Consumer complaint received 2018-10-30
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have been asking Wells Fargo mortgage since XX/XX/XXXX why they have been playing with my mortgage escrow. From one question to the next escrow statement it has escalated now into four different escrow statement. I have asked for reconciliations from multiple people including Mediation representatives such as XXXX XXXX, XXXX XXXX, an attorney during Oregon Foreclosure avoidance XXXX during the dates of XX/XX/XXXX and XX/XX/XXXX. I asked my housing counselor XXXX XXXX, another Mediation wrap at Wells Fargo XXXX XXXX, ive sent messages multiple messages in XXXX and XX/XX/XXXX as well as in XX/XX/XXXX through the Wells Fargo App. Another Mediation wrap XXXX XXXX, supervisor XXXX XXXX his office is located in Arizona. I spoke with another Mediation supervisor by the name of XXXX XXXX, I spoke with the personal banker at a local branch by the name of XXXX XXXX XXXX Oregon. I sent Several emails to an executives in the XXXX Texas office XXXX XXXX. How many people does it take to talk to you at Wells Fargo WF to get an itemized spreadsheet showing exactly how my escrows have been applied shortages and overages towards Payments obviously it takes the whole company as they have not been provided a detailed list and I had to make my own. Im not very good using the cell phone apps I dont have a computer I have been sick for months Ive been trying to get an antibiotic my income has been shut in half and I am doing the best I can to try to XXXX my home from Foreclosure with honesty and integrity not that Wells Fargo has used any of such they probably do not know what the words mean. In addition to working with the Mediation department I have filed several complaints trying to get this information as well. I have found out there is an executive office for both the first mortgage and a different one for the second mortgage I have been involved with both thinking that there was only one executive office for months. I refuse to sign my second mortgage contract when I found out they were playing with the wrong text here in my first mortgage modification. I was told in A letter dated XX/XX/XXXX that they didnt have the current tax information that is why they use the old tax information. That was a lie they have the current tax information it was loaded into the portal for Oregon Foreclosure avoidance on XX/XX/XXXX by my house and counselor. It was confirmed to me by a mediation supervisor Wells Fargo does use that portal so I do not know why they said they didnt have the information. So now they have years taxes that are 3 to 4 years old they have not giving me credit for all the escrow I have paid in  shortages and not even given me a refund in the overage which is fine because they need to apply it to the shortage but they didnt even do that they kept it as my spreadsheet shows. They have short paid me in the modified contract by {$110.00} which the spreadsheet also shows and they have not provided statements for my second mortgage for six months and again I got only three and then they stopped giving them to me again. How am I supposed to know where my money is going if I dont get hardcopies statements which is what I want do to their PDF changing of statements online. You can not download their statement online unless you change the name you will never get a hard copy again to reflect the old PDF information. This is caused so much stress and have it in my family and my life I cant even tell you. This kind of abuse needs to stop they need to be looked out with a fine tooth comb because I know I am not the only senior citizen that they have taken advantage of like this. Disparade treatment ignoring avoiding delaying answer is from months and months and months sending letter saying theyre still working on things than sending me vague answers never explaining the problem so I have to open it up again how much of a headache is that who would want to go through that? I am so sick I cant even walk down a flight of steps anymore I barely got to the store to buy a few Groceries the people at the store thought I looked horrible my face was full of sweat because I could barely stand up. I cant go to the doctor though Im to frayed of my home disappearing underneath me because I cant get anybody to help me understand whats going on. I am not imagining it my spreadsheet shows a lot if I can convince XXXX and XXXX that my son was being double dat groceries the people at the store that I looked horrible my face was full of sweat because I could barely stand up. I cant go to the doctor though Im to frayed of my home disappearing underneath me because I cant get anybody to help me understand whats going on. I am not imagining at might spreadsheet shows a lot if I can convince XXXX and XXXX that my son was being double Billed for almost 3 years with the spreadsheet I hope you can understand what I have done here. XXXX and XXXX double build my son almost {$700.00} and we received credit but it took a big fight to get it. And it appears Wells Fargo mortgage wants to do the same and abuse senior citizens especially with our ability to do for taxes they dont want to they want to take our homes instead they want to charge us more in escrow and they want to hide figures so they can put it in there greedy wallets. This is an out rage this needs to stop. Ive given you as much evidence as I can Even though I have so much more I just dont know how this phone completely works. But my spreadsheet answers a lot of questions for you in the notes on there as well and I will try to load the contract so you can see also help it its been abused as well buy my spreadsheet. I want honesty I want accountability please help me

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