Consumer complaint received 2017-04-10
Company: WELLS FARGO & COMPANY
State: AR
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
Wells Fargo bank is using Illegal practices to start Foreclosure proceedings on my home. Wells Fargo is taking advantage of me because I am XXXX man and widower. I am XXXX years old and I worked for the XXXX as the XXXX for 30 Years before retiring. I was an active man of sound mind but I XXXX and XXXX in XX/XX/XXXX. I had to be XXXX and put in XXXX for XXXX. My Daughter and Sister were named Power of Attorney and they started to collect my mail for me to bring to the XXXX. 
I was surprised to see a letter that Wells Fargo has started Foreclosure proceedings on my Home for non-payment while I was in the hospital. Wells Fargo agents had previously told me I had no balance due and that I no longer had to make any payments on the mortgage. Now I received threating letters from Wells Fargo and their loan servicing provider ASC stating my home will be foreclosed on in XX/XX/XXXX. 
I requested copies of loan documents from Wells Fargo. Wells Fargo bank has refused to provide copies of Loan Documents including the Truth in Lending Disclosure, Good Faith Estimate, and the Amortization schedules as I have requested. I have requested copies of these documents so that I may research contradictory information. I purchased my home in XX/XX/XXXX and it was refinanced in XX/XX/XXXX as a Conventional ARM. 
1 ) I had been informed after my wife died that our home was being paid through her insurance and that I no longer needed to pay on my mortgage. Wells Fargo sent me XXXX letters stating no balance was due. 
2 ) However, I kept receiving Monthly Statements from Wells Fargo - American Servicing Company ( ASC ). I contacted Wells Fargo by phone to discuss the issue. One agent stated I was paid in full and the bank had made a mistake. On another occasion after receiving a statement, I was told I still needed to pay. Confused on the status of my home I continued to pay to XX/XX/XXXX until I XXXX in XX/XX/XXXX. 
3 ) From XXXX XXXX to XXXX XXXX I received letters with contradictory statement amounts that do not reflect the total Principal amount paid on my loan since XX/XX/XXXX/XX/XX/XXXX 
4 ) A XX/XX/XXXX statement showed an Escrow Balance of {$330.00} and a Restricted Escrow Balance of {$3000.00}. Wells Fargo has not provided any explanation for why I no longer have access to the {$3000.00} that use to be in Escrow. My Property Taxes are only {$570.00} and are not due until the month of XX/XX/XXXX. 
On XX/XX/XXXX while still in the hospital I had my daughter call to make immediate payments on whatever amount Wells Fargo claimed was past due. Wells Fargo agents refused to provide my daughter with the amount due on the phone and would not allow her to make the payment even though she had a Power of Attorney on file. My daughter spoke with Agent XXXX Contact Phone Number XXXX Ext XXXX The Wells Fargo Agent lied and stated she did not have any information about the mortgage loan. 

Later that evening my daughter who is highly skilled with computers was able to go online to make a payment using statement information I had provided. We were surprised that the only amount showing Past Due Online for my Loan was XX/XX/XXXX which she promptly paid. I received the following Wells Fargo Confirmation Number for the XXXX Payment she made online ( XXXX ) As I am XXXX and XXXX I would like immediate support from the CFPB. I would like to use the {$3000.00} in my Restricted Escrow account to cover the {$2800.00} falsely claimed by the bank as Past Due to stop foreclosure proceedings. 
Please have Wells Fargo explain in writing why I still am being charged monthly even though the account was already paid in full. I would like a copy of my Loan including the original Signed Loan with the GFE, TIL, Amortization.

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