Consumer complaint received 2017-09-14
Company: WELLS FARGO & COMPANY
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/17 Icame home to a notice on my front door that stated the home had been inspected by Wells Fargo and deemed to be vacant. There was a phone number to call if this information was incorrect. Within 5 minutes of getting home and reading the notice I called the number provided and let them know that the home was not vacant and had never been vacant. At that time I was told we 're sorry for the confusion and we will make note of that in our system. I figured the problem was taken care of and I moved on. A couple of weeks later I received another correspondence from Wells Fargo which again mentioned that the home was vacant. I called them again informing them the home is not vacant and I am living here paying you mortgage money every month, please fix the problem .I informed them that I was very concerned about coming home and being unable to get into my house because the locks were changed which is exactly what the first notice that was put on the door on XX/XX/XXXX said they would do if I did not otherwise inform them that the house was occupied. Again I was told that they would take care of the issue. This was now XXXX and on XXXX XXXX I received a refund check along with a notice of cancellation for my homeowners insurance from the XXXX. I was confused and called them to find out who authorized the cancellation of the insurance because I did not. They told me Wells Fargo sent them a notice that the property was no longer owner occupied and that the water and electric were shut off. When I told them this was done in error please reinstate the policy I was told we ca n't do that until you send copies of utility bills to prove you live there and the utiliities were still on. At this point as far as I 'm concerned this is an issue created by Wells Fargo that they need to fix. I then called Wells Fargo yet again and inquired who told them that the house was vacant and the utilities were off. Well apparently the inspector they supposedly sent out determined that. I question whether he even came out to the house because there are numerous outdoor outlets that all he had to do was plug something in to see that the electricity was on. As for the water there are 2 outdoor spickets all he had to do was turn them on to see that the water was still on. Instead he lied and caused a huge problem for me. I told them they needed to work with the insurance carrier and get my policy reinstated I 'm disabled and on top of that I am currently going through XXXX issues and getting ready to have XXXX so I did not create this problem they did and they need to fix it. Their response was basically we ca n't do anything about it. I asked to talk to a manager and that went nowhere until finally I was transferred to some executive something where they said that it would take 24-48 hours to assign a case manager to research the problem and get back to me. I did not find this acceptable and told them I wanted a call back within 24 hours to let me know where we were at in the process. The person who said he would call me back never did which is bs since he promised he would. I did receive a call from a XXXX XXXX saying that he had been assigned the case and he would look into it and let me know what was going on. I told him I know whats going on you lied to the XXXX got my policy cancelled and now you need to get it reinstated.. Again another delay he had to thoroughly research this and he 'd get back to me. After dealing with this XXXX XXXX and probably at least 5 other people last Thursday XX/XX/17 XXXX called me back and told me that he finished his research and that according section blah blah blah of my mortgage contract Wells Fargo can inspect my property at any time.so as far as he was concerned they were n't going to do anything too bad I 'm closing my file and you need to take care of this yourself. I told him that the question had nothing to do with whether Wells Fargo has the right to inspect the property as far as i 'm concerned they can be out here inspecting it everyday but what they ca n't do is lie about the status of the property putting my homeowners protection, which I am required to have, in jeopardy. What that inspector did was not do his job and then Wells Fargo lied to the insurance carrier they committed fraud. Because at that point it was painfully obvious that they did not even check if the utilities were on. I asked to speak to his boss and was informed that there was no one else I could speak to the phone call and inquiry ended with him. I asked for his supervisors name and again was informed there was nobody above him and the file closed. Basically XXXX you and good bye. I called the insurance company again and after jumping through a ton of hoops I got the policy reinstated quite frankly not my job to clean up Wells Fargos fraudulant XXXX. I called Wells Fargo back again to make sure that their records do not reflect that the home is vacant and the utilities are off because physically I ca n't spend another three weeks to a month cleaning up after Wells Fargo if they do this again. Nobody could help so of course I was transferred to the same executive whatever department and spoke to XXXX XXXX who informed me that another case manager had to be assigned to investigate the problem and that would take 24-48 hours that was last Thursday or Friday and I have n't heard a word from anyone. Obviously though XXXX XXXX lied to me that there was no one else I could talk to about this situation because I talked to XXXX. As I explained to him Wells Fargo has no problem taking money out of my account every month but refuses to fix problems they create and refuses to let me talk to a supervisor when I 'm not satisfied with a response. That is bad enough but when they lie and basically commit fraud why is first of all that even acceptable. Last time I looked fraud was illegal and when that inspector chose not to do his job and take a shortcut this went from just a clerical mistake to a conscious decision to lie. With that conscience decision it is not my responsibility to even lift a finger to get this mess fixed. I deserve restitution for all the time effort and aggravation I 've dealt with due to their lies and am stilll dealing with. I need something in writing that they have corrected their records as well as an apology for all the XXXX and garbage that I have had to deal with since XXXX. Quite frankly considering the number of hours I have spent on this problem I should be paid at the same rate as all these people who were supposed to be fixing this. Instead they do nothing get paid and I get XXXX Just because Wells Fargo holds the mortgage does n't give them the right to lie cheat and steal. Knowing their recent record of unethical if not illegal behavior and the restituition they are paying out to millions of people is this just another unethical shady scheme to make more money. Because as you know they require that I carry homeowners insurance and if I do n't they will take it upon themselves to force me into their high risk high cost policy so they make more money. I want answers and I need to know that this will not happen again. How is it at all legal for them to do this kind of XXXX. To make a conscious decision to lie about the status of the property and make my life a living XXXX there has to be some sort of retribution against Wells Fargo for the the consumer.. Who would have been responsible if something had happened to this house and my insurance had been cancelled under false pretenses who would have been responsible then.I need help and I need to know that Wells Fargo is not just walking away with no consequences. How many other people have they done this to and how do I know it is not going to happen to me again next monthl.

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