Consumer complaint received 2019-06-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
Please note that the form asks the first question in such a way that I have listed I am in Default - Please understand, WF caused this - I was making my payments! 

I am in an extremely abusive relationship with Wells Fargo. They continue to play shell games with my money - moving my payments from my loan and into my Escrow account. 

Please note that in XXXX, XXXX - I filed a Chapter XXXX Bankruptcy to protect my home because of these constant games that Wells Fargo plays with consumers. The Chapter XXXX plan was followed for the FIVE years and I completed the plan as per the Bankruptcy Court/the Trustee. 

I VOLUNTARILY signed up for automatic payments to be withheld from my payroll because Wells Fargo can not be trusted! Therefore, I have record of EVERY payment made during that Chapter XXXX. At the end of the five years, all of a sudden monies were missing from my account. Therefore, I immediately withdrew a large sum of money from my retirement account and applied it to my loan due to the fear of Foreclosure/Default. The amount was over {$6700.00} - the Next month, the amount, demanded was over {$10000.00}! This was IMPOSSIBLE as I had paid through the Trustee. When I contacted WF, a CSR ( XXXX XXXX ), had explained that anytime you make MORE than your required payment, the monies are placed in ESCROW! She could see an amount of OVER {$4000.00} in my ESCROW and moved it to my loan. There was an amount that had been unapplied to the loan, as well. It was about {$590.00} The $ XXXX/ {$4500.00} plus the {$590.00} brought my account current. 

However, I began asking questions mid year, XXXX. I got bounced from one rep to another and never really received the courtesy of a phone call or sit down to explain what was happening with my account - just a run-around and plenty of letters that would take an entire day to read. I imagine this is just more of their rubbish in creating smoke screens/delivering information that is so lengthy that it makes it difficult to decipher or digest! 

I had also been part of the Class Action Suit, executed by the Treasury Department a few years back due to illegal foreclosure by WF! 

In XXXX, I received an Escrow Statement indicating that I would be short in my Escrow Account and the Option I chose was to increase my payment to approximately {$2000.00}! This would mean that they would be putting {$12000.00} in my Escrow ( for the period of XXXX - XXXX, XXXX! However, in XXXX, XXXX - the government shut down and I am a government employee. Therefore, I contacted WF in XXXX at the toll free number for Federal employees. I was advised that I had until XX/XX/XXXX to make those two payments - which was done ... .immediately before that due date/when the government reopened and issued our backpay. 

Due to the fact that I had already been bounced around within the Office of the President/OOP ( at WF ), I still had unresolved question about my account after completing the Chapter XXXX and involving the constant moving of my monies. At that time, even though I had paid my first two payments for the increased Escrow amount, a man by the name of XXXX XXXX took it upon himself to go back in my account, prior to my XXXX payment ( which had been on time ) and remove monies from my mortgage payments ( I had already completed my XXXX and XXXX increased payments when he began moving monies ). He did this in retaliation for me hiring an attorney to wade through this on-going problem/questions and the constant financial abuse received from Wells Fargo. 

I have contacted HUD because he specifically told me that he did NOT apply my XXXX payment when it was made ( I had called and asked if he saw the payment. I then asked if he applied it to my account because all of a sudden I was receiving statements showing that I was slightly behind in my payments ). He told me, " No '' ( that he had not applied the payments ) He stated, " that it was because I was in Default ''! He purposely forced me into default! He saw those payments and knew that I had made everything through XXXX and then the XXXX, XXXX and XXXX, XXXX payments! I was in the first week of XXXX and getting ready to make my XXXX payment and now I am struggling to catch up an account that was not behind! I am being charged late fees etc. I want my monies moved back to my mortgage - at least enough of my monies to catch my account up completely. I am NOT playing this game again with them! 

I told them I have filed with your agency, HUD, hired an attorney, and my next step will be to the XXXX News! I am done with this behavior. 

I think the men in this agency feel like they can push you around. XXXX XXXX knows that I am a older single female ( XXXX years old in XXXX ). That company knows what they can get away with. Well, I am exercising my rights under " Me Too ''! I am NOT going to be pushed around any longer by this company! 

HUD advised me that Escrow runs from XXXX - XXXX ( I think this may be due to Federal taxes and tax returns so the previous year 's interest can be calculated ). 

My taxes, if paid on time are NOT over {$6000.00}! My City/Borough tax is paid in XXXX. They collect enough the first three months to pay this amount ( + {$600.00} per month goes to my Escrow ). Then my homeowner 's insurance is now due in XXXX - it is {$1000.00}. ( It was due in XXXX - however, I changed companies and saved {$350.00} per year! so this year it had to be paid early. TWO payments into Escrow ( XXXX ) is enough to pay this. This just leaves my school tax which comes in at about {$3200.00} - if it is paid early/on time - it is about {$3000.00} or slightly less! This means that right now they are demanding that I make three mortgage payments - of which {$1800.00} would go to Escrow. There is OVER {$1700.00} in Escrow. AND they will collect another {$3600.00} this year for the Escrow account! 

HUD has explained that they can not keep more that {$50.00} at the end of the year. 

I have been refunded, twice prior to this year. XXXX - Refunded over {$1300.00}, XXXX about {$400.00} - which I put on the Chapter XXXX at the beginning of XXXX to try to reach the dismissal/completion. 

XXXX - NO monies refunded because they were too busy moving funds! 

I want this behavior stopped. 

I am in the process of reconciling ALL of my pay stubs with Wells Fargo 's transaction records AND the Trustee 's records because there appears to be missing money! 

I should also mention that during the Chapter XXXX, I constantly was receiving harassment from WF via notifications, from my Attorney that I was behind! ( Impossible because I made my payments through the court along with my conduit payments for the current amount due )! My payment went from {$1000.00} biweekly to {$1300.00} biweekly. My mortgage is just over {$1000.00} ( by itself ). 

My taxes could NOT have escalated that much! 

This is how Wells Fargo throws people, making timely payments, into default! Once they begin making adjustments and moving money - it affects everything. 

Please know that each time I make a payment, I physically go into the WF branch near me - add monies to my bank account in the event that they change my mortgage payment. I have the teller apply the amount, paid that day, to my mortgage account. What WF does is : Rather than a complete transfer, they WITHDRAW the money - 1 receipt. They then apply it to the mortgage account - second receipt. I have them provide me with an email receipt and a physical receipt. However, when this recently happened, what I noted is that the electronic receipts are removed anytime that they make an adjustment to the amount originally paid! ( They obviously have the capability to change that whole transaction and its records )! The only way I located any info was to go back to my actual banking statement! The info on the mortgage statement is now so conflicted that it is difficult to see because they use words like returned, reversed, etc. 

However, I have NEVER received any monies actually returned. 

The last thing I will mention is that WF took monies from my bank account when they should NOT have taken ANY of my funds! I had signed up for a bi-weekly mortgage prior to the government shutdown. I was told that they would not be able to pull the XXXX payment and that I should make that payment - I did this in two payments at the beginning of XXXX. When they took the third payment, I asked XXXX XXXX to review the recording and advised him I even received a letter stating that the first payment would not be drawn until the end of XXXX and WF took that third payment on XX/XX/XXXX. He advised me that the rep never told me that and I advised him that I had recorded the message so he must not have listened or he was justifying more bad behavior! This is when he began stealing money from my mortgage payments and moving it all over the place! He was determined to put me in my place and exercise further abuse and intimidation of a female customer!

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