got XXXX XXXX today XXXX XXXX I received a letter in the mail stating that my escrow is behind by XXXX and change I called and again argued how is this possible being that I was told I was caught up no one could give me an answer! I was transferred from customer service, to collections to some type of escrow Specialists Department that could not answer any questions or even tell me any possibilities of rectifications or ways to keep my home, the most that was said was I will receive a call in 24 to 48 hours from a specialist that may be able to help me understand why this  amount has went up I explain to them I am not interested in figuring out why it went up but in fact more importantly upset being that this was something I proactively tried to handle and was told everything was fine and now yet again another surprise, I am desperately trying to keep my home but honestly there are so many things that no one tells you for instance even though by no means possible was the fire our fault being that we were paid by the insurance company not only did they cancel our insurance but our insurance is five times the normal rate being that we were paid and that 's included in our mortgage as well secondly this escrow situation keeps fluctuating and unfortunately there does n't seem to be much I can do or go on being that I 'm told one thing by customer service and then another thing when I call again or receive mail I have every intention on keeping my house at the same time I ca n't afford for them to keep lying or swindling money out of me.

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 non-monetary relief