Consumer complaint received 2019-02-12
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Wells Fargo has been trying to collect monies for a force placed insurance on my home. We have provided them with proof of insurance in the past multiple times and in the present time for them to update their records and remove that fee from our account as we are trying to pay off the existing loan. However we need the correct payoff without those additional insurance fees. It has been over 3 months dealing with them on this issue with no result. They don't even know when that forced policy was placed nor do they have proof that we were even sent a policy nor a bill prior to now. However, after doing some research I have found new evidence today that shows that back on XX/XX/XXXX Wells Fargo sent me a Notice of Right to Cure Default ( Real Estate ) and added late fees, past due payments they claimed we did not pay, along with the forced insurance policy. A response with proof of payment, proof of insurance was faxed to Wells Fargo on XX/XX/XXXX and at that time we should have been cleared of all of those charges. We have dealt with various insurance requests from Wells Fargo and we have complied and provided proof every single time. Also, our insurance agent provided proof of insurance along with contacting them to ensure that they had insurance information and even sent a new policy reflecting Wells Fargo on the policy instead of XXXX ( they had merged/or purchased XXXX ). After my response with regards to the Notice of Default I demanded that I be mailed proof of all issues being cleared up and Wells Fargo mailed us a Verification of Mortgage dated XX/XX/XXXX reflecting our account was in fact in good standing, those fees were removed and payments made that they claimed were not made were already processed by them. That Verification of Mortgage reflected our true balance at the time and showed only 1 late payment for the last 12 months on that year. Therefore, we have more than enough evidence that this forced placed insurance policy issue was resolved immediately and should not be an issue now in XXXX. Aside from the fact that after that Verification of Mortgage we never received any other bills or requests to pay for that forced insurance policy nor did that ever show up on any of our monthly invoices until approximately 3 months ago when we noticed said additional charges on our invoice and then we started to investigate the matter and finally filed various complaints against Wells Fargo. They are trying to collect monies from us that are not truly owed by us. At first they even claimed that that forced insurance policy was done back in XXXX however that was a XXXX account back then and we still provided proof of insurance to them for the year XXXX. We can not seem to get Wells Fargo to understand that this issue is not from XXXX but from XXXX however it was resolved. This is a matter of someone who did not update their system ones proof was sent and now years later they want to collect something they never even paid for. Thank you for your consideration on this time sensitive issue.

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 monetary relief