Consumer complaint received 2017-04-04
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I closed a loan in XX/XX/XXXX, after nearly 6 months of trying. At one point in the process, they declined me, claiming I had n't provided what they wanted. When I was able to prove I had provided every single thing, normally within a day of the request, they re-opened. Then, late in the process, they required XXXX in additional flood insurance, notwithstanding that the association has $ XXXX in coverage. While I thought it was entirely inappropriate to announce this so late in the process, I paid about {$750.00} just to get the stupid loan closed. 
On XX/XX/XXXX, they informed me my flood insurance expired. This has been routine every year ( prior to refinance ) so I called and got the new master, and provided it to them. Since I continued to receive reminders, I called and spoke to XXXX on XX/XX/XXXX. She listened, explained that their note indicated the supplemental insurance is what was lacking. I explained that, since I had just obtained the coverage in XX/XX/XXXX, that policy had not expired. She confirmed that 's what she saw on her end and promised to call back. When she did n't, I called them again on XX/XX/XXXX and this time spoke to XXXX. After describing the incident to her, she indicated that not only did she think I did n't need to do anything further, but that I did n't need the original supplemental coverage and could cancel it. I set out to do that, but was told by the insurer I could not cancel. 
Following that date, I continued to be notified by Wells my insurance " had expired. '' I called again on XX/XX/XXXX and spoke to XXXX, who I understood to say I needed to add another {$57000.00} in coverage but that she would get a " resolution specialist '' to call me in 3-5 business days. When no call was received, I phoned on XX/XX/XXXX and this time reached XXXX, who confirmed the prior story that there was a gap in the master policy. I insisted on escalating and this time reached XXXX, who indicated her belief the coverage was sufficient, but that the system said a {$5500.00} gap existed in flood coverage. She indicated that she would get with her supervisor to see if it could be removed, and that she would call back on Thursday. XXXX did call back, but called from a number that identified itself as " XXXX, '' rather than " Wells Fargo '' or an actual number I would recognize, nor did she leave a return number. We finally caught up on XX/XX/XXXX at which time she described to me what she understand the basis of the gap in flood insurance. Although she was polite, the explanation was not very understandable. I indicated to her that I would need to file a regulatory complaint over the coming weekend if this was n't resolved, and ask her to speak with her supervisors to see if they could waive the requirement, given that they apparently could have identified this issue at closing, at which point I would have abandoned the refi, and given all of the confusion and hassle. Her supervisor, whose name I did not capture, called back on XX/XX/XXXX. She explained that the master policy flood insurance, divided by the number of units ( XXXX ), fell {$5500.00} short of the required amount. I expressed my opinion that she is using the wrong number from the master. She did agree that the coverage amounts had n't changed since closing, and that she did n't know why that requirement was not present then. I asked again that they waive the requirement. She promised to call back. 
As of today, XX/XX/XXXX, I have not received that call. Yesterday, I received yet another letter. Instead of explaining any of the above, it simply says my insurance has " expired '' and they will be placing an expensive option. This is simply not true - no insurance is expired.

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 monetary relief