Consumer complaint received 11/28/2017 about Mortgage (Conventional home mortgage) with WELLS FARGO & COMPANY (FL).
Issue: Trouble during payment process

Complaint: I called to make a mortgage payment with Wells Fargo Home Mortgage as usual. Today XX/XX/XXXX. I am always transferred to collections since I am two months behind. I spoke with collection agent XXXX XXXX and I told her all I want to do is make a payment and not be harassed as to the reason I am behind the reason is in the notes for the past two years. XXXX continued to ask me the questions and over talk me so explained again for the 24 month that my house burnt down in XX/XX/XXXX the contractors took XXXX of the insurance money and I am building out pocket on the remainder of the house on a fixed income. XXXX kept over speaking me so I asked for a supervisor. I then was transferred to XXXX ( a women ) whom stated XXXX took the liberty upon herself to add me to there Hurricane Relief program. I told the supervisor XXXX that when I made my payment last month that I was offered Hurricane relief options but I did not want to take advantage of any of there programs to leave my loan and terms the same as it is. The supervisor stated she does not know why XXXX did that and that she would fix it but then she stated she could not and transferred me to there resolution department. I spoke with XXXX XXXX that stated she would write up a complaint and I would be contacted in 24-48 hours. I told her NO that no one had any right to sign me up for a program that was not even mentioned to me nor did I agree to it and that I have already stated I do NOT want to take advantage of the Hurricane Relief program. Wells Fargo has taken the initiative to do what they want with my loan in regards to relief programs against my will. I will upload a letter from my last complaint with Wells Fargo 's resolution department that I received in regards to my escrow where they refuse to apply my overage to a monthly payment to help me become current ( a retention option I would think ). It is dated XX/XX/XXXX and I was told by the resolution department that I could use that money towards a payment then I was sent this letter. The letter reads I have to be current but they are counting the late fees and other fees in order to do this. Late fees and other fees do not have to be paid until the end of the loan term. Wells Fargo still refuses to apply my money that they take to pay taxes and insurance to any monthly payment to help me become current. I spoke with XXXX in the escrow department and she stated that there is a shortage since I am behind but after making the behind monthly payments then I will have another overage in escrow but all fees have to be paid up to current until I will never see that money. This is not fair that money could help me in the hardship I am in and it is MY money. Now as the CFPB I hope you do more that just send this complaint to Wells Fargo and see why they are breaking CFBP regulations on MY mortgage loan. AGAIN I DO NOT WANT ANY HURRICANE RELIEF I WANT MY LOAN TO STAY THE SAME. I received a settlement from Wells Fargo being sued last year in regards to my bankruptcy filed while in foreclosure and they sent the check to the lender. Wells Fargo again took the liberty to dispense my money as they pleased. I had to call and they stated that should not have happened a check should have been sent to me. You think its my money but I resolved that issue after hours on the phone and filing complaints with them. I am old and tired I am really tired of Wells Fargo and there FDCPA regulations in collections that are violated and the CFPB regulations they are violating in regards to my mortgage I have had since 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