Consumer complaint received 2023-02-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
XXXX XXXX, We are writing to you because Wells Fargo will not let us separate our escrow taxes and homeowners. We built our home XXXX and the loan was sold to Wells Fargo. We then we called constantly to refinance with them on this harp loan at a lower rate to XXXX so we went ahead and closed at this rate. I questioned after the closing why our home was appraised in XXXX at {$170000.00} when our county records recorded and taxed our home value at that time worth {$210000.00}. Anyway we never got a copy of the appraisal Wells Fargo told us that XXXX XXXX gave them that appraisal, I called and received another call back from XXXX XXXX a week later in later XX/XX/XXXX, XXXX XXXX from XXXX XXXX told me that Wells Fargo did this appraisal. Our home is XXXX story home with a full basement XXXX sq ft, lot XXXX, XXXX XXXX originally XXXX bedrooms but we turned XXXX bedrooms to a sitting room and study ( office ). We also installed a full bathroom in the basement now have XXXX XXXX bathrooms. We have remodeled the inside of the home and put fence around the home with new Architectural custom roof in XXXX and had the whole outside of the home painted although most of the front is brick. This is not a home with a value of XXXX. The value of the home is now worth {$430000.00} which went down some lately due to the economy, but we were offered over {$500000.00} to {$600000.00} from Management firms to buy our home but we decline because we love our home.

Anyway they keep declining the escrow separate due to they say our home is XXXX ratio is 93.1 % but it must be below 80 %. I went inside the bank and the Manager XXXX faxed over a copy of the Tax Commissioner showing our house taxed and priced at a higher rate. The escrow taxes went up XXXX but Wells Fargo wanted {$1600.00} which was paid by XX/XX/XXXX and they still increase monthly mortgage to close to XXXX monthly. XXXX of Wells Fargo Executive Office called us today XX/XX/XXXX to confirm that they can not separate the escrow due to value XXXX. I explained that we faxed over correct value of home from the tax assessor, he then states that he will look for this paper and see if this can be changed. We already dealt with another lady named XXXX from Wells Fargo that was not helpful either stated that this issue would be escalated to the executive office. I already contacted XXXX XXXXXXXX to not bill Wells Fargo for our home insurance which we have been dealing with them for over 20 years, they said they will not bill Wells Fargo only XXXX. Because this is not our first home XXXX of Wells Fargo now tells me last week that we can not separate our Home Owners Insurance. We have no rights to correct this issue. We have attached 27 pages paperwork to verify what is stated here. We really need some help on this issue. We have no intentions of not paying our taxes, we just want to separate again the escrow. 

Thanks

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