Consumer complaint received 2026-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I have filed multiple prior complaints regarding this matter. Wells Fargo has failed to investigate in good faith and has instead relied on an improper claim that I am an unauthorized third party. I dispute that characterization. I am XXXX XXXX XXXX, XXXX, the borrower associated with Wells Fargo loan number XXXX. The issues described below arose before the loan assumption transferring the property to my son was completed. Despite this, Wells Fargo continues to refuse to address my complaints, asserting that I lack authorization. This position is factually and legally unsupportable because the events in question occurred while I was still the owner and borrower on the loan. First, Wells Fargo issued documentation indicating that more than {$700.00} in county taxes were due. Believing this to be a bill, I mistakenly remitted three payments of {$200.00} to the XXXX XXXX XXXX XXXX, totaling approximately {$600.00}. Wells Fargo acknowledged receipt of those funds and represented that they would be processed through escrow and returned within approximately three months. This occurred last XXXX. To date, I have not received reimbursement of these funds. Second, in XXXX, I paid approximately {$1200.00} to cure an escrow shortage so that my monthly payment would not increase from {$990.00} to {$1000.00}. This payment was made prior to the transfer of the property to my son. However, after the assumption was completed, Wells Fargo failed to credit that payment, and my sons mortgage reflected the higher amount of {$1000.00}, as if the escrow shortage had not been paid. All of the above transactions occurred while I remained the owner of the property. There was no lapse in escrow payments at any time. The escrow account transitioned seamlessly from my payments to my sons payments without any missed months. Additionally, my son did not receive any new escrow shortage notice after the transfer, making it highly unlikely that two identical escrow shortageseach approximately XXXX XXXXXXXX occur in consecutive years. This further demonstrates that my payment was not properly credited. Accordingly, approximately {$1800.00} of my fundsconsisting of the {$600.00} tax payment and the {$1200.00} escrow shortage paymentwere not properly returned or credited. These funds belonged to me and were paid before the property transferred to my son. Wells Fargos refusal to address this issue on the basis that I am an unauthorized third party is improper. Furthermore, I provided Wells Fargo with a written authorization form executed by my son permitting them to discuss the account with me. Wells Fargo nevertheless refused to acknowledge this authorization. This conduct appears to be a pretext to avoid addressing the substance of my claims. Please refer to prior complaints numbered XXXX and XXXX. Additional complaints were submitted but were duplicative and included the authorization documentation. I request a full, good-faith investigation, a complete accounting of the escrow transactions, and reimbursement of the {$1800.00} improperly withheld, along with any applicable interest. XXXX XXXX XXXX, XXXX. Phone : XXXX

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 non-monetary relief