Consumer complaint received 2026-03-05 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I have been dealing with the Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX and Case XXXX XXXX XXXX. XXXX XXXX has been EXTREMELY confrontational during our communications, including yelling and swearing at me during our phone conversations. I do not feel that this office, and in particular, XXXX XXXX, can be objective when looking at the situation created by WF actions. I would like to elevate this complaint to a higher authority within WF in an effort to resolve this ongoing situation. The XXXX XXXX XXXX XXXX has not provided reasonable solutions to my complaint and they are extremely biased, XXXX, against my situation and the events that took place to create this conflict. I have asked for records that they posess and those records have not been provided. In particular, I had numerous phone conversations with the WF customer service department that addressed many of the outsatnding issues and the recordings and/or transcripts of those calls have not been provided. XXXX XXXX has been extremely confrontational and will not/ can not listen to the facts of this case. I will outline the main items of this complaint below and what would be and could be a simple solution to resolve this situation. 1 ) This loan was initiated as a Home Equity Loan with XXXX XXXX, also known as or associated with XXXX XXXX. The noted $ XXXX amount is correct. 2 ) Under the contract, XXXX was due a payment of {$1500.00} on XXXX XXXX. This payment was not made XXXX XXXX sold this HELOC to Wells Fargo on XX/XX/XXXX. WF notified me of this action on XX/XX/XXXX and gave us a due date of XX/XX/XXXX for the first payment to be made to them. This is evidenced by their own billing statement sent to me. The first payment of {$1500.00} was made on time to WF as directed by thier billing statement in XXXX of XXXX. In XXXX of XXXX, XXXX contacted WF and convinced them that the payment I made to WF should have been made to them, or something to that effect. I was not provided any information of these calls or mailed documents until XXXX of XXXX when WF took one of the payments I made to them ( {$1500.00} ) and sent it to Aspire. I objected to this activity and had numerous calls with WF customer service and advised them that this was wrong, NO PAYMENT of any kind was due to XXXX becasue of the sell date ( XX/XX/XXXX ) noted above. I have asked for call recordings or transcripts of these calls and none have been provided. I also asked for documents or conversation information exchanged with XXXX in regard to this transaction and none has been provided. The reidrection of my Payment from WF to XXXX caused every subsequent payment to be 1 month late and late fees began to accumulate. I had more conversations with WF customer service in regard to this but was told there was nothing they could do. WF essentially took my properly made payment to them and gave it to XXXX causing numerous improper and illegitimate late fees to accumulate on my account. The contract executed with XXXX DOES NOT require that any payment be made to them even if they sell the loan/note. Absent any provision to pay, I did not and can not be forced to make a payment to a company that no longer owns the note or the rights to the property. These accumulated late fees are part of the Foreclosure filing dtd XX/XX/XXXX but are false in nature and should never been presented as due or outstanding. The illegitimacy of the re-routed payment in XX/XX/XXXX is the cause of contention and WF should admit their error in paying XXXX. Futhermore, WF should reimburse my payment of {$1500.00}, sent in error to XXXX, and they should erase any associated late fees that accumulated due to their transgression. They also should alert their counsel to the fact that they provided false information to the court to substansiate their Foreclosure filing. It is essential to note that I NEVER missed a scheduled payment to Wells Fargo. Never!! 3 ) At some point in XXXX, Wells Fargo decided, on their own, that I did not have Homeowners Insurance on my property/homestead. This is 100 % WRONG and I proved that to WF and their 3rd party vendor in XX/XX/XXXX. I have emails and phone records to substantiate this proof but XXXX will not provide the associated phone recordings from my calls to Customer Service. Wells Fargo created a totally unnecessary Escrow Account to facilitate paying the HUGE premium ( nearly {$1100.00} per month ) of a forced insurance policy starting XX/XX/XXXX and billed through XX/XX/XXXX. They took 100 % of my monthly payments ( {$1500.00} ), which were all made 100 % on time, and used them to pay this fake and totally uncessary forced policy. Remember that in XX/XX/XXXX, WF customer service acknowledged in a phone with me, that my insurance was indeed valid and the forced policy was not necessary. In this call, WF customer serviced assured me that all funds would be adjusted back to the proper purpose. That would mean that as of Mar 2025, 100 % of the payments were made an applied appropriately. This was NOT done and instead they presented all their misinformation to their legal counsel in an appearance of me be in the rears for numerous payments. The payments were made and that is easily provable via WF billing statements, they simply used the fake billing on the forced insurance to create the appearance of a huge deficit. This totally false information was presented to their legal counsel as legitimate and used as part of the Foreclosure filing. 4 ) If these 2 errors by Wells Fargo had been addresed properly, there would NEVER have been any reason to file a Foreclosure lawsuit becasue there was NOTHING in the rears. An Audit of the billing statements from XX/XX/XXXX through XX/XX/XXXX can and will easily confirm these points. Not XXXX single payment of the contracted amount of {$1500.00} was ever missed. Wells Fargo misapplied/misappropriated payments that I made to them in full and on time and created a false scenario that caused a False/Fraudulent Foreclosure filing on XX/XX/XXXX in XXXX XXXX XXXX. 5 ) Well after the filing of the Foreclosure, WF used the unecessary, unwanted and never used Escrow account to pay my existing Homeowners insurance for XXXX and to pay the assessed property taxes for XXXX and XXXX. The insurance payment was received and then fully refunded to WF by my insurer XXXX XXXX, but WF still uses it as court " evidence '' of a default on the loan. I am a 100 % XXXX Veteran who served 30 years in the XXXX XXXX. The XXXX and XXXX property taxes that were assessed are in the process of being refunded because of a State of Texas law that exempts 100 % XXXX Veterans from Annual Property Taxes up to {$12000.00} per year. Wells Fargo is well aware of the law and my status as a XXXX Veteran and they are aware that I have initiated the process to have the amounts they paid to Texas fully refunded. There is a process I must and am following and the refunds should be generated at some point in the near future. WF continues to show these unrequired property tax fees as court " evidence '' for the Foreclosure. The Escrow account that WF falsely created has since been closed since XX/XX/XXXX, but WF continues to use its exsistence as court " evidence '' also. The bottom line of all this is that Wells Fargo made 2 errors in misappropriating funds that I submitted to them as contractually obligated. WF customer Service acknowledged both of these erros and insisted in phone calls with me, that they would be fully resolved. The Wells Fargo " Enterprise Complaints Management Office '' refuses to provide the evidence of these recorded calls and insists they are justified in the Foreclosure process. I have contacted their legal conusel directly and advised him of the errors in the information they provided him. He made a False Claim to the court based on the false information WF gave him. The Foreclosure has not advanced and I believe this is becasue he now knows of the falsehoods given to him. I have asked WF legal counsel to advance the process, so the Judge can accurately see what has transpired, but he has declined to do so. 6 ) There is an obvious and simple solution to what has transpired but Wells Fargo and their " XXXX XXXX XXXX XXXX '' continue to ignore the simple facts that I have presented here and insist that somehow I am wrong. This is still solvable without court action, if someone with some common sense at Wells Fargo would simply do the right thing and correct the errors they have made. The " XXXX XXXX XXXX XXXX '' has been totally unhelpful in this process and actually made it worse. XXXX XXXX in particular, has been quite abusive and derailed the process of reaching a solution. I am appealing to Wells Fargo to escalate this to a better office within their structure, so that a common sense solution can be reached and this can be resolved.

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