Consumer complaint received 2024-03-13 00:00:00
Product: Mortgage — Conventional home mortgage
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: OH

Complaint narrative:
Called Wells Fargo to inform them I am ready to pay off my mortgage in XXXX. This is the first time I have ever owned a home outright and wanted to make sure everything was done correctly. My county taxes are due soon, so the Wells Fargo representative said we can pay your XXXX XXXX taxes out of your escrow account and send you a check with your remaining amount in the account. On the Wells Fargo sight, I notice XXXX XXXX taxes due for XX/XX/2024 went down. I asked the WFG representative if this was right, he said yes, it's right. Last year my Actual amount paid was XXXX the new actual amount was now XXXX. This is {$82.00} less than last year. I was thinking this never happens however, I was assured it was right. Not Projected but Actual. The WFG representative told me everything will be taken care not to worry. If anything goes wrong, we will take care of it and if something late we will pay it. All I have to do is pay my home insurance in XXXX and start paying my County taxes in XXXX. If I have need anything we are here for you. On Monday XX/XX/XXXX I get home from work, and I got a letter in the mail from XXXX XXXX XXXX total taxes due by XXXX for XXXX XXXX XXXX PENALTY IF NOT PAID BY DUE DATE. I called Wells Fargo and told them what happened. They said we sent the right amount which is the actual for {$1500.00} you need to call XXXX XXXX. They also said checked the parcel # on XX/XX/XXXX online its correct. I said I hadnt got my escrow account refund yet, so I was hoping they caught the error and fixed it. The next morning, I got up early before going to work, and called XXXX. The lady I talked to from XXXX XXXX said Wells Fargo shortchanged us. It is their job to know exactly what they need to pay. You need to call them back so they can take care of this and make it right. I ask did the tax possibly increased because it's a condo. I gave the lady my address and parcel number. She said someone has XXXX number different from your parcel. Yours ends in XXXX and theirs ends in XXXX. I looked up online the parcel number with mine only with a XXXX at the end. It came up with my neighbor 's info. She lives on my street and her exact taxes due for the first half {$1500.00}. One person at WFG XXXX fingered the number on the parcel. They never looked at the last name. Her last name has XXXX letters mine has XXXX letters. Her first name and middle initial dont even start with the same letters. I have worked so hard to pay off my mortgage and was told everything would be taken care of. Last thing I want is to have my home taken away because of the negligence of WFG. The lady said I could pay by phone with credit card or pay with an electronic check however there is a fee for both of these options. Last option is to get in the car and drive XXXX mins away and bring a check to XXXX XXXX XXXX. The lady said if I pay in person, it was the only way to get a receipt. With only 4 days left until penalty was due, I needed to take care of this. I called Wells Fargo back and explained my findings. I told them I need you guys to take care of this. They said you paid off your house and we sent you the escrow check. I told them, even know I paid off my home you still own the lien on my Condo, and I still haven't got my escrow refund check back. You guys said the amount for XXXX was right amount and it wasn't. No one offered to double check and get back to me. They could have said we will pay {$370.00}. So, it's not late and you could pay us back. Or better yet its WFG 's mistake. Since you were not excepting to pay additional amount {$370.00}, we got you covered. I told the WFG repressive I went out and made the drive to XXXX XXXX to make the payment shortage. However, in return I was compensation for my time stress and gas. The WFG REP gave me a case number and said someone will contact me back. I got a call back from the corporate side and they told me if you just told us how much we would have paid it. I told them I did. I told the WFGO representative the entire story all over again. She said she would investigate everything. I got a final XXXX XXXX XXXX with the date XX/XX/2024, with the actual amount of {$1500.00}. I said how upset I was and all I wanted was {$100.00}. The letter they sent said WFG paid the incorrect amount however ( I ) ( me ) paid the remaining balance before taxes became delinquent. They decline your request for compensation. I did WFG job for them. If I had gone out of town for a few weeks this would have turned into a huge issue. When WFG says on the end of the end of every conversation, I ever had with them, we are here for you. I feel disrespected. They got their money plus lots of interest. Companies who want repeat customers need to treat people better. Wells Fargo needs to make this right.

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