Consumer complaint received 2016-06-17
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY (NC)

This is in reference to Wells Fargo overcharging my home mortgage account ( # XXXX ) ; furthermore, I originally had a mortgage loan with XXXX XXXX ( Wachovia ), then Wells Fargo took over Wachovia and changed my home mortgage account to a home equity loan. 
In XX/XX/XXXX, I received an insurance notice ( Policy # LRE XXXX ( attached - dated XXXX/XXXX/XXXX ) ) stating that my insurance with Wells Fargo will expire on XXXX/XXXX/XXXX. Incidentally, I have always had insurance coverage with XXXX XXXX XXXX XXXX, since XXXX XXXX, XXXX with no gap in coverage ( see attached letter from XXXX dated XX/XX/XXXX ). In addition, I do not live in a flood zone ; hence, there is no need for hazard/flood insurance. On XXXX/XXXX/XXXX @ XXXX, I called WF and spoke with XXXX XXXX, an insurance representative for WF. I informed her of this error. While I was still on the phone, she made a 3-way call to XXXX called my bank for verification and XXXX verified that I currently had coverage, with no-lapse since XX/XX/XXXX. Subsequently, XXXX faxed a copy of the current confirmation of insurance. I then spoke with a XXXX XXXX XXXX and she stated that they had received the COI from XXXX and would issue me a full refund of all premiums. I never received that refund, nor was given a total amount of premiums collected on this account. 
In XXXX XXXX, I had not received from WF information on the total amount of the over-payments of premiums paid nor a refund check. Around that same timeframe, I called WF and requested a query of all transactions and premiums charged on this account since XXXX, I thought that this information would verify what they had erroneously collected from me and whether or not they issued a full refund. In XXXX XXXX, I was sent a query ( see attached ) with all transactions from XX/XX/XXXX - XX/XX/XXXX, less the any information on charges or refunds for the insurance premiums. In XXXX XXXX, I reviewed that month 's statement and saw that I was now being overcharged {$18.00} per month for unpaid insurance premiums, though I never had a lapse in my XXXX policy. On XXXX/XXXX/XXXX, I called WF for answers. I spoke with : Customer Care Dept. ( XXXX ) XXXX XXXX @ Collections XXXX - XXXX XXXX, FL XXXX XXXX @ XXXX XXXX XXXX. XXXX XXXX XXXX, Supervisor - XXXX, AZ Hazardous Insurance Dept. 
After I was given the run-around, the Hazardous Insurance Department told me that there must have been a lapse of coverage and to have XXXX faxed another copy of the current confirmation of insurance. Once again, XXXX fax them the COI. Once again, I requested a query of all charges from XXXX and to-date, but I ended up with the same end result ; all transactions listed, less insurance premiums and no refunds posted. 
On XX/XX/XXXX, I reviewed XX/XX/XXXX month 's statement and saw that I was still being overcharged {$18.00} per month for unpaid insurance premiums, though I never had a lapse in my XXXX policy ( see attached dated XX/XX/XXXX ). Once again, I contacted WF to find out why, after nearly 6 years, I am being charged and have note received a refund. Also, I asked about my original home mortgage loan being changed to a home equity loan? That changed made it difficult to receive assistance in refinancing with mortgage service providers. I spoke with : XXXX @ WF Insurance ( XXXX ) XXXX @ WF representative ( XXXX ) XXXX @ XXXX ( XXXX ) XXXX XXXX @ WF Hazard Insurance ( XXXX ) XXXX @ Equity Dept. ( XXXX ) XXXX @ Collections ( XXXX ) XXXX @ Insurance ( XXXX ) XXXX, XXXX XXXX @ Regional Office Call Center ( XXXX ) I received the run-around and did not get critical answers concerning my account. I even complained to XXXX, the XXXX XXXX and that got me nowhere. Bottom-line, I had to once again ask XXXX to fax over Letter of Experience ( aka Confirmation of Insurance ( COI ) see attached dated XXXX,