Consumer complaint received 2017-06-14
Company: WELLS FARGO & COMPANY
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I 've worked with Wells Fargo to finance a loan for a second home, a condo in XXXX XXXX, SC for an XX/XX/XXXX closing. This was started early enough that everyone stated it would n't be an issue. During the process, any time we were requested for documentation, it was provided within 24-48 hours so there would be no delays.
HO6 policy : An HO6 policy is a condo insurance policy that covers everything within the walls of the condo. The HOA has insurance for the outside. I was told that even though the condo is insured by the HOA, Wells Fargo requires that I purchase an HO6 policy and it will be escrowed. I followed their instructions and did so. Escrows were calculated to include the HO6 and all applicable taxes.
Closing : About a week before the closing, we were told there were no issues and everything is on target. 3 days before closing, we were told of a problem ( that we were n't aware of previously ), and Wells Fargo would n't be able to close and could n't tell me when. This was a problem since we already purchased flights to get down to SC for the closing. After much aggravation and calls, we finally were able to set the closing for Monday XX/XX/XXXX Since we could n't close on the XXXX as planned, we lost the costs for the flight.
Closing took place and we were able to move forward from there. That 's when all the problems started, including consistent lies from
Wells Fargo. HO6 : O
n XX/XX/XXXX I received notification that Wells Fargo will NOT escrow the HO6 policy because " it 's Wells Fargo policy to not escrow HO6 policies ''. How can they require me to have an HO6 and tell me it 's going to be escrowed if it 's policy that they wo n't? How can it go through all their adjusters & personnel and not be caught. I did n't even get my first statement from Wells Fargo and they already started making changes! As of today, XX/XX/XXXX, I still have n't received the escrow refund for the monies they collected for the HO6 policy.
Tax Escrows : The end of XX/XX/XXXX, we received ANOTHER change notification that they need to add {$26.00} per month to the mortgage because there was n't enough money in the escrow for property taxes. Again, I have n't even made my first payment yet and here 's a second change! Taxes did n't change even by XXXX DOLLAR, and their cash flow proved they did have money to cover the taxes, but it was n't enough for their liking to be in the escrow account. How did this pass all their personnel and adjusters, as well as computer calculations. Why am I on the hook for any changes they decide to do after the fact? I signed and agreed to a certain mortgage payment and all that is out the window because Wells Fargo has chosen to do a bait and switch?
I 've been speaking with Wells Fargo agents sinceXX/XX/XXXX trying to get what my new payment was after the HO6 fiasco. Every single time I spoke with an agent, I was promised a call back or information, which has never been followed through.
I 've been promised several times to get call backs from XXXX XXXX ( XXXX  XXXX ) and never did. She completely dropped the ball and has never called back. Any time I called her, she said she 'll get back to me and does n't.
Now we 're at the end of XX/XX/XXXXand I still do n't know what the new payment is, which is due XX/XX/XXXX XX/XX/XXXX, I put in a complaint on Wells Fargo XXXX  page and get replies from reps named XXXX, XXXX, XXXX, and XXXX that a specialist named XXXX will get back to me within 24 hours. I said that I need a call right away, and XXXX replied that the specialist will call back in 24 hours because they will be looking into the issue so they can call me with answers. 24 hours later, I get a call from XXXX XXXX ( XXXX XXXX ) who had no information for me at all. First, I was told it was going to be XXXX, and second I was told they are researching for 24 hours. When addressed with XXXX, she said they should n't say those things. Why are they outright lying to me? XXXX said she 'd look into the matter and call me back by the end of Friday with some sort of answer on the payment due, why the HO6 policy is n't on there anymore, and why the tax escrow was changed. She wanted to give me her contact information, but I was n't able to write it down so I asked her to email it to me. She said that her email system allows her to receive emails, but due to privacy and security issues, she ca n't send emails. We had a conversation about how ridiculous that is ( which was on a recorded line ) and I took down her contact info.
Friday comes, and no return call ( lie # 1 ).
On Monday, XX/XX/XXXX, I call back. At this point, I still do n't know what my payment is and it was due on XX/XX/XXXX! She gives some excuse that she had a half day on Friday, which is no reason that she could n't call or email me. Oh, she ca n't send emails. She promises to call me back by XXXX EST ( I 'm one hour ahead ) with answers.
Not too long afterwards, I get an email from her with my payment statement. I GET AN EMAIL! An email that she said she was n't able to send due to company policy! ( lie # 2 ). I made the payment immediately so I 'm not hit with any charges. XXXX calls to tell me she sent me the email and says she 'll call back by end of Monday with answers about the escrow account. No call Monday ( lie # 3 ). Mind you, I 've spoken to her 3 times and blatantly lied to three times!
Tuesday XX/XX/XXXX, I email her back that I am still waiting for an answer. I also send a XXXX message to XXXX that I 'm waiting for a call back.
Today is WednesdayXX/XX/XXXX, and still no return call. Still no idea why all these escrow changes. This is a bait and switch! I will NEVER recommend Wells Fargo! No wonder they have over 1.560 complaints on the BBB and nothing but negative remarks on their XXXX page!

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 monetary relief