Consumer complaint received 2015-09-28
Company: WELLS FARGO & COMPANY
State: WV
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have had a mortgage with Wells Fargo for over ten years and the initial payment was generally about XXXX dollars. However, the past several years it has gone up from XXXX to XXXX to XXXX and then XXXX. When I asked about the increases, I was told it was due to insurance and taxes. I have made no changes to the house so I was having a hard time understanding why the increases. I was only XXXX payments behind but at {$1400.00} that adds up to several XXXX dollars. When I tried to make an automated payment I was told that my " new '' payment was {$830.00}. It was not clear what that meant but I made payments at that amount for several months. I then got numerous phone calls from Wells Fargo indicating that I was on some type of " trial modification '' and according to them I now owe {$11000.00} on the mortgage. They wanted to send me some type of new mortgage agreement that increases my mortgage by XXXX dollars, puts a 40 year term and a lower interest rate. I was told in the middle of XXXX when I spoke to their representatives that they would be sending me this modification agreement and that I must agree to its terms or else they would put me into foreclosure. Even though I was making the payments that the automated system suggested, they were telling the credit bureau that I should have been making the nearly {$1400.00} payments, therefore I was falling further behind even though making payments. I was told NOT to make a payment in XXXX and that this new modification would be coming. I have NOT received this agreement. I also asked for a copy of my payment history which I was sent by fax two year of payment history. this payment history ( a copy of which I am sending by mail as I can not scan documents ) shows " new principal/escrow balances '' as far back as 2013. I was NEVER told that anything had changed on my mortgage. I have now requested a copy of my entire payment history to see exactly when this principal amount had changed. I am told it will take two weeks for me to get this entire history. As stated above I was told they would not accept payments until the " new '' agreement was signed and to date I have not received it. It is now going into XXXX and it is unclear as to whether a can make any type of payment or exactly what my payments are or what is going on with this account. It was my understanding that mortgages or legal agreements can not be changed without the consent of all parties. I am not sure what the status of this agreement is or what the bank is contemplating. It appears that I have lost ten years of equity in this property and they are going to make me start over and keep this under a mortgage for an additional 40 years. I have stated to them that I am very concerned about this and they assure me that this is just their way of " helping '' homeowners. this is an address that I reside in as a second residence. I ca n't believe this is legal or that they should have been able to make changes without telling me years ago. Please can you help me sort this out and determine if this is actually legal and appropriate??

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation