Consumer complaint received 2026-06-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Subject : Failure to Explain Post-Complaint Cancellation of Force-Placed Insurance, Refund Calculation, and Related Account Adjustments I am submitting this complaint regarding Wells Fargo Bank , N.A.s handling of lender-placed hazard insurance imposed on my mortgage account and Wells Fargos subsequent failure to provide a complete explanation, supporting documentation, or accounting concerning the cancellation of that policy and the resulting refund. This complaint arises from events that occurred immediately after CFPB Complaint No. XXXX was submitted on XX/XX/2026. In CFPB Complaint No. XXXX, I raised specific concerns regarding the lender-placed insurance policy, including the retroactive placement of coverage, policy issuance dates, insurance-related accounting, premium charges, escrow treatment, and inconsistencies regarding the entities identified in Wells Fargos records. Rather than directly addressing those concerns, Wells Fargo later reported that the lender-placed insurance policy had been canceled and that a refund of approximately {$3500.00} had been received. The chronology of events is significant : XX/XX/2026 CFPB Complaint No. XXXX submitted. XX/XX/2026 According to the cancellation notice, the cancellation became effective at XXXXXXXX XXXX XX/XX/2026 Cancellation notice issued. XX/XX/2026 General Change Endorsement issued. XX/XX/2026 Hazard insurance refund processed. XX/XX/2026 Wells Fargo responded to the CFPB and disclosed that the policy had been canceled and that a refund had been received. Despite these events, Wells Fargo failed to explain the circumstances surrounding the cancellation, failed to provide supporting records, and failed to explain the accounting impact of the cancellation and refund. Most notably, Wells Fargo did not explain : Why the policy was canceled. What specific event triggered the cancellation. The date on which the cancellation decision was made. The identity of the individual, department, vendor, insurer, or third party that initiated, requested, approved, or authorized the cancellation. Whether the cancellation was related in any way to issues raised in CFPB Complaint No. XXXX. Whether the cancellation resulted from the foreclosure sale, post-sale review activity, insurer action, servicing review, internal audit, consumer complaint review, or any other event. Why the cancellation became effective XX/XX/2026. Why cancellation documentation was generated after the CFPB complaint was filed. Whether any deficiencies, inaccuracies, accounting errors, servicing errors, or documentation issues were identified during Wells Fargos review of the policy. Wells Fargo further failed to explain the refund that it admits was received. Specifically, Wells Fargo did not provide : The gross refund amount. The calculation supporting the refund. The dates used in calculating the refund. The period of coverage for which premiums were retained. The period of coverage for which premiums were refunded. Any calculation worksheets. Any insurer-provided refund statements. Any records reflecting receipt of refund proceeds. Any records reflecting application of refund proceeds. Any records identifying where the refunded funds were credited. Without these records, there is no way to independently determine whether the refund was accurately calculated, whether the refund was fully credited, or whether the account was properly adjusted following cancellation. The lack of accounting is particularly concerning because Wells Fargo previously charged approximately {$7400.00} in connection with the lender-placed insurance policy. Wells Fargo has therefore acknowledged : A substantial insurance charge. A subsequent cancellation. A subsequent refund. Yet Wells Fargo has not provided the underlying accounting necessary to determine : What amount was ultimately retained. What amount was ultimately refunded. How those figures were calculated. Whether all account balances were properly adjusted. Whether prior escrow calculations were revised. Whether prior default-related calculations were revised. Whether prior foreclosure-related calculations were revised. Whether prior servicing records were corrected. Wells Fargos response effectively asks the consumer and regulator to accept its conclusions without producing the records necessary to verify those conclusions. Equally concerning is the timing. The cancellation became effective only days after CFPB Complaint No. XXXX was submitted. A cancellation notice and endorsement were then generated. A refund was subsequently processed. However, Wells Fargos CFPB response does not explain whether those actions were already pending before the complaint was filed, whether they were initiated after the complaint was received, or whether they resulted from any review conducted in response to the complaint. The omission of this information prevents meaningful evaluation of the circumstances surrounding the cancellation and refund. Accordingly, I request that Wells Fargo provide : 1. The complete lender-placed insurance cancellation file. 2. All records reflecting the decision to cancel the policy. 3. All records identifying the reason for cancellation. 4. All records identifying the person ( s ), department ( s ), vendor ( s ), insurer ( s ), or third parties involved in initiating, requesting, authorizing, or approving the cancellation. 5. Documentation supporting the XX/XX/2026 effective cancellation date. 6. Documentation supporting the XX/XX/2026 cancellation notice. 7. Documentation supporting the XX/XX/2026 General Change Endorsement. 8. Documentation showing when the refund was calculated. 9. Documentation showing when the refund was received. 10. Documentation supporting the refund calculation. 11. Documentation showing where the refund was applied. 12. A complete transaction history and account ledger reflecting all entries associated with : the original lender-placed insurance charge ; all insurance-related advances ; all adjustments ; the cancellation ; the refund ; and all resulting account corrections. 13. Documentation showing the impact of the cancellation and refund on : escrow balances ; escrow shortages ; delinquency calculations ; default calculations ; foreclosure-related accounting ; payoff figures ; and all related servicing records. 14. A detailed explanation addressing why Wells Fargo failed to provide this information in response to CFPB Complaint No. XXXX. This complaint does not challenge Wells Fargos ability to state that a cancellation occurred. Rather, it concerns Wells Fargos failure to explain why the cancellation occurred, how the refund was calculated, how the account was adjusted, and why the supporting records have not been provided despite repeated requests. Until Wells Fargo produces the requested documentation, transaction records, accounting records, and supporting explanations, the circumstances surrounding the cancellation, refund, and resulting account adjustments remain unresolved and disputed. Accordingly, I request that the CFPB require Wells Fargo to provide a complete and substantive response supported by documentary evidence sufficient to verify the accuracy of its representations concerning the cancellation, refund, and related servicing activity.

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