Consumer complaint received 2024-07-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I received a letter from Wells Fargo dated XX/XX/XXXX, stating during a recent review of current and former customers, their records indicated that I was enrolled in a home warranty product that began from XX/XX/XXXX and ended XX/XX/XXXX. The letter stated if I did not authorize the warranty to contact them for further information at phone number XXXX or take no action if no action. I called the number on XX/XX/XXXX. The representative I spoke with gave me vague information about the warranty I was charged for and stated they would be sending me a check for around {$1100.00} or if I choose I could go through the mediation process. On XX/XX/XXXX, I mailed a certified letter to Wells Fargo requesting an itemized statement of our mortgage account regarding Home Warranty Products from XXXX and copies of signed consents from myself and my husband. On XX/XX/XXXX, I received a letter from Wells Fargo, stating that my request was too broad. I sent another certified letter to Wells Fargo, requesting the information again. I then received a check for {$1200.00} on XX/XX/XXXX. The letter attach stated the check includes an amount for applicable fees, that they added an amount for the time the funds were unavailable, and it was regarding the product enrollment from XX/XX/XXXX through XX/XX/XXXX. The letter also stated I may be responsible for paying taxes based on the amount I received. I sent another letter to Wells Fargo expressing my concerns with them not providing the my account information. I then received a Mediation Letter dated XX/XX/XXXX. The letter stated if I do not agree with the amount to submit the mediation form and they will contact me within 60 days. On XX/XX/XXXX. I received a letter from Wells Fargo, stating they received the Mediation Form. The letter stated someone would contact me within 30 to 60 days. On XX/XX/XXXX, Wells Fargo finally sent a account activity statement from XX/XX/XXXX through XX/XX/XXXX. I tallied up the total amount shown that was paid for additional products home warranty, and it was more then what Wells Fargo refunded. Total amount I calculated is {$3000.00}, the fraudulent charges occurred from XX/XX/XXXX and ended XX/XX/XXXX. On XX/XX/XXXX, I received a letter from Wells Fargo reminding me to cash the check that I received on XX/XX/XXXX. I have concerns with the spreadsheet because someone could have gone in and erased additional money taken. I contacted the number listed on the mediation letter XXXX XXXX, and was told that someone would reach out to me within the specified timeframe. No one has contacted me to date. I am concerned because Wells Fargo misrepresented the information that was provided to me. I am concerned that fraud has occurred on my account and there is no additional actions being taken. I am extremely troubled that Wells Fargo expects me to pay taxes on money they stole. I am also concerned that there was no additional money added to the amount, but yet they refunded a smaller amount to settle the matter. There has been no mention of credit monitoring or actions taken to prevent this from happening. Right now, I feel like our loan is in limbo and the bank has all the power to continue to do what they've done in the past.

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