Consumer complaint received 2016-08-28
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Hello I 'm a retired senior, who sort to make my mortgage payments- meet my fix budget better ; by refinancing my existing interest rate to a lower rate. Upon this refinance I was picked up by Wells Fargo. After receiving this lower rate and lower monthly payments which better suited my fixed income, this excitement was short lived when Wells Fargo informed me that my mortgage payments were to rise by {$50.00} dollars due to increase taxes and insurance. I understood this dilemma and asked how my payments could remain the same as when they were refinanced. I was then told, that I could request an escrow buy down. This would have them calculate this yearly projected increase, for taxes and insurance- that I would pay separate from my current mortgage payments. Thus eliminating the escrow shortage and would my budget payments the same each year. This set up worked for me until later, Wells Fargo changed- when they did the escrow analysis for my mortgage payments and begone to recalculate them less than a year afar. So instead of calculating for this escrow shortage each XX/XX/XXXX, they began to do it in XX/XX/XXXX as well of the same year. Even though I had just given them, in XXXX XXXX a good amount of payment for this calculation and set up. Now they have stated that in Maryland that these calculations are to be done in XXXX XXXX, as well increasing my mortgage payment for XXXX XXXX more than {$200.00} a month without any prior notice that this would occur. I have repeatedly called and left messages and was told prior, by their Customer Care Recovery person that my next calculation would be in XXXX XXXX and due in XX/XX/XXXX. Yet, their left hand reneges on the right hand and changes options without notice to the mortgagee, claiming no knowledge of changed procedures and increases monthly payments to benefit Wells Fargo without resolution to their clients. I really do not appreciate Wells Fargo playing these type of games with my finances. I like the escrow buy down program that they offer because it has worked for me and my budget but not the changing of yearly scheduling of it without prior notice or justification because when they have changed this, they have not even paid my yearly taxes for XX/XX/XXXX with escrow still available that I can see from my online account but they are saying a shortage exist for this {$200.00} increase without justification and what I was informed prior that these calculations would be done a year apart, not a few months apart to increase my mortgage. This is not a game to be played. Please contact and correct this situation on our behalf and for others who have run into similar situations with this particular bank were they benifit and we do n't. This bank is inconsistent with their procedures, and how they handle payments made to them. They have even refunded funds back to me for this escrow shortage in the past, claiming not knowing what they were for and rerouted funds incorrectly having me to call reps constantly for corrections. And now, I 'm requesting YOU to please FIX this situation. HELP!!!!!!!! 
creating shortages when if all were on the same page these errors due XX/XX/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