Consumer complaint received 2023-09-09
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
different mortgage bills received weekly in XXXX, due to notifing the bank that my home was demolished, and the homeowner insurance the bank XXXX XXXX whom told me that she was the supervisor in that dept. for 5 years, on purpose kept the policy attached to my property, she was very un professional, had a bad attitude, no people skill or common sense, rude to me every time that I spoken to her via phone and will always over talk me instead of allowing me to finish discussing the issues, I received letters that confused me and caused my XXXX XXXX to rise when I saw the various mortgage bills, the following week after I spoken to the employee, which I feel was personal attacks, starting from XX/XX/XXXX, - {$3000.00} XXXX {$2000.00}, XXXX {$2000.00}, XXXX {$490.00} XXXX {$1900.00} XX/XX/XXXX {$1900.00}, each time I called to find out how much I have to pay on my mortgage there was some employees that took the time to review my information on their data base I was told around {$410.00} and so many others came up with payments over a XXXX, there were so many employees that I spoken to that acted very childish and made me feel less that an human, I was lied too by several employeesin XXXX after I found out my Insurance terminated my homeowners ins. policy without informing me prior to canceling it on XX/XX/XXXX, I was inform that it would not be renewed and no reason the bank nor insurance carrier from XXXX XXXX gave me, the build I reached out to and let them know what happen and I was told in XX/XX/XXXX, often the insurance company don't like duel policies placed on a customer home, my builder placed insurance on the new structure in XX/XX/XXXX, and the bank placed a LPI Policy on the home effective XXXX XXXX I found it strange that an employee went back 2 months and charged me {$3500.00} from XX/XX/XXXX to XXXX, XXXX, I requested that automatic payments stop in XXXX and I was told they would but instead the employees during the month of XXXX continue trying to take funds out of my account, and I was charged with fees, even after I paid my mortgage in person at an nearby bank location, I had spoken to employees that handle complaints and while they started their investigation, in XX/XX/XXXX, I was told by a male employee to pay something toward my mortgage in good faith, until the bank advise me the amount that they decide I ask can it be {$410.00} and he said yes, so for the months of Nov- XXXX that payment was made and I received that in writing in XXXX along with an refund check over {$1000.00}, soon after that I received a mortgage bills and letters stating that I never paid my mortgage in the months of XXXX and XXXX in the amount of XXXX with that {$3000.00} insurance added onto my property, so as of this day every month that I pay I am told by bank employees various amounts and I am still either one or 3 months behind on my mortgage, also the bank prior to my home new construction I was informed by an bank employee that she had to fill out a stack of documents from the State of Texas General Land Office . many residents here in Texas had to reside in our damaged homes for more than XXXX years after XXXX XXXX hit our state my home was filled with mold and badly damaged my insurance company at that time only gave me {$2300.00}, well when the XXXX took over the project of repairing our homes, oh this was Federal Funds President Trump immediately sent to Texas but our Mayor XXXX refused to release the funds so the XXXX took the city mayor to court and won, and soon after homes were under construction, many of the bank employees would play dumb and question me why my insurance was cancel, some lied and said they were not aware I was in the process of getting my home demolished and a new construction would be taken place. well I was informed by an department head at the bank every time an employee pull up my information it's all there on the database, also one of the bank employees tresspassed onto my property and tried to enter, while it was still under construction, and a large sign was placed on the property informing All no Tresspass this included me unless I was given the ok by the builder, and that bank employee left on the door after they tried several times to break in the hose a large note glued on the front door for all whom passby to view, I had to peel the letter off and call the number on it, the bank employee whom I spoken to informed me that it was a letter informing me I was in default and a female from the insurance dept. requested that they go out to my home and place that onto my property. I filed that as a complaint also and when the XXXX XXXX employee searched to find out who may have done that, there was nothing in their database stating that I was in default, because I paid every month,, and this happen in XX/XX/XXXX oh the bank employees from the insurance department to the escrow doubled down and continue overcharging me and sending damaging information to my credit files stating I am months behind on my mortgage, trying to resolve these issues has caused me to now have important bills past due, suffer financially and have serious health issues caused by stress from all the problems that I have to endure, my credit is damaged, living off an small income, barely can feed my family hard for me to get a loan to pay needed bills, I will let HUD, MY Congress Official, news stations, podcasts, my state Governor and so forts. know how horrible I was mistreated as a loyal customer and seek Federal Law suit against XXXX XXXX Bank in hopes many other customers will come forward with similar experiences they had with employees at that company that feel comfortable displaying un professional attitudes, Signed ; 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 explanation