Consumer complaint received 2021-06-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: HI

Complaint narrative:
I have experienced multiple concerns and issues with Wells Fargo. These issues include NOT accurately updating my mortgage account, opening an UNNECESSARY escrow account, and representatives NOT treating me respectfully and NOT following through on agreements and/or promises made. A series of mishaps and mistakes, made by Wells Fargo ( from XX/XX/XXXX to XX/XX/XXXX ), are documented below. 

The catalyst that sparked an avalanche of mishaps and mistakes involved real estate tax payments Wells Fargo made on XX/XX/XXXX and on XX/XX/XXXX. These payments should NOT have been made and were unnecessary. Due to the pandemic, my county 's real estate office allowed installment payments to be made. Wells Fargo made an installment payment, on XX/XX/XXXX, which I had already paid. Therefore, I had to pay back Wells Fargo ( {$120.00} ). 

To avoid this from reoccurring, I called to inform Wells Fargo that I intended to pay XXXX real estate taxes in installments as well. However, Wells Fargo paid my XXXX taxes too ( {$350.00} ), even though I had made the first installment payment to my county, and despite the fact I gave Wells Fargo a heads-up. On XX/XX/XXXX, Wells Fargo withdrew an additional {$90.00} from my bank account ( without my consent ), to open an escrow account that was NOT necessary. As a result, I was unable to make my usual, additional {$100.00} payment towards my principal in XXXX. This was something I sacrificed to do since the inception of my mortgage. 

I did everything I was supposed to do and should have done to be proactive, so I should NOT have been put into this predicament. Wells Fargos ongoing mistakes and apparent inability or refusal to accurately update my payments and account have cost me money ( towards my principal ) and countless hours of my time making repeated phone calls to follow up on my account. 

On XX/XX/XXXX, I made an agreement with a supervisor named XXXX, ( at ext. XXXX ) and the issue was seemingly resolved until I received a letter dated XX/XX/XXXX. The letter stated, " Beginning with your XX/XX/XXXX mortgage payment, your new payment will include {$52.00}, which will be applied to repay the amount that was advanced. '' This was not an advancement. It was a MISTAKE. A mistake made by Wells Fargo. I immediately contacted XXXX and left her a message since the letter contradicted our agreement. After leaving her a second message, about a week later, the never-ending cycle of talking with representatives and another supervisor ( XXXX XXXX ) began again. 

XXXX ( a representative ) and XXXX ( a supervisor ) were the two individuals I spoke to ( on XX/XX/XXXX and XX/XX/XXXX respectively ) who treated me disrespectfully and unprofessionally. Their comments to me included, How are we going to be paid back?, You can just pay the balance now?, and a comment that sounded like a threat against my credit if I didnt pay {$52.00} in XXXX. I had already made a {$87.00} payment on XX/XX/XXXX, so this comment did not make sense to me. It seemed as though XXXX was too busy trying to intimidate me instead of listen to me. I had to keep repeating that I had already made a payment in XXXX, and was planning to make a second payment in XXXX ( which I did on XX/XX/XXXX ), and pay the balance in XXXX ( as agreed to with XXXX ) before he finally ended his verbal attack. Since calls to Wells Fargo are monitored, I hope these recordings can and will be retrieved to substantiate my claims. 

On XX/XX/XXXX, I called Wells Fargo, again, because my account was still NOT updated correctly, and I was hoping it would be before I made XXXX 's mortgage payment. I spoke to a representative named XXXX. I requested to speak to someone in a higher position than a supervisor. XXXX stated that he would put in an order for a " manager '' to contact me within 24 hours. When I did NOT get a call-back, I followed up on XX/XX/XXXX. I was transferred to XXXX XXXX in the executive office. She informed me that my case was marked " closed and cleared ''. I told her I had not been contacted, so I didnt understand why my case was closed. It appeared the person assigned to my case ( XXXX XXXX ) called a disconnected landline number, even though my cell phone number was given, to XXXX, as my contact number. If I was delinquent in paying my mortgage, Im sure someone at Wells Fargo would have made a point to find a number to reach me. 

I have made dozens of calls to Wells Fargo, from XX/XX/XXXX to XX/XX/XXXX, and my account is still NOT properly updated. The last payment I made, to reimburse Wells Fargo for making an UNNECESSARY real estate tax payment, was {$87.00} on XX/XX/XXXX. As of XX/XX/XXXX, this amount has NOT posted to my account, and the amount due ( for XX/XX/XXXX ) still includes {$52.00} despite the reimbursements I have made in XXXX and XXXX. I just don't understand why every other banking institution, in America, can correctly process payments to customers ' accounts ( usually within 24 hours ) and Wells Fargo CAN NOT. 

For these reasons and experiences with Wells Fargo, I decided to file a complaint with the CFPB and expressed this to XXXX XXXX. XXXX XXXX was extremely apologetic, and processed a new case on my behalf. I look forward to hearing from someone who can and will resolve my concerns and address these issues to my satisfaction.

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