Consumer complaint received 2018-10-30
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Ive been working on a modification with Wells Fargo mortgage and their national department for almost 2 years now. It was almost final except they couldnt answer one question for me after I signed my first contract. They could not answer why they used my XXXX taxes in a XXXX modification. I was told in a lette ive been working on a modification with Wells Fargo Home Mortgage and their national department for almost 2 years now. It was almost final except I couldnt answer one question for me after I signed my first contract. They could not answer why they used my XXXX taxes in a XXXX modification. I was not even informed of this until after I had signed a first mortgage modification. When I found out what they had actually done when I had a conversation on XX/XX/XXXX with a mediator supervisor by the name of XXXX XXXX, that this it happened and then she try to say oh she didnt know for sure blatantly lying to me I blew up. I am formed her at that point in time I was not going to sign the second mortgage until they explain to me why they had done it when I had given the current information. In addition I wanted them to explain in detail why they kept playing with my escrow and that escalated when I got another escrow statement on my first mortgage in XX/XX/XXXX. 

I filed a complaint with their executive office the first person just closed it without even talking to me on that same day XX/XX/XXXX I had to open it up a second time. That person sent me a letter dated XX/XX/XXXX. In that letter it stated the reason they use those old Taxes was because thats all the information they had, that was untrue also because my housing counselor loaded them onto the Oregon Foreclosure avoidance portal on XX/XX/XXXX. They had at their disposal the current taxes for XXXX XXXX and they also had the current taxes for XXXX XXXX. There was no excuse they used such old taxes on this modification. My opinion is that used it so they can play with my money even more than they have already done. Then of course I got another escrow statement saying I am short in additional {$530.00} but they have never answered about the overage I got in XX/XX/XXXX in the amount of {$430.00}. So I refused to sign the second mortgage until they answered all my questions hear it is now XX/XX/XXXX I have still not received answers all they have done it shift me around between two additional executive by the name of XXXX XXXX and XXXX XXXX. All they did was send me letters every other week saying they were still working on it with no activity whatsoever. I did make another payment at the trial amount in XXXX and in XX/XX/XXXX. I also made three payments in XXXX in the amount of {$410.00} which makes up three additional payments at {$130.00} per month. Now they want to send that account into foreclosure. It wouldnt be there if they wouldve answered the questions on the first mortgage that steel to date have not been answered and if you can see by my prior complaint I sent you a huge spreadsheet explaining what they have done. I have been manipulated like to threaten insulted discriminated against for my XXXX and I am disgusted. They have continued to just ignore my questions and you just continue to make me feel so stressed I am completely sick where I cant even walk down a flight of steps and I should be in the hospital and probably will be there within that week because I cant get to the urgent care a second time. This company is a complete bureaucracy of Fraud and all they want to do is take my home I have tried to do the best that I could and ask him give them the time that they need it but what if they done to me? they have done to me is ignore my questions never answer that and just delayed and delayed and delayed and delayed and delayed White. I have even gotten up to the executive office and still gotten nowhere I have so many emails from them I couldve scream in that XXXX XXXX. theres no excuse at all for putting me off so many months which they couldve had answered in a month 30 days and then it wouldnt be in the situation that I am in now. I tried with due diligence to follow the rules but they did nothing they felt that they were exempt to helping anybody obviously. I spent four days putting that spreadsheet together I will send it again proving to you that they have now tried to take an additional {$1100.00} for me that they arent even due. 


I have made it so difficult even to do a SpreadSheet it was hard its so convoluted the way they make shortages and overages and I dont even put it in the actual billing monthly amount its ridiculous. Thats why they didnt want me to know thats why they didnt want to tell me well Ive had it you can see what Im talking about thats why this account is behind because I refused to sign a mortgage modification for it until they answered my questions and I think I had a reason why and a reason to know what they were doing.

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