Consumer complaint received 2017-11-21
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Consumer Financial Protection Bureau RE : XXXX XXXX XXXX XXXX Policy # : XXXX First Mortgage : XXXX XXXX XXXX XXXX # XXXX Acc : XXXX Insured ( s ) : XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX. 
XXXX, FL XXXX To Whom It May Concern, On XX/XX/XXXX, Wells Fargo accepted a refund from my homeowners insurance company, XXXX XXXX in the amount of {$670.00}. XXXX XXXX XXXX from XXXX XXXX XXXX XXXX sent me a copy of the refund cancelled check they sent to Wells Fargo on XX/XX/XXXX. The policy total was {$870.00}, Policy Number,  XXXX. I made a payment to XXXX XXXX in the amount of {$360.00} by XXXX on XX/XX/XXXX via phone with XXXX XXXX. I also made a payment on XX/XX/XXXX via telephone for {$8.00} by XXXX and I spoke with XXXX to complete this transaction. The policy was canceled and I was supposed to be issued a refund personally. I did not know Wells Fargo had made a payment to XXXX XXXX, because when the policy was canceled they said the monies were being refunded to me. XXXX XXXX recognized their error and stated they should not have sent Wells Fargo my {$160.00} refund and Wells Fargo was made aware of that not only by Peoples First contacting them, but myself and my attorneys office on XX/XX/XXXX at XXXX XXXX and I spoke with XXXX XXXX at extension XXXX. He stated he would refund the full {$870.00} to Wells Fargo. I even spoke to a XXXX XXXX who tried to bring the escrow department on the phone ( XXXX, option # 3 ). Then I called XXXX XXXX and was transferred to loss mitigation ( XXXX ) and spoke with XXXX and was then transferred to another representative ( XXXX ) the Foreclosure Department. This was all recorded on a recorded line at XXXX XXXX and Wells Fargo. The excess can also be found on the XX/XX/XXXX mortgage statement, XX/XX/XXXX mortgage statement and so forth as unapplied monies and then the monies disappear off the mortgage statements and the monies are never shown where they are applied. Wells Fargo refused to give me back my money. Wells Fargo refused my payments when the loan expired with Hardest Hit Homes until they sold it to XXXX XXXX XXXX XXXX ( XXXX ). I ask that my {$160.00} be returned to me. Per my Mortgage dated XX/XX/XXXX, page 4 of 16, Uniform Covenants. 1. Payments of Principal, Interest, Escrow Items, Prepayment Charges and Late Charges : If Borrower does not do so within a reasonable period of time, Lender shall either apply such funds or return them to Borrower. If not applied earlier, such funds will be applied to the outstanding principal balance under the Note immediately prior to foreclosure. 

My attorneys office, XXXX XXXX XXXX, called XXXX XXXX to get this situation rectified on XX/XX/XXXX at XXXX p.m. and we spoke XXXX in the escrow department at Wells Fargo who assured both the paralegal, XXXX and I that the {$870.00} would be refunded to the escrow account ( XXXX, option 3, press zero ; XXXX x XXXX ). I just want my monies that disappeared off the Wells Fargo statements of {$160.00} to be applied to my escrow please. 

Sincerely, XXXX XXXX

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