Consumer complaint received 2019-11-06
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I recently ( XX/XX/XXXX ) completed a Wells Fargo to Wells Fargo refinance. On XX/XX/XXXX, I received a delinquent tax bill in the mail for my school taxes. I immediately went online and then called Wells Fargo Mortgage XXXX to understand why they only paid {$100.00} on XX/XX/XXXX, when my school tax bill was over $ 5k? The woman ( XXXX ) I spoke to at Wells Fargo had to research with the Tax department. She called me back an hour later and said this was an error on their part and they will pay the late charges and fees. She said they looked at the wrong tax amount when verifying with the XXXX XXXX Tax Assessor. I explained that is great they will pay the late charges and penalties ; however we have a bigger issue now as my refinance took into consideration the lower school tax amount and used approximately {$8700.00} of my escrow to payoff my loan. When I closed I was unaware the wrong tax amount was paid on the old loan. All I knew was the school taxes were paid. I would of never of questioned that my Mortgage servicer would of paid the wrong amount. My new loan only had about {$1700.00} moved over to my escrow. They have my taxes wrong on the new loan as well. This error is on Wells Fargos part and is going to cause a major escrow shortage and financial hardship for me as I believe my escrow is going to go up about {$800.00} a month once they pay it on the new loan. If I would of known Wells Fargo did not pay the correct amount on my school taxes for my old loan I would of never of signed those closing documents. The goal for the refinance was to move from a 30 to a 15 year with bringing no cash to closing. I would have requested a higher principal balance to ensure that was the case. I filed a case with the Customer are and XXXX XXXX at Wells Fargo as well on XXXX with XXXX XXXX, Case # XXXX. The man that called me last night ( I did not catch his name as I was at a field hockey banquet for my daughter and dealing with this ) had me repeat everything, had no access to the mortgage systems and told me the notes documented did not align with what I was telling him. He showed no urgency that my school taxes are currently past due and that the penalties and late charges will continue to increase if not paid for the correct amount by XXXX. He was rude, kept throwing timelines of business days at me for researching if this is a Wells Fargo error or not ( it clearly is ). Told me if I did not spend the time repeating everything I had already told them he will need to research with what he had. I questioned his integrity so I asked for his manager to call me back. He told me it will be another two business days for a manager to now call me. I requested before the manager calls me they pull my call recordings from XX/XX/XXXX where I spent over 90 minutes dealing with this matter with XXXX and XXXX. If their notes are not written well, then those call records should be pulled. I need help from the CFPB to ensure this is resolved without putting me in a financial hardship.

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