Consumer complaint received 2018-04-23
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY (DE)

To Whom This May Concern : I received a letter dated XX/XX/XXXX from Wells Fargo Home Mortgage stating due to an escrow shortage my current payment of {$1300.00} was going to increase. The new payment would take effect XX/XX/XXXX and there was 2 options I could select for the new payment. I could select to pay {$1500.00} or {$1400.00} starting XX/XX/XXXX.When I received this letter I was devastated, due to loss of household income I had to file Chapter XXXX in XX/XX/XXXX. So to hear my mortgage payment was going to increase only added additional stress. 

I immediately called to see what caused the shortage. I was advised the shortage was due to Wells Fargo paying 2 homeowner insurance policies. I advised the representative I was never advised I had 2 policies for homeowners insurance and what did I need to do. The representative advised me to cancel one of the policies and send the refund. I immediately called XXXX and canceled the policy. I was advised it would take up to 15 days for the refund to be received and that a check for {$1300.00} will be mailed. 

On XX/XX/XXXX I called Wells Fargo and requested to speak with a manager. I spoke with XXXX XXXX ( Escrow Manager ) and she processed the payment for the escrows. On XX/XX/XXXX, I checked my balance and was advised the account was past due of {$1500.00}. I called several times afterwards to get an explanation of my account because it was still showing past due. I escalated the issue to the Executive Office. I was assigned a case worker by the name of XXXX XXXX. ( Enclosed is a letter from the representative ). Per XXXX letter she confirmed there was not an escrow shortage, my payment will not increase and they ran an escrow analysis and issued a refund of {$480.00}. There was also a letter mailed on XX/XX/XXXX showing my current payment and there was an escrow overage ( enclosed is the letter ). 
On XX/XX/XXXX I called to make a payment and my account was stating the balance was {$3100.00}. I spoke with several escrow representative and was advised the manager ( XXXX XXXX ) that took the payment, applied the payment to the principal and not the escrows. The representative stated my account was in the process of getting corrected. After countless phone calls and incorrect information I escalated the issue to the Executive Office again. I was assigned to XXXX XXXX an Executive Representative. I explained the reason for the escalation. I advised to please listen to all the calls Ive made. I advised in speaking with the Escrow department the initial payment I made on XX/XX/XXXX  for the escrow shortage was applied incorrectly and its causing my account to be delinquent. .She stated she will contact me back on XX/XX/XXXX with a resolution. The representative called me on XX/XX/XXXX and asked if I had a name of the representatives I spoke with. It was too many calls to listen too to get a resolution. I advised I didnt have an exact name but the bankruptcy representative conferenced a representative from Escrow and advised of the error of the payment and to make a payment of {$1300.00}. On XX/XX/XXXX I received a call from another Executive Officer XXXX XXXX who stated the case was forwarded to them. I explained the situation AGAIN and he stated he will review the case and call me back on XX/XX/XXXX. On XX/XX/XXXX I spoke with XXXX in the bankruptcy department and questioned my account status. He stated my account was 60 days past due and read a required disclosure for foreclosure status. I asked the representative to provide me every payment I made since XX/XX/XXXX. XXXX stated all payments were made on the account and he was not sure why the account was showing past due. He stated he was referring the account to his manager XXXX and to call back on XX/XX/XXXX for the payment discrepancy resolution. On XX/XX/XXXX I called and left a message for XXXX ( Executive Representative ) because he did not follow up regarding the open case. He returned my call and stated his supervisor advised him to only listen to the call on XX/XX/XXXX. That it was too many calls to listen to and they couldnt find ANY calls stating the escrows was resolved. I stated he was the third Executive representative I spoke with and the first representative XXXX XXXX sent a letter on XX/XX/XXXX confirming the issue was resolved. 

He then stated my account is showing past due because Im currently in bankruptcy. I requested to speak with his manager because my mortgage is not included in the bankruptcy and Im not getting a resolution. I requested to speak with the Bankruptcy department to try and find the representative who conferenced the escrow department on the line with us. I spoke with a Lead named XXXX she stated on XX/XX/XXXX I  spoke with XXXX who took the payment and I spoke with XXXX XXXX also on XX/XX/XXXX from the escrow department. She stated she would listen to the calls on the dates the payments was made and will follow up on XX/XX/XXXX. She also provided her call back # of XXXX XXXX XXXX. 

On XX/XX/XXXX I called XXXX twice and left a message at XXXX XXXX. I still have not received a return call. On XX/XX/XXXX I called and spoke with XXXX who stated the notes was showing there was a payment due date adjustment on XX/XX/XXXX and thats why the account is currently delinquent. I stated I wasnt aware of a payment adjustment and what about the months for XX/XX/XXXX-XX/XX/XXXX. She stated I would have to speak with the Executive Office and put through another case. I spoke with XXXX in the Executive Office she  stated she would have to open a new case and assign a new Executive Representative. I advised I already had a case open and I was working with XXXX XXXX she stated that case was closed. I stated I spoke with XXXX on XX/XX/XXXX and he never mentioned my case was closed. 

I have spent countless hours on the phone trying to get this resolved. This has caused nothing but stress and misery for me. Ive been working extremely hard to make my payments and keep my property. For me to hear thats its the bankruptcy that causing the issue is an outright cop out. When I initially spoke with the manager XXXX XXXX on XX/XX/XXXX she advised me because I sent in the difference for the escrows before XX/XX/XXXX, that my account was in good standing. Im getting shuffled around to various representative and every call Im hearing something different. When I filed for bankruptcy in XX/XX/XXXX my account was never showing past due and I was able to make payments over the phone with no issues. 

Since XX/XX/XXXX st its been nothing but issues ; because of the past due amount I have to speak with representatives to make payments. This is mortgage abuse and unfair practices Wells Fargo is conducting. On XX/XX/XXXX I spoke with XXXX form the Office of Controller of Currency and was advised to contact the Consumer Financial Protection Bureau. I spoke with a very knowledge representative XXXX who advised me the steps of filing a complaint.