Consumer complaint received 2018-04-25
Company: WELLS FARGO & COMPANY
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My FHA loan was originated on XX/XX/XXXX and later sold to Wells Fargo. With my LTV ratio down under 78 % and the five year mark approaching, I sent messages through the Wells Fargo online system and certified mail over 30 days in advance of XX/XX/XXXX ( the 5 year mark ) requesting that the Mortgage Insurance be removed as soon as possible. Instead of following my repeated instructions, Wells Fargo continued to send me an 'automated ' type of response in the mail essentially stating the qualifications had not yet been met. So I would send them a message again and again letting them know that I would not pay for any Mortgage Insurance past 5 years of my Loan Origination and any payments they made would be of their own accord and should not be deducted out my escrow account. I also called Wells Fargo on XX/XX/XXXX, to once again verbally communicate this message. In complete disregard of all my messages they continued to charge me a MIP in the amount of {$88.00} on XX/XX/XXXX and again on XX/XX/XXXX. 

I submitted disputes on this and they told me they sent it to record keeping and then delayed coming to a conclusion for months. Finally, approximately two months later I got a call from Wells Fargo stating their research department had reached a resolution. Their conclusion was that my escrow account was being charged in arrears for the Mortgage Insurance and therefore I owed everything they took out and they would not be refunding me anything. When I pushed back for more specific details I was told that the {$88.00} charge to my Escrow Account on XX/XX/XXXX was to cover their payment to the Mortgage Insurance for the month of XX/XX/XXXX and the {$88.00} charge to my Escrow Account on XX/XX/XXXX was to cover their payment to the Mortgage Insurance of the month of XX/XX/XXXX. When I insisted that they at least refund my escrow account {$88.00} because the month of XX/XX/XXXX was AFTER 5 years of my loan origination and I had requested cancellation of the Mortgage Insurance as soon as possible multiple times with 30 days advance notice they still continued to refuse. 

As of end of day on XX/XX/XXXX, ALL MIP cancellation requirements were met!!! 

I have spent so much time and energy on this that I'm at my whits end. Some may say that {$88.00} is not a lot of money but to me I feel incredibly violated that they took money from my escrow account to pay a bill that : 1. I specifically instructed them not to pay 2. I had no contractual obligation to pay 3. I had no legal obligation to pay ( FHA financing rules ) Wells Fargo disregarded all of my requests and instead stole from me and my property rights have been unlawfully infringed upon. I have spent at least six or seven hours directly working on this and months in a restless unsettled emotional state. Wells Fargo wouldn't listen to my preemptive warnings about this situation in advance and they still won't listen now. Their lack of regard for me and my requests has not only been a great inconvenience to my time but also a distress to my pursuit of happiness. They ended the phone call by stating the issue had been resolved even though I continued to insist and tell them it wasn't. 
So anxious and so disappointed in Wells Fargo Home Mortgage!!!

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