Consumer complaint received 2019-05-29
Company: WELLS FARGO & COMPANY
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had received a statement indicating that my escrow balance was insufficient and my mortgage will increase. In the statement Wells Fargo provided, it shows that after PMI, insurance and taxes, I will have a positive balance of almost {$400.00}. 
XXXX I called and spoke to XXXX. He said there is a state statute allowing them to retain money to protect the customer, if they are ever are short on taxes. I asked him for the statute, so I can research that, but he didn't know it. He then transferred me to XXXX XXXX. She stated that there is a state statute allowing them to retain 2 months additional escrow. When I asked for the statute, she said she would get back to me. 2 days went by playing " phone tag '' back/forth. XXXX I spoke to XXXX and she said she will mail me the statute and it would go in the mail that day. I get home and in the mailbox is a letter with a copy of my loan paperwork. ( I had no idea why this was sent to me ) More calls went back and forth with no resolution, just that XXXX will call me back and they will relay a message to have her call me. There were 2 others woman that I called, but I didn't write those names down. On XXXX I called XXXX XXXX, he would said he would escalate the issue to a supervisor. 
XXXX XXXX ( support specialist ) called me and said she would open a case to investigate my concerns. I asked her to complete it by XXXX, as I would have to escalate the problem to a local news station and/or a consumer protection agency. 
XXXX I had not heard back called and spoke to XXXX, who connected me to XXXX ( support specialist ). I advised him I do not want to leave messages and continue going round and round with people, I want this to be the last call because I am frustrated and want to resolve this, it is stressful, irritating, so he cold transferred me to XXXX 's voicemail. I hung up, called back and spoke to XXXX who got XXXX ( support services ) on the phone. I asked if he wanted to read the notes on my account or should I give him the background, he said " you can do whatever you want '' ( rudely ) ( note this is a recorded line that can verify I am not exaggerating ) I was calm and nice up to this point. He said all he will do is transfer me to XXXX 's voicemail. During this call, he talked over me, refused to get a supervisor on the line and continued to repeat the same line over and over " he will transfer me to her voicemail and she will call you back ''. It agitated me and I got loud with him, frustrated that he was in customer service, but had no compassion for the situation I am in. 
Today XXXX, XXXX called me and said that per RESPA section P, they can take 2 additional months of escrow and hold it. ( attached )  That is why they sent me a copy of my mortgage again, because in it there is a brief mention of RESPA. This is their justification for taking more money. The section they site says NOTHING about taking 2 months additional money. It can't even be interpreted loosely to say that. I asked for a supervisor and after holding a while, she said someone can call me in a few hours. 
It is not right for XXXX to penalize paying customers. This is an " up charge '' that I can only assume, they are banking interest on. It's a disservice to all customers of Wells Fargo. Please help me and so many others that are being nickel and dimed by this company. 
Best regards

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