Consumer complaint received 2018-02-05
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I placed a claim with my company. The claim remained open and in XX/XX/XXXX we had a situation with one of our bathrooms and another claim was entered To the insurance. First claim was paid but now we got a second claim open and our insurance was canceled. We were told that we had to open claims for home mortgage and that we can not get insurance. The second claim remained open until XX/XX/XXXX and Wells Fargo home mortgage went ahead and placed mortgage placed forced insurance on our property since we were unable to obtain insurance because of our open claims. We worked with an attorney and the claim was closed and we were not notified by that attorney or by Wells Fargo that the second claim was closed. Our mortgage payments went from $ XXXX {$2600.00}. Six months later it went from XXXX and we were unable to make those high mortgage payments so we continue to pay the {$2600.00} .and we were uvia letter from Wells Fargo that that included the insurance plus additional money in case we went over for the escrow. Today the payments are XXXX and were in a negative escrow {$15000.00}. In XX/XX/XXXX I found out that the claim has been closed and that everyone had gone paid so I called my attorney and I found out why Ive wasnt informed of this why nobody told me and I went ahead and paid for my new insurance info and I gave the money to Wells Fargo so that they can sign the check so I can retrieve my insurance money. It is now XX/XX/XXXX and I have yet to receive a dime because Wells Fargo is holding onto {$45000.00} that I have received from the insurance to Fix my bathroom. Whenever I call they ask me for new paperwork and new paperwork paperwork that I just dont have its impossible to have Ive spoken to everybody and they refused to let a dime go. Also they still have forced placed insurance on my home even though the policy has been paid since XX/XX/XXXX and full and theyre telling me that they never received any paperwork even though my insurance agent and myself have fax it over twice. They have also ruin my credit because they still have an outstanding escrow account and I have hired attorneys to help me with this and theyre telling me that the burden is on me to prove that they forced placed insurance because I had open claims. Wells Fargo is claiming that they never left open claims on my record and that if I wanted to get insurance I shouldve been able to do so. I have been speaking with my insurance agent to get some type of paperwork that said that I had open claims on their placed on by Wells Fargo but the problem is that once the claim closes everything goes away and its very difficult for them to obtain anything that says that I have an open claim because there is no open claim. so as of today I have not received any of the money that I received from the insurance the {$45000.00} I have a - {$15000.00} escrow account and I still have forced placed insurance on my home aside from the insurance that I paid and my credit went from a XXXX till XXXX because they have me as pay late because they had me with an escrow for the forced place insurance. Can someone please help me with this?

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