Consumer complaint received 2015-06-26
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Wells Fargo violated our contract by canceling the escrow of my homeowners insurance without notification causing my home insurance todefault. I purchased my home in XXXX. Per the suggestion of Wells Fargo my payments were set up on ACH via XXXX Bank for {$420.00} andthen to {$440.00} ; both of which have been over the amount of my mortgage payment. The mortgage payment covers my principal, taxes, premiums and interest payments. On XXXX I received an email from XXXX XXXX indicating that my insurance payment was past due ( it wasdue XXXX ). According to XXXX XXXX they had been reaching out to Wells Fargo for payment and got no response. I then contacted WellsFargo and was informed that I was never on escrow for my home insurance. I have to argue with XXXX customer service representatives beforeone of them looked up my XXXX statement that showed they did in fact pay my home insurance. The second rep then went on to inform methat on XXXX there was a review of my policy done and they then decided to cancel the escrow since the type of coverage I have from myHOA ( which I have always had since we entered the contract ) does n't require me to. The rep then insisted that they sent me notification andthat I neglected to check my mail and/or email. I argued with her for about XXXX minutes informing her that nothing was ever sent. I then asked tospeak to a supervisor since she was not helping the situation at which time she told me " whatever ''. I was on hold for over XXXX minutes. Shethen returned and asked me to hold another XXXX minutes. I finally got a manager who then tells me they NEVER sent me any notification. Ithen requested a letter be sent to me right away stating that they cancel my escrow on XX/XX/XXXX and I was notified on XX/XX/XXXX. I was then toldthey could not do that and that I would need to go back to customer service to have it done. They then transferred me to customer service whothen stated they could n't do it and needed to transfer me back to the department I just came from. I think requested them to take care of it andfor them to call me back. The rep then told me that they ca n't place outbound calls. At that time I just hung up and placed a complaint via theironline portal. I got an email telling me to call their complaint department if I had questions on the complaint I filed so I called. Spoke to a repand informed him of everything. He apologized and informed me that XXXX at XXXX ext XXXX would be handling my case. XXXXcalled me the next day XX/XX/XXXXand left a message informing me he was working on my claim and left his number. He then calls me todayXX/XX/XXXX and informs me that he is working on my case. I then asked how long will this take and he said until XX/XX/XXXX. I informed him that wasunacceptable because I had to pay {$330.00}, which was my grocery money, to have my insurance taken out of default. He then stated he had toresearch it further. I then asked what is there to research since he can see they never notified me and he stated he had to research. I thenasked what he had done since yesterday on my case and he said nothing. I then became upset and after not getting anywhere with him asked to speak to his manager. He then told me no and they he would n't let me speak to XXXX. This went on for over XXXX minutes until he finally got me to XXXX XXXX XXXX ext XXXX. I then provided a complaint on XXXX as well as all the previous reps before. I then informed her of the urgency of the matter. It is now XX/XX/XXXX and I have not heard anything from them. In the meantime I have been having to borrow money to feed my kids. The customer service is terrible and the fact they are neglecting to compensate me is even more frustrating.

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