Consumer complaint received 2018-06-20
Company: WELLS FARGO & COMPANY
State: PR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Recently my father and mother passed away, and I inherited a property which has a mortgage with Wells Fargo, I kept making the payments on time until I noticed that the payment went from {$830.00} to {$960.00}, {$120.00} more in hazard insurance from a {$25.00} previous payment, I called to inquiry about the reason and XXXX XXXX advised that in order to give me any info I needed to submit a number of documents to prove I was the new owner, I left my phone number and provide my address and email just in case they needed to communicate with me, by XX/XX/XXXX I faxed all the legal papers declaring me the new title holder as per Puerto Rico laws, once again I send my phone number and email just in case they would want to talk to me, something that caught my attention is that they only wanted fax as means of communicating, no emails no phone calls and no mail to my residences note that I don't live the inherited property, about the middle of XXXX called and talked to XXXX XXXX a manager who said reluctantly that she could not give me info since I was not authorized in the account after some arguing she recognized that I was the title holder but didn't offered any help to fix the insurance problem that caused me to pay {$120.00} extra, about {$2500.00} to XX/XX/XXXX, my mother died XX/XX/XXXX, By XX/XX/XXXX, a letter was found in subject property mailbox where they require action regarding the hazard insurance but they won't allow me to do any changes hence forcing me to pay the more expensive insurance policy I'm having a very stressful situation here dealing with bureaucracy, nonsense responses and losing money because their lack of responsibility and compliance to consumers, my last effort to date was a call I made about as month ago, service manager XXXX XXXX was kinder and assured me she would resolve the issue and that she was going to call me in a week, a month has gone by with no communication from her. My unanswered questions to this date are : Why my mother never received the new hazard insurance policy terms? to this date we have not received a single document from XXXX XXXX XXXX the forced insurance company Why my mother was not contacted by phone in XXXX to correct this matter? If you don't pay in time someone surely will call you. Why letters were sent only in english instead of XXXX and english? Puerto Rico official language is XXXX, and they must adhere to the country 's language and laws where they conduct business Why Wells Fargo is reluctant to make communication easier and bilateral? I haven't received any written communication so far to either address. Why Wells Fargo is not complying with XXXX XXXX, XXXX XXXX, CFPB Bulletin XX/XX/XXXX-XX/XX/XXXX? Why Wells Fargo has delayed my inquiries and has made me loose money with a much more expensive insurance, a local quote was about {$430.00}? Why Wells Fargo is not helping me in exchanging the currently unilaterally placed insurance for the lower cost one? Why Wells Fargo would take advantage of a XXXX yr old bedridden lady? What is the relationship between Wells Fargo and XXXX XXXX XXXX? Is XXXX XXXX XXXX authorized to do business in PR? Recent Hurricanes Irma and Maria damaged the subject property how and whom will I contact for the damages, if I don't have a letter, a copy of the insurance policy or even a number? This is incredible! 

UPDATE JUST RECIEVED A LETTER BY XXXX XXXX SAYING THEY NEED MORE TIME ... .. TO THIS DATE WELLS FARGO HAS FAILED TO 1 ) SEND ME A COPY OF THEI LENDER PLACED POLICY WHICH I BEEN PAYING TO SEE IF THE HURRICANE DAMAGES WHERE COVERED, 2 ) RESOLVE THIS ISSUE EVEN AS I HAVE SENT AND COMPLY WITH ALL DOCUMENTS REQUIRED AND A NEW INSURANCE POLICY WHICH WAS PAID BY ESCROW, BUT STILL THEY WON'T ADJUST THE MORTGAGE PAYMENT ALL THEY DO IS SEND ME LETTERS SAYING THEY ARE WORKING ON THE SUBJECT BUT TO THIS DAY NOTHING HAS BEEN RESOLVED EVEN WHEN THEY HAVE MULTIPLE LAWSUITS FOR OVERCHARGING CLIENTS ON INSURANCE PRODUCTS..WHERE 'S HUD, FTC AND CFPB.. WHEN I CALLED CFPB THEY SAY THEY CAN DO ANYTHING NOT EVEN INVESTIGATE THE MATTER SO THIS ONLY A COMPLAINT WITH NO CONSEQUENCES.. WHAT IS GOING ON HERE?? WHERE ARE MY RIGHTS AS A CONSUMER? TO THIS DATE THEY HAVEN'T SHOWN PROOF THEY DID ALL THEY COULD TO HELP MY DECESASED MOTHER OR ME ... EVERYTIME I CALL ALL THEY DO IS PLAY UP BUT NO ACTIONS.. HOW LONG WILL I HAVE TO COMPLAIN ABOUT WELLS FARGO ABUSE AND GET SOMETHING DONE ABOUT IT.

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