Consumer complaint received 2018-05-07
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, we had two claims to our homeowners insurance. The first claim was because our house was hit by lighting and we lost electrical on half of the house and the second claim my daughter was taking a shower and when she attempted to turn off the shower, the wall fell on her. 
The claims took two years to be finalized and closed. During that period, my homeowners insurance, XXXX decided not to renew my policy because of the two open claims. I spoke to my insurance agent and had him look for new insurance, but he informed me that with the two open claims no one wanted to insure us because we were a liability. At that point Wells Fargo, my mortgage company, placed lender placed forced insurance on the home. The lender placed insurance took effect on XX/XX/XXXX and we started making the new mortgage payments. 
Our original mortgage payment was {$1300.00} and with the lender placed insurance our new mortgage payment was {$2600.00}. We were making the payments just fine. It became a financial hardship on our family because it was like making two mortgage payments. When it came time to pay our taxes, we were unable to make the payment because what we use to save we had to use to make the additional payment to the mortgage. We were being punished for making valid insurance claims. On XX/XX/XXXX, Wells Fargo went ahead and made the XX/XX/XXXX tax payment that fell behind on. 
Our mortgage payment increased to {$3800.00}. This was unbearable for us, so I continued to make the {$2600.00} payments. 
Because of this, I called the claims people and told them to close the claim so we can go ahead and purchase our own insurance. The claims people told me they had contacted Wells Fargo in XX/XX/XXXX and told them that the claim had been settled and would be closed in XX/XX/XXXX. I told the claims people that neither them or Wells Fargo informed me of this and because of this, Wells Fargo renewed the mortgage placed insurance on XX/XX/XXXX knowing that the claim would be settled and I could obtain my own insurance at a much better rate. 
At this point I called my agent and obtained insurance for the house dated XX/XX/XXXX. Wells Fargo was faxed a copy of the policy and I was sent an email a copy. The policy was paid in full for the year. I faxed it over to Wells Fargo at : XXXX. 
In XX/XX/XXXX, We received a letter from Wells Fargo stating that we could go ahead and obtain our own insurance because the claim had been closed. Once again, we faxed over the copy of our new insurance policy dated XX/XX/XXXX to Wells Fargo to let them know we had already obtain insurance and they could remove the forced placed insurance. 
On XX/XX/XXXX, I received another letter from Wells Fargo stating that they would be renewing the hazard insurance policy because we had not obtained any ourselves. 
I called my agent because maybe if it came from an insurance agent Wells Fargo would remove the existing policy. I was again notified by my agent that It was once again sent to Wells Fargo. 
We had a similar incident with Wells Fargo in XX/XX/XXXX and they had to go through and fix my account for placing forced placed insurance on existing insurance. 
In XX/XX/XXXX, I went ahead and to pay my property taxes and when I was on the XXXX XXXX tax website, it said my taxes had been paid already. Apparently, Wells Fargo took it upon themselves to pay my XX/XX/XXXX taxes that were due on XX/XX/XXXX. 
The XX/XX/XXXX taxes were for a total of {$6900.00}. Now my mortgage payment is {$4600.00} which is impossible to pay. 
I have called Wells Fargo and made several attempts to have them fix the escrow so that I can just pay them the two years of property taxes that I owe them but instead they want me to do a loan modification. I currently owe {$200000.00} on my mortgage and its a 15 year mortgage. They want to extend it out to a 40 year mortgage so that I can catch up on my escrow. 
I never had escrow with them except for the period of the forced placed insurance which I made payments on. Then my taxes threw it over the top but as I was trying to catch up by making my own insurance payments and then trying to pay my taxes, they took it upon themselves to try to bury me in debt so that I could not get out. 
Now I received a letter that they were going to foreclose on my house because I was extremely behind on my payments. 
All I want is to have the opportunity to my two years of taxes and have them remove the forced placed insurance that should have not been renewed in XX/XX/XXXX so that I can go back to my {$1300.00} mortgage payment. Can you please help me with this. 
I don't want to lose my home or have to pay them for insurance that I have already paid for on my own. Thank you.

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 non-monetary relief