Consumer complaint received 2017-02-28
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I was preparing to close on the selling of my home in the XXXX, MN on XX/XX/XXXX. The broker was XXXX, and XXXX was the selling agent. I was instructed by XXXX, XXXX, MN in early XX/XX/XXXX that the closing date on the sale of my property was being set and they asked me to contact Wells Fargo ( WF ) to have my XX/XX/XXXX payment pulled early to assure that there would be no hold ups on the day of closing. I called WF in early XX/XX/XXXX, around XX/XX/XXXX to ask them to take my payment out early. I was told by the representative on the phone that because I had an automatic withdrawal set up that I was not allowed to make my XX/XX/XXXX payment early and it was already in process so I would have to plan accordingly. I contacted my real estate agent and gave him power of attorney to act on my behalf on the day of closing. On XX/XX/XXXX during the closing, I received a call from XXXX. WF was withholding an undisclosed amount of my funds claiming I missed my XX/XX/XXXX payment. They said were withholding an monies for the final payment ( s ), late fees, and fines. Also, my credit score was now tarnished. The closing went forward with this disputed withheld, amount still unknown. I contacted WF 's customer service via phone to try to resolve my problem but they claimed I had never called them to ask about an early payment and that my home mortgage was in arrears. Once I was out of my home, I went to see a Wells Fargo agent in person about this issue at the XXXX Wells Fargo branch, 1200 XXXX XXXX, XXXX, MN, XXXX. I spent about an hour going over the problem again and again with a Wells Fargo banker in person, asking for a resolution. He contacted another WF agent via the phone ( man named XXXX ) who was supposed to have been able to resolve the issue. At the end of this conversation, I asked for both the in-person bank rep 's number and XXXX 's rep number and was told neither had one. I asked for a transcript/summary of the conversation we just had, but they said they could not give me one. I asked for an email summary of the conversation we had just had but was told they could not provide me one. Neither WF reps would give me their any email addresses. WF blamed XXXX and told me to go back to them. I was treated very disrespectfully, and trapped between two large businesses. When I asked for a direct phone number for WF rep XXXX, so XXXX could contact him to save time, I was given the same XXXX number all customers use to reach WF and where it is next to impossible to speak to someone in person. Later that week ( I believe it was XXXX. XX/XX/XXXX ), XXXX XXXX and I made a conference call to WF. The male representative kept saying he could not share any anything about my account on the phone line as there was a third party on line. I repeatedly explained to him that XXXX was my real estate agent with power of attorney to act on my behalf. After much hassle, the WF representative finally agreed to pay me the disputed funds they had withheld from my payout, refund any late fees and fines, and make sure my credit rating was restored. This information would be sent to me along with a written account of all of this when they made my final escrow account refund payment at at year 's end.I received a check in late XX/XX/XXXX from WF for the amount of {$130.00}. No explanations, no refunds, no credit restoration information, and no late fee or fines information, refunds, or restitution. I kept the check in hand as I needed time to research where I could make a formal complaint. Next I got a letter from WF saying I had 180 days to cash their check or it would be void. A few weeks later ( dated XX/XX/XXXX ) I got another letter saying that the check was only good for 90 days. Neither letter listed person or number tocall with questions or concerns.

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