Consumer complaint received 2017-08-23
Company: WELLS FARGO & COMPANY
State: NH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Wells Fargo lost my money and tried to blame me at first then tried to blame the XXXX XXXX XXXX afterwards. XXXX weeks ago I received an email from wells fargo to review my escrow account statement. After logging on to my online account and downloaded the statement. Wells Fargo says I am short of funds for my XXXX XXXX payment. I contact customer support and with unsurprising results wells fargo representative try to pass the blame onto me. When i continue to ask questions about my status of my monthly mortgage payments. if they where on time and also if i paid escrow in those payments. The wells fargo representative place me on hold for in " XXXX ''. After some time later about XXXX minutes on hold. He then try to past the blame on to the title company and which I quote " The title company should have paid the taxes on XXXX XXXX. They did n't suppose to place it into the escrow account. That is illegal for the title company to do this. '' Now I ask a serious question about how much do I have in the escrow account now. And continue to try to have the wells fargo representative to answer a few question which he try to steer the conversation to continuously blame the title company and repeatedly state the title company did an illegal action by placing the money in escrow and not to pay the taxes. Which the title company is not responsible for the XXXX XXXX payment. The conversation continued for nearly an hour. With most of my questions unanswered. This massively frustrating to have someone that should know his job more than just repeating something from a wells fargo play book. The representative explain to me they will do an investigation and it will take XXXX business days to complete. I do n't have time for wells fargo to do there job. They are not a trustworthy bank. They have shady and questionable business practice which concerns me. In XXXX I received a letter from my town tax collection office stating my property tax was not paid in full. They only paid {$1.00} of a just over {$4700.00} bill. I went down to my towns office and spoke to the XXXX XXXX official. And she told me well fargo did not pay there bill in full. And interest is wells fargo responsibility since I made my monthly mortgage payments on time. I then contacted wells fargo and explain to them they have failed to meet there obligation to the town of XXXX, and to pay my taxes. They did send the payments and paid the interest. A few days later I received a check in the mail. I then contacted wells fargo again and the representative told me, because I have paid too much into the escrow account and I over paid during closing. Which I was not clear how this was possible. I wanted to get assurance this is not a mistake and repeated a few time to the representative " Are you sure this is not my escrow for my next tax bill ''. She continue to tell me no. This is a massive overage and wells fargo is obligated to refund me these funds because, then she stated a law. Now I held this check for over XXXX weeks and then contacted wells fargo again to confirm again this check is rightfully mine and does not belong in my escrow account for my future tax payments. XXXX frago assured me this was not the case and to feel free to deposit the check. I deposit this check on XXXX XXXX, XXXX. The check was in the amount of {$3800.00}. Now Wells fargo is now stating I own them {$4700.00}. This look to me where wells fargo made a massive mistake and is now trying to profit from this. I continue to be stressed by this. I do n't have time for Wells fargo to reply to as they now want to increase my mortgage payments nearly another {$400.00} which I see is no fault of my own. I believe is wells fargo is trying to constantly place blame on everyone but themselves. From not pay my taxes on time, from possibly sending a check that most likely should have never should of been sent, to now a obvious over charging and trying to capitalize from there constant errors. Wells Fargo has been in some legal troubles with the law and I will state, I do not trust wells fargo as my mortgage company. Best rate title company paid there part and the town of XXXX received it by XX/XX/XXXX or XXXX, XXXX. Of $ XXXX. Then the town received a payment on XXXX for {$1.00}. I received a letter from the tax collection office from XXXX around XXXX XXXX early XXXX. Then contact Wells Fargo. Then they paid $ XXXX and was received byXX/XX/XXXX. The town also received interest payment of $ XXXX for that late payment. Which they was responsible for. That should not come out of my escrow. Because they admitted guilt back in XX/XX/XXXX. XXXX received another payment around XX/XX/XXXX for XXXX. So my next payment should be XX/XX/XXXX.

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 non-monetary relief