Consumer complaint received 2019-04-06
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Let me state to clarify that late payment are due to them kicking out our checking account, telling us we had no balance and we did or we were told were late and overpaid. We have been late but our mortgage is 100 % up to date via how much we have paid. The forced Escrow Account is another story that appeared in XX/XX/XXXX after they failed to pay our XX/XX/XXXX taxes they insisted they were paying. then created the account because we had to recoop the money and were two months late to pay our XX/XX/XXXX payment. Our rate is 2.875 % and these people have destroyed our credit ratings. There is no one who can help us and no one will fix it. 

We have a 15 yr fix rate mortgage with Wells Fargo ( which had been bought from XXXX XXXX in XX/XX/XXXX ). We had a total mortgage of $ XXXX and have made $ XXXX in payments. They have been contacted numerous times in reference to payments not posted. Numbers of principal, and interest numbers changing, Late fee 's not reversed, multiple attempts to resolve with no help, 7 years of making at least one phone call to the company to resolve issues and no response. Lie when confronted on multiple occasions about them calling us ( I have phone records form XX/XX/XXXX to prove how many times they did call ) the list goes on.

We got a lawyer to handle because they want to start foreclose on our home because of forced escrow account they set up when we were 2 mons late paying our taxes. I have made about 60 plus calls to remedy the situation and we are getting a run around. They claim we need to pay them $ XXXX which is the balance of the loan but also XXXX they claim is unpaid loans and taxes and numbers they are owed are no where near what they stated. Simple math shows us what is owed even with the taxes. They lie and tell us we are late making payments then we find we made 3 payments in one month. They upload dates payments were received and they were not received on those days. They even went as far as to tell my lawyer I claimed to be active military. When I told them during hurricane season I was an XXXX XXXX that was being deployed to different states at that time. They do not respond to messages, or call. We have payments they received and never applied. They claim we need to pay them $ XXXX for escrow for insurance ( we have been paying directly to our company ), and taxes. We had XXXX/XXXX credit ratings that have been destroyed. There online service does not reflect what service has. The list goes on to the point where they stated they have been trying to reach us for months. I pulled all my phone records and since we started with them we have proof they have called us maybe 20 times in 7 years. How can their creative accounting be legal? The home we live in is my husbands childhood home. Yes we have been late with me me XXXX XXXX, having and XXXX child and my husband works for XXXX for almost 30 years. All we want is to fix them mess they made and no one will help. How is it far that we should pay more money to this company to save our house when clearly we may only owe a small portion money. This situation got worst when they claimed they were paying out taxes in XX/XX/XXXX no idea why they were fine never an issue. Never paid them and we paid them in full almost 9K in XX/XX/XXXX almost a year later. Please explain to me how if you have a schedule rate that is due and it's fix they can just create math that makes no sense and bully you out of your home.

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