Consumer complaint received 2025-06-04 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Legal Case Summary - Wells Fargo Home Mortgage Background I am the deeded owner of my late XXXX 's home, which has a mortgage with Wells Fargo Home Mortgage. In XX/XX/2025, I accidentally canceled the active XXXX XXXX homeowner 's insurance policy. I mistakenly believed it was a duplicate or supplemental policy, not realizing it was the primary coverage. 

After receiving XXXX notices from Wells Fargo stating that homeowner 's insurance was required, I immediately attempted to obtain coverage from XXXX different insurance companies. However, each company refused to underwrite the policy because the mortgage was not in my name, even though the deed was. 

I contacted Wells Fargo Home Mortgage and explained the situation, requesting that they initiate force-placed insurance, as I was unable to obtain coverage on my own. I received no return call or confirmation from Wells Fargo. 

Due to increasing concern about my legal and financial exposure, I decided to pay off the mortgage in full, in cash, on Friday, XX/XX/2025 at XXXX AM. 

- Teller : XXXX - Banker : XXXX XXXX ( hand-walked account and confirmed payoff ) - Location : XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX Issues/ Allegations XXXX. Delayed Mortgage XXXX XXXX - XXXX was in cash and made before the daily cutoff, yet loan still to this day, has not been recorded as paid off. 
- Additional interest accrued and forced-placed insurance was triggered. 
- Initial reps claimed the date could not be adjusted. After I mentioned RESPA and legal counsel, they reversed and submitted a backdate request to XXXX XXXX. 

XXXX. XXXX XXXX -Placed XXXX XXXX RESPA XXXX XXXX was retroactively applied from XX/XX/2025. 
- I was told first notice went out XX/XX/2025 and second on XX/XX/2025. 
- Insurance was placed XX/XX/2025 but backdated to XX/XX/2025. 
- Under 12 C.F.R. 1024.37, the earliest chargeable date would be XX/XX/2025 - not XXXX. 
- Backdating constitutes unlawful retroactive billing. 

XXXX. Unprofessional XXXX and XXXX - XXXX refused supervisor escalation. 
- Rep falsely stated partial refund only and that insurance was nonrefundable. 
- Later reps contradicted earlier ones, acknowledging XX/XX/XXXX payoff and issuing refund request. 

Emotional & Financial Harm - Emotional distress from misleading treatment and financial confusion. 
- Forced to cancel an additional {$1700.00} payment I was told was non-refundable. 
- Ongoing mental health strain due to grief, legal pressure, and financial instability. 

Documentation Available - Receipt and bank records of XX/XX/2025 cash payoff. 
- Letters from Wells Fargo regarding insurance lapse and force-placement. 
- Notes recalling calls with insurers who verbally declined coverage. 
- Verbal confirmation from Wells Fargo reps with major contradictions -Recorded phone conversations with multiple Wells Fargo Home Mortgage Customer Service XXXX and Wells Fargo Mortgage XXXX XXXX for the date covering XX/XX/2025.

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