Consumer complaint received 2024-11-25 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
In XXXX I went through a VA home loan for being a XXXX veteran I bought the house they went through Wells Fargo, which I did not have a say in who they actually went with, and I have not liked Wells Fargo from the very beginning every year, theres a shortage on escrow. It started off small and as the years progress to continue to go higher. With the latest escrow shortage showing {$3400.00} with a new monthly mortgage if not paid by XXXX XXXX XXXX monthly payment when Ill be {$920.00}. Contacted them as they were taking out property tax which I am XXXX XXXX XXXXXXXX veteran property tax exempt. They stated that they would review the escrow new escrow statement of XX/XX/XXXX is showing an escrow amount of a shortage of {$2200.00} if not paid by XX/XX/XXXX the new mortgage payment would be {$770.00}, theyre saying that the lowest projected escrow balance of XX/XX/XXXX is {$1900.00} minimum balance for the escrow account is {$300.00} combined to give me a shortage of {$2200.00}. Now theyre saying that I received a refund of XXXX {$1200.00}. They said they applied that to my ask her account which still left me in the negative of {$1900.00} when I asked to have an audit done due to the fact that it seems that their projections are always below what the actual market value is or what should be paid out. I was told there is no such thing as an audit for an escrow account. I also asked for an auditing ledger to show me what was paid was requesting payment and the money was sent to. If the escrow review statement is showing a shortage of {$3400.00} and it was showing that they were paying property tax when I was exempt why did they only get a refund of {$1200.00}? Why is it that escrow every single year? Why is it that I request a breakdown and information regarding the escrow account and why this money is being sent and projections are so low they never answer the question and then they give you a runaround. The conversation with Wells Fargo XXXX XXXX stated that they would put in a request for me to get out of my escrow completely and I would pay it myself. Again this is going to be on the grounds that it is approved and I should know within the five business days however, Wells Fargo is one of the worst companies that I have ever dealt with as far as calling in being transferred multiple times half to talk to different departments no one gives you a correct answer I want answer or the right answer every year. Its the runaround as percentages and numbers and projections and What was actually paid out and new payments but no one ever actually states yes there is an issue or there is a problem where this money is going and why every year there is a shortage on the escrow with Wells Fargo as of this state I want a full audit to be done. I want out of escrow completely and Id like to know where the thousands of dollars that they have taken from this XXXX veteran not to mention how many other people they have screwed over where that money has gone and where it continues to go. Wells Fargo is stating that they received a bill so they paid it however we do not pay city tax here we pay per capita which I pay every year on XXXX or XXXX and I have all records to show that also the city tax they can not provide me with information on who requested where it was sent or where the money was sent and the per capita is {$10.00} a year.

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