Consumer complaint received 2016-11-01
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I contacted Wells Fargo Mortgage Company on XXXX XXXX, 2016 regarding paying off the mortgage on our home. I instructed them that I would like to use the escrow to pay the loan off on XXXX XXXX, 2016 along with additional funds. The representative from Wells Fargo figured out the amount that I would have to pay on XXXX XXXX along with using the escrow. At the time of discussing and confirming the plan to use the escrow, I informed them that I would pay the insurances and taxes. So I entered the branch on XXXX XXXX to pay the determined amount. Wells Fargo instructed me to call them as soon as I paid the amount so that they can begin the process of completing the process. I did just that and of course, the representative I spoke with knew nothing about the agreement and since I just paid the amount provided to me by Wells Fargo, I was instructed to call back the next day to allow the posting of the amount although I was trying to provide her with the transaction number and amount. The next day I called and spent 3 hours on the telephone being transferred to at least XXXX different departments and XXXX more different variations of unacceptable resolutions of varying thousands of dollars to satisfy the completion of the loan. Of course I was told that {$1400.00} of the escrow was used to pay a bill 7 days after the agreement that I would use the escrow funds to satisfy the final payment of the loan. I then spoke with a Wells Fargo representative that created some actions to rectify the problem and I then told her I would pay the amount of {$310.00} which she determined I still owed. I then informed her that I will pay the {$310.00} on XXXX XXXX, my next pay day. However, I decided I will try to pay the amount off on XXXX XXXX, so I called just to confirm the amount and I am now playing let 's re-figure your amount again! I was told that if I pay the amount by XXXX XXXX, I will owe {$310.00} and that would pay off the loan along with the escrow funds and the money I paid on XXXX XXXX. Now today, XXXX XXXX, the amount has changed to more than {$3000.00} or so and we are still paying let 's make a deal. The amount that they are suggesting I pay will not include the escrow amount because they have used even more of it and not because of what I am saying but the forever changing story they keep changing the terms of. I am afraid that I will never be able to pay this amount off and I am at my wits end! Every person I speak to suggests a different amount and I can not trust anyone I speak to. I wanted to lodge a complaint about their practices and mentioned trying to get a lawyer to possibly help me, they now want to offer the assistance of their executive specialist which may or may not reach me while I 'm at work. The saga continues. They were not forthcoming with the name of an agency or agencies that govern them and I researched to find your website. No company should be allowed to play with a consumers affairs as Wells Fargo has done. I ca n't just drive up to a mortgage center and I ca n't trust the individuals I am speaking to via telephone and I ca n't seem to pay off my mortgage! I am a tired teacher, poor tax payer, and a really frustrated person who needs someone to look ito the practices of Wells Fargo Mortgage Company.

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