Consumer complaint received 2018-11-01
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
OK this is been going on a long time and this is just an additional problem. On XX/XX/XXXX I had a phone conversation with XXXX XXXX, a supervisor with Wells Fargo home mortgage mediation department She is in the XXXX Arizona office. I told her my intentions of wanting to differ my real estate taxes for this year as they had not paid them at the time of this call. I then sent a follow-up email to her on XX/XX/XXXX where I also sent 8 cc coffee to XXXX XXXX Who is a supervisor in the main executive office in XXXX Texas. I sent another follow up regarding this issue on XX/XX/XXXX. I noticed in my email that I referred to XX/XX/XXXX XX/XX/XXXX ( I am talking about XX/XX/XXXX- XX/XX/XXXX taxas ) that is how Wells Fargo Home Mortgage referred to them on their app in XX/XX/XXXX. XXXX XXXX is a supervisor in the main executive office in XXXX Texas. I sent another follow up regarding this issue on XX/XX/XXXX. I noticed in my email that I referred to XX/XX/XXXX XX/XX/XXXX taxes as that is how Wells Fargo Home mortgage is referring to them on their database app. In my conversation however I am positive that XXXX XXXX understood exactly which year I was referring to as the current year I am past due at this time in XX/XX/XXXX 2 months. Ive received an email from XXXX XXXX, which I could not open because it was from Wells Fargo Home mortgage Encrypted app and it wouldnt allow my phone ( XXXX XXXX XXXX  or XXXX XXXX ) to be approved to read nor could I send one back through that site. The site is called XXXX, so the only way I can send a written reply is through their app which never goes anywhere and nobody ever responds to, Ive tried that in the past year several times. Or to send an email directly to XXXX outside of their app, XXXX XXXX doesnt want to receive them that way, so I am unable to communicate in XXXX by phone and I have no recourse in a phone conversation. I have to send them to XXXX XXXX at the Wells Fargos executive office. On the email XX/XX/XXXX I gave both the contact name and phone number in XXXX County Oregon who assists seniors with tax deferrals. His name is XXXX on the email XX/XX/XXXX I gave both the contact name and phone number in XXXX county Oregon who could assist if needed. 

I then sent another email after noticing a typo spelling deferral incorrectly only to Ms XXXX. That email was sent on XX/XX/XXXX. XXXX emailed me back saying that they couldnt pay me directly for the taxes which I had never asked for. She didnt appear to understand, I told her that Ms XXXX knew about this program.. 

Now here it is XX/XX/XXXX they may now have already paid my taxes and I am not happy as that is not what I requested. In my opinion they have only done this so they can try to take and steal my home. Ive already found examples of skimming on my escrow money. So I felt it necessary to really file another complaint sorry that I have to do this to get the point across and to get someone to hopefully listen, but based on those individuals who work in the executive offices for each entity and their lack of knowledge of even what is going on around them I dont have much faith and having this corrected in a timely matter number one and correctly number two. 

Wells Fargo home mortgage and Wells Fargo WF financial have both consistently delayed and delayed any type of resolution on any of my complaints over the last year plus almost 2 years. I can not believe that they are that stupid not to understand where I am coming from or Wells Fargo Home Mortgage is being very smart and not telling them any information or training them properly. All in all it is very sad for the consumer to have to keep going through this over and over again and getting nowhere. I have supplied documents including my income for XX/XX/XXXX and prior tax documents showing I am on XXXX during that time frame I became XXXX senior Citizen in XX/XX/XXXX. I was told since I was XXXX prior the normal age limit which is XXXX I qualified at age XXXX XXXX for this program. I will be XXXX years old on XX/XX/XXXX in four days. Ive included copies of the emails screenshots Ive included the tax statement and the information on the back with the contact information which I have emailed to XXXX I was told since I was XXXX prior to the normal age limit which is XXXX I qualified at age XXXX XXXX for this program. I will be XXXX years old on XX/XX/XXXX in four days. Ive included copies of the emails screenshots Ive included the tax statement and the information on the back with the contact information which I have emailed to XXXX and XXXX today. I should not have had to go through this for two weeks again their delay when they knew my intentions. Even both herself said she had helped Consumer do this Before when I spoke to her on XX/XX/XXXX so she was quite aware of my intentions there was no excuse if they have paid these taxes. Your prompt attention in this matter is appreciated as theyre trying to and can put me through and Oregon Foreclosure avoidance meeting on XX/XX/XXXX.

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