Consumer complaint received 2015-05-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
Wells Fargo Mortgage gave me a big increase in my mortgage payment. They told me there was a shortage in my escrow, and refused to explain how or why. They increased my mortgage XXXX a month out of the blue. The wanted me to pay nearly XXXX times the actual increase in taxes and insurance for the year with no explanation as to how there was such a huge shortage. DETAILS : XXXX XXXX I noticed my mortgage payment had increased to XXXX from XXXX which is XXXX more per month ( XXXX per year ). I was told that I was sent a letter but with that big of an increase I would have expected a phone call. I contacted Wells Fargo and after many rounds of trying to get information I was told that my taxes and insurance had increased. Taxes : XXXX : {$1800.00} XXXX : {$1700.00} = {$120.00} increase for the year. Insurance XXXX : {$760.00} XXXX : {$630.00} = {$120.00} increase for the year. Total increase for the XXXX month year : XXXX I was told I could pay XXXX XXXX time payment to cover my escrow or have the payment be increased to XXXX for XXXX months. I have asked repeatedly how does XXXX turn into XXXX or XXXX? They are seeking to take way more from me than what will cover the taxes and insurance. This is nearly XXXX TIMES as much! I have asked repeatedly, they are unable to give any details on how these numbers work out. Also, I asked how could they be XXXX short on my escrow. when they paid my taxes and insurance they were XXXX short. How did my escrow get so far behind? the XXXX bills only increased by XXXX for the year, but they were short XXXX. I would like a common sense clear explanation of how that happened. What were the detailed conditions that happened such that they were that far off from having the proper funds to cover my tax and insurance bills, when they onyl went up by XXXX but they were XXXX short. That makes no sense and merits some explanation. I was give ZERO explanation of this. They could charge me XXXX extra a year, XXXX or even XXXX dollars and I would have no recourse but to pay it, without giving me any explanation without any details to back up how it happened and why. Please help me get some clear simple answers. I spoke with XXXX ( spelling XXXX XXXX at the executive office and she was zero help. She would not give any answers at all. I asked simple questions about how there was a shortage, why do the numbers not add up. I asked these same questions which are totally reasonable and they refused to give any answers. I have done further analysis on my own. I checked, on XXXX/XXXX/XXXX XXXX was put into my new escrow account when I refinanced. Wells Fargo was taking XXXX from me every month for XXXX months, depending if XXXX was the last XXXX or not. That was XXXX they got from me for XXXX months. XXXX + XXXX = XXXX the XXXX bills were XXXX and XXXX. XXXX - XXXX XXXX + XXXX ) is XXXX still remaining in my escrow. How does this equal me owing them XXXX??? Makes NO sense at all, and I could get no answers at all from wells fargo. NONE! they refused to give me any answers.They refused to explain to me how there was a shortage in my escrow. I made my first payment to wells fargo on XXXX/XXXX/XXXX. so it was probably XXXX months of escrow up to the XXXX XXXX. EITHER WAY the numbers make no sense. Even with just XXXX months of escrow there would have been over XXXX left in my escrow after paying taxes and my insurance. There is no way there was any shortage. This seems entirely shadey to me. None of it makes any sense and they refuse to tell me why they are charging me so much and refuse to explain how there was any shortage.

Company response to consumer: Closed with explanation