Consumer complaint received 2018-04-24 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
To Whom this May Concern : This was a line of credit my mother applied for, My mother has my same name. 

My name : XXXX XXXX Deceased mother : XXXX XXXX XXXX Before my mother passed   away I was in title. 

Although I finished paying the principle on my mortgage since XX/XX/XXXX, ( as reflected in Exhibit A- Wells Fargo statement attached ) Wells Fargo is continuing to place lender placed insurance on my account, they did as of XX/XX/XXXX which is unheard of I paid my loan off years early. If my principle balance is at XXXX then I am not a risk to them, I should not be charged lender placed insurance. I was totally paid off until in XX/XX/XXXXthey placed lender placed insurance and then when i called them they told me not to make any payments until they worked on a resolution, I have been waiting for that resolution since XX/XX/XXXX and its now XX/XX/XXXX.They are trying to place another policy effective XX/XX/XXXX. When I am at a XX/XX/XXXX balance on my principle. I can not get anyone to insure my home because of the Hurricane Irma Damaging my roof. The damage is not was not large enough for Fema to cover, but bad enough for no one to want to cover me. I didnt want to make a claim against the insurance because, I have never made a claim on my home and I was going to try to take care of this. But because they continue to place the lender placed its making the balance of insurance fees that I owe larger and larger, not allowing me to receive the title to my home. I need your Influence to go to bat for me. What the bank Wells Fargo is doing to me after I paid off my principal is totally unfair. They are mis-handling my account in 5 different ways. 

1. They are placing lender-placed insurance after my principal was already paid off. If I am at XXXX principle, I pose no risk to them. ( Please see Exhibit C- letters from them stating they are continuing to put this on ) 2. The second thing they are doing incorrectly is after I've been with the deceased department for over 10 years when I finally paid the principal balance off ... they are now switching my account to a new Department ( please see Exhibit D ) and this department is changing the whole rules of the game therefore what I was told and promised by the old apartment is void compared to the new Department. Just to elaborate the old apartment told me to fax them a letter stating that since I paid my principal balance off I could have these fees removed and I did and they remove the fees now the new Department put the fees right back on. When I'm trying to pay this off. Furthermore that new department has me waiting over 4 months for an answer and they also after the old Department said that my principal balance was XXXX the new Department is saying that I owe a XX/XX/XXXX payment. 

3. The third thing they're doing incorrectly it's sending me letters telling me that I'm going into foreclosure telling me that they're placing lender-placed Insurance again which I don't understand because my principal balance is paid!!! These letters make me lose sleep. And they placed it in XX/XX/XXXX after I paid off my principle and they plan on placing it again in XX/XX/XXXX. 

4. The fourth thing is I've totally lost trust in this bank because about five years ago they were purposely losing my payments I would walk into a Wells Fargo and make a payment and XXXX hope that I kept my receipt because if I didn't they would say I didn't make my payments. About 5 years ago I requested help from Congress and they assisted me and they audited them and they changed their tune real quickly and found all my payments. The fact that they lost by payments when I was so close to being paid off made me think that they were purposely trying to take my house and foreclose on me. 

5. The fifth thing that they're doing incorrectly is they have their representative XXXX XXXX whose phone number is XXXX XXXX XXXX XXXX extension XXXX XXXX XXXX this person has had me waiting for resolution for over 3 months. He called me yesterday only to say that they are continuing to place Lender placed insurance and he still has no resolution that the anticipated resolution date was XX/XX/XXXX. ( Mind you I put my formal complaint with him Since XX/XX/XXXX ) Since then, I've called him every other Monday and what he tells me is he'll give me an answer in 10 days that they're waiting to drop the paperwork. He has told me this over four times/ for 3 months ... I believe that's a bit much. He told me not to make any payments until they come up with a solution. But they have dragged it out 3 months. 

I can't even sleep at night thinking that these guys are going to pull some kind of scheme and try to foreclose on me for fees I don't understand why they continue to put lender-placed insurance I don't understand why they moved my account to another department after I've been with the deceased  department for 10 years now this new Department doesn't know that I dropped {$7000.00} at one time they don't know my payment history they're just trying to collect and these fees but their fees they're not principle. So as a company Wells Fargo I know they're huge but the deceased department has helped me and telling me one thing and then they the new Department is changing the rules as if it were a new ball game, when I'm clearly at the end. The deceased Department told me : that I could pay off my principle balance and any fees once I paid off my principal balance those fees I could pay off at my own terms ... once paid off I can receive the paperwork. Furthermore the deceased Department invited me to fax them over a request to take off these fees and I did, I dont have that paperwork but it was faxed in XX/XX/XXXX to the insurance department and they took off the fees! yet the new department put them back on. 

Yet this new Department put the fees right back on. They often send me letters that they're placing new lender-placed insurance. They just sent one on XX/XX/XXXX when in actuality they already placed lender-placed Insurance in XX/XX/XXXX but they can't because I paid off my principal in XX/XX/XXXX. I can't even sleep at night I stay up worrying about being so close to pay my house off and these people pulling a fast one on a normal citizen like me. To the old department I'm totally paid off on principal and they took off fees the new Department said that I still owe one more payment and they put on a whole new set of lender-placed insurance on me..My concern is that I was totally paid off in XX/XX/XXXX and I have the receipt that says XXXX balance ( attached to this email ) on the principle but they transferred my account to this new department they said I still owe one more payment in XX/XX/XXXX ( where that came from count be explained ) they're incorrect they keep making me wait ... I've been waiting for 4 months, for a resolution ... I've been waiting for an answer on this and every time I call which I call every other week on a Monday they tell me they don't have an answer, but they will in 10 days and it's been since XX/XX/XXXXthat I've been calling and now we're going into XX/XX/XXXX so what are they trying to do they said I only order payment for XX/XX/XXXX but I don't want to think that they're making me try to go to foreclosure for fees I don't trust this bank I need XXXX XXXX strength I need your help. I know that her influence will get their attention and get them to do what they should be doing. They've been having me hanging on for 4 months without an answer and it's not fair I need her to intervene but I need to fully explain to her while my case is relevant. 

Attached you will find. 

Exhibit A letter from Wells Fargo ... that proves my principle balance is paid off. As of XX/XX/XXXX and then it  also shows the small fees for about XXXX Exhibit B Attached you also find a letter where they are stating that they can help if I'm going into foreclosure ... that's the letter that makes me not get sleep. How can I go to forclosure when i was told by the deceased department that if I paid off the principal, I could pay off the fees on my own terms. 

Exhibit C in the last attachment you'll find a letter where they're telling me on XX/XX/XXXX that they're placing lender-placed insurance I don't understand how when I made my last payment in XX/XX/XXXXon principal and my bill / ( Exhibit A ) reflex that I was totally paid off on principal. 


Exhibit D And the final attachment is the letter that says they're changing my account from one Department to a new department they even change my account number they changed everything this far the ball game. 

I feel that Wells Fargo has totally mismanaged this account I feel that since they're so big they have different departments executed to try to get their money 's however if you're in the deceased department and they tell you one thing it's still Wells Fargo they can't just change the game on you when you've almost won the game they can't change the rules at the end I need your help because this is my family 's future this is my patrimony this is the home that I paid off that my mother when she passed away left to me and this will be my children 's home and my grandchildren please help me!!! Thank you. In advance! 
Regards, XXXX XXXX XXXX XXXX XXXX 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