Consumer complaint received 2019-03-01
Company: WELLS FARGO & COMPANY
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I own a home in XXXX, MI, and the mortgage is serviced by Wells Fargo Home Mortgage since XX/XX/XXXX. I have maintained homeowners property insurance without an escrow since XX/XX/XXXX. In XXXX I purchased homeowners property insurance from XXXX XXXX with a expiration date of XX/XX/XXXX. On about XX/XX/XXXX, contact was established with Insurance Agent, XXXX XXXX for the purpose of renewing the policy. The policy agreement was signed and a check for the premium was given to Mr. XXXX on or about XX/XX/XXXX. In XX/XX/XXXX, I began receiving email notices from Wells Fargo Home Mortgage requesting verification of homeowners insurance. On XX/XX/XXXX, I received an email copy of the homeowners insurance binder XXXX XXXX, indicating that the binder was issued on XX/XX/XXXX. I immediately sent a copy of the binder to Wells Fargo Home Mortgage on or about the same day ( XX/XX/XXXX ). I placed a follow up call to the Wells Fargo Hazard Insurance Department to insure the binder was received. I spoke with a customer service representative, who indicated that unless I have the insurance coverage issue date backdated from XX/XX/XXXX to XX/XX/XXXX, I would be billed for a lender placed insurance policy covering that time period. I made a request to XXXX XXXX to change the issue date to XX/XX/XXXX. However the XXXX XXXX indicated that they were unable to backdate the policy because they had already submitted their business tax information for XX/XX/XXXX. However, the representative indicated that they could reissue a policy with a date of XX/XX/XXXX with a retro date of XX/XX/XXXX. I completed a no loss claim form, indicating that there was no risk/claims from XX/XX/XXXX to XX/XX/XXXX. I subsequently received a call from a Wells Fargo Hazard Insurance employee, indicating that Wells Fargo intended to move forward with the Lender placed Insurance for the above time period, despite all of my efforts. I subsequently contacted the Wells Fargo Customer Care and Recovery Group and the matter was assigned to Ms. XXXX. On or about XX/XX/XXXX, I received a response from Ms. XXXX, who indicated that she had researched the matter and Wells Fargo remained intent to moving forward with the Lender placed insurance. When I questioned Ms. XXXX regarding the details of her investigation, she stated that the matter would be reassigned for further investigation. The matter was then assigned to XXXX XXXX but within a matter of days, I received a call from an XXXX XXXX, who indicated that he was working on behalf of Ms. XXXX. Mr. XXXX advised to me to fax a copy of the no loss claim form for possible mitigation. However, I subsequently received a letter days from Mr. XXXX indicating that Wells Fargo again remained intent on moving forward with the Lender placed insurance. I subsequently contacted Well Fargo Customer Care and Recovery Group and was informed that the matter was assigned XXXX XXXX. I subsequently was contacted by Mr. XXXX, who indicated that the Wells Fargo remained intent on moving forward with the lender placed insurance. I advised Mr. XXXX that their actions were contrary to a court settlement from court complaint XXXX XXXX v. WELLS FARGO BANK, NA filed on XX/XX/XXXX, involving the same issues. I subsequently emailed Mr. XXXX a copy of the complaint & court filing. On XX/XX/XXXX, I received a call from Wells Fargo employee, XXXX XXXX, who indicated that she was following up for Mr. XXXX and the resolution is that Wells Fargo will move forward with the Lender placed insurance. Ms. XXXX indicated that she did not know if Mr. XXXX had read any of the court documents. I urged Ms. XXXX to also review the court documents and contact me, if the matter could be mitigated.

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