Consumer complaint received 2017-08-17
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My husband and I closed on our first home on XX/XX/XXXX. Throughout the loan application process our Mortgage representative, named XXXX XXXX, repeatedly explained that Wells Fargo would not be the loan manager/payee, that it would belong to XXXX XXXX while Wells Fargo acts solely as a third party processor only. My husband and I were provided final closing document with final mortgage payment information showing {$1300.00} due each month. This amount is inclusive of the mortgage payment, a required private mortgage insurance, my own homeowner insurance, and taxes. These final numbers were supplied to us in written documented and signed forms onXX/XX/XXXX, three days prior to the closing date. On our scheduled closing date, XX/XX/XXXX, the numbers remained the same as previously provided, showing {$1300.00}, and we signed all closing documents and contracts showing this amount due to be true and accurate. Wells Fargo representative XXXX XXXX, our realtor XXXX XXXX, the seller 's realtor representative, and attorney XXXX XXXX were all witnesses to our closing on XX/XX/XXXX and confirmed the contract ( s ) as accurate and true. I was promised copies of all the signed closing documents signed on XX/XX/XXXX to be emailed to be, which was received, but I have not yet received the Deed to the house as requested and promised was mailed to my new home address. It has been a month since closing, and I have not received any Deed information showing my ownership and purchase of this home. On XX/XX/XXXX, my  husband and I checked the new house 's mail and found an invoice from Wells Fargo. To much to my surprise, I am being billed by Wells Fargo instead of the promised and repeatedly advised XXXX XXXX who is supposed to be servicing my mortgage loan. But that is not the only thing wrong with this invoice. This first mortgage invoice also shows a due balance of {$1400.00} ; which was not the contracted amount provided two weeks earlier. I immediately contacted by representative, XXXX XXXX of Wells Fargo, and questioned both why is Wells Fargo sending me a bill instead of XXXX XXXX  and why is the amount due different than contracted at closing. His response was merely an " I do n't know '' and " I will need to look into this and get back with you. '' He never got back with us. I escalated the issue to his manager, XXXX XXXX, onXX/XX/XXXX who is listed on the final Closing contract as being the representative for Wells Fargo. Her response was that she is not involved, she does not know much about the issues, and she believes the difference in billing amount is due to inaccurate tax information that was pulled incorrectly throughout the loan application process and provided incorrectly again at Closing, but they would need to verify and get back with me. I requested she have her manager give me a call that day to ensure my complaints were being reviewed seriously as we have encountered more than a few mistakes just during the application process due to quality control issues on behalf of Wells Fargo. She stated she would have her boss, XXXX XXXX, give me a call on XX/XX/XXXX. I never received a call from him, ever. On XX/XX/XXXX, I received a call on a recorded line from an XXXX who is part of the Solutions Dept of Wells Fargo who wanted to verify my complaints. Shockingly enough, he was not made aware of the incorrect billing coming from Wells Fargo. I informed him that Wells Fargo is not the company I wanted servicing my loan, that XXXX XXXX was described to me repeatedly as being the company who manage my loan and would be sending me a bill for the mortgage, not Wells Fargo. I also informed him of the incorrect billing amount as compared to the Closing documents supplied to me at Closing and questioned why the change in amount. He had no solutions to provide and requested I stop contacting Wells Fargo. If I had known the loan would be managed by Wells Fargo, I would not have proceeded with the loan. I also would not have proceeded with a loan that is outside of my comfort budget for my monthly income. In fact, Wells Fargo has repeatedly increased my mortgage payment since the very beginning. We initially had estimated mortgage of {$1100.00}, then it moved to {$1200.00} after they reviewed our actual monthly income and banking information. Then it increased again and finalized at {$1300.00} after the insurance fiasco was resolved. The final mortgage payment was contractually provided and agreed as {$1300.00} inclusively of all insurance and taxes. I do not feel I should be forced to pay a higher amount for their fraudulent business practices and fraudulent insurance requirements for this loan. I feel they should honor the contract they provided to be true and accurate at closing. They refused to provide any resolution or solution to any of these complaints and basically forcing me to pay a mortgage I can not truly afford to avoid going into foreclosure. I would love to go into further detail with you upon request. I can also supply all versions of the estimates provided, the final closing documents, and all release forms that I have signed including a release form for XXXX XXXX. I have kept every piece of paper provided and I can request copies of all text messages and emails from my cellphone provider to show the numerous conversations and messages exchanged. I recommend no one ever use Wells Fargo for anything, ever -- they will screw you over and not care at all how it affects you or your life.

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