Consumer complaint received 2017-08-10
Company: WELLS FARGO & COMPANY
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, I contacted Wells Fargo, my payment had changed and there was a line item for {$1400.00} on my statement that I requested clarification. It was relayed Wells Fargo was unable to speak with me about the items and the rep said they would be reprimanded if they continued the conversation. I asked to speak with a supervisor yet was on hold for over 30 minutes and hung up. Upon receipt of my XX/XX/XXXX statement, the line item ( for {$1400.00} ) was not listed. Upon receipt of my XX/XX/XXXX online statement, there was a new line item in the amount of {$2400.00} listed as unpaid advance balance. I called on XX/XX/XXXX and again was told by the rep that they could not speak with me about this amount. Upon receipt of my XX/XX/XXXX statement, my payment was again off ( more than what I had been paying ) and I called on XX/XX/XXXX and spoke to XXXX. She relayed Wells Fargo had been collecting the incorrect amount for Escrow so my payment had to be increased to make up the difference yet there was nothing they could do to rectify it or provide a solution for the mistake and I had to pay the new mortgage amount. I asked about the line item and she relayed she had no information on her end to reflect the unpaid advance. When I asked who I could speak with she put me on hold and after 20 minutes I hung up. Upon review of my ONLINE XX/XX/XXXX statement, I again noticed the line item for unpaid advance of {$2400.00}, however, the paper statement I received in the mail did not have this line item noted. Upon review of my ONLINE XX/XX/XXXX statement, I again noticed the line item for unpaid advance of {$2400.00}, however, the paper statement received in the mail did not have this line item noted. Upon receipt of my XX/XX/XXXX statement, my payment had again increased. I called Wells Fargo on XX/XX/XXXX and spoke with XXXX who relayed I needed to pay {$230.00} because there was a escrow shortage due to an error on behalf of Wells Fargo. I was told paying the {$230.00} was the only way to keep my payment from increasing so I paid the amount. I again asked about the unpaid advance line item of {$2400.00} and was told there was no information that could be provided. Upon reviewing my credit via XXXX XXXX in XX/XX/XXXX, my mortgage balance had increased by {$2400.00} ( this amount had never been reflected prior to XX/XX/XXXX ). I called Wells Fargo on XX/XX/XXXX yet was on hold for over 25 minutes and had to hang up to accept another call. I did dispute this amount yet was again not provided with a reason for the advancement. I disagreed with the resolution once sent back to me by the creditors bureau. In XX/XX/XXXX, I went to try to refinance my home and am unable to do so due to the {$2500.00} line item ( unpaid advance ). Because I have not been able to verify what this amount is for, I have not paid it and need assistance in obtaining information for this line item since Wells Fargo has been unwilling to assist me over the past 3 years when I 've made efforts and inquiries regarding this amount and what solution would be needed for a resolution. I also am concerned with the two years Wells Fargo has not properly obtained the correct escrow amounts and why I have had to pay the difference for mistakes made on their end in which they acknowledged verbally. I would like a better understanding of why the appropriate escrow amount has not been collected and what has been done with the additional amounts I have had to pay to make up the difference. I would also like to know if this is an expectation I should see continue and how to resolve it so proper escrow is collected and my payment does not fluctuate annually.

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