Consumer complaint received 2020-06-22
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX noticed {$1400.00} as Unpaid Advance Balance on statement ; called customer service - indicated Lender Placed Insurance placed on account prior to XX/XX/XXXX. Letter will be sent to me via mail Case Number is XXXX. 

XX/XX/XXXX letter dated XX/XX/XXXX received. States charge is for lender placed insurance for XX/XX/XXXX to XX/XX/XXXX. 

Locate records out of storage. Locate insurance agent for property in XXXX. Finally acquire declarations page showing proof of coverage. Wells Fargo Statements do not reflect this charge in XXXX, XXXX or XXXX. Locate letter requesting coverage information in XXXX and notes indicate I provided information to them. 

XX/XX/XXXX tried calling contact on letter. Was provided extension number for XXXX XXXX, representative who sent me letter ( XXXX XXXX XXXX XXXX Ext XXXX ). Left detailed message. As of today, XX/XX/XXXX, never has returned messages Called later on in day and spoke to XXXX XXXX, who sent XXXX an email to contact me. 

XX/XX/XXXX called Wells Fargo again. Left detailed message for XXXX XXXX. Called again, spoke to XXXX who created request for someone to contact me with 48 hours to get my proof of insurance XX/XX/XXXX spoke to XXXX XXXX again, no luck Created second request for someone to contact me as there isnt one in system. 

XX/XX/XXXX left detailed message for XXXX XXXX - no call back XX/XX/XXXX left detailed message for XXXX XXXX - no call back. Phoned back and spoke to XXXX XXXX at extension XXXX. He said he would escalate it to a supervisor. 

XX/XX/XXXX received call from XXXX XXXX in the Complaint Department at extension XXXX. He explained he will be responsible for resolution of this matter. Sent me an email with his contact info. 

XX/XX/XXXX sent XXXX XXXX email with declarations page. 

XX/XX/XXXX received call from XXXX XXXX, received email and has declarations page. He indicated I should have resolution in 3 days. 

XX/XX/XXXX emailed XXXX XXXX to indicate I have not heard from anyone XX/XX/XXXX phoned XXXX XXXX at XXXX XXXX, left detailed message XX/XX/XXXX phoned XXXX XXXX and left detailed message. Phoned Wells Fargo back and spoke to another person. He indicated XXXX XXXX was not available. I asked for a supervisor, then XXXX XXXX got on call. He indicated that he submitted the information which they had requested. Who requested what information I asked. He said insurance department. I asked for the persons name, he said he couldnt give it to me. I asked when they made request, he said in XX/XX/XXXX and he sent it on XX/XX/XXXX. I asked for his supervisors name. He said XXXX XXXX and when I asked for his extension number, Mr. XXXX indicated that he is the highest level of service I could speak to and he could not provide information for Mr. XXXX. He then said he was no longer handling my case and it was transferred to XXXX XXXX Executive Office Case Specialist at XXXX XXXX XXXX XXXX, Ext XXXX. I told him that was the same office I started with and I was back where I started. The call was disconnected at that point. 

I am frustrated with the lack of response from Wells Fargo.

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