Consumer complaint received 2016-06-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I started the refinance process on my second home with Wells Fargo in XXXX. As things were winding down to completion I contacted Wells Fargo XXXX XXXX XXXX XXXX ) in XXXX and asked, '' What will happen to my old escrow? '' I was informed that it would be rolled over into my new escrow. I was okay with that process. However doing closing as I examined the paper work I saw the escrow amount that I thought was being rolled over for me. Yet when I tallied all of my cost. I was paying into the initial new escrow account and it was being added to the closing cost which was added to my principle balance of my new mortgage loan from Wells Fargo. I expected the old escrow balance to be a reduction to my new mortgage balance because that was my money originally or be refunded back to me. I have been communicating with my initial Loan Consultant XXXX XXXX asking her for assistance in clearing up what happened to my old escrow balance. Her initial response was it was rolled over into my new escrow. She sent me an attachment to verify this. I informed her that the amount she was showing me I was repaying that as part of my new mortgage balance. My question was how can I be responsible for repaying for the use of my own money? I believe that should have been a credit. My consultant told me she would have someone else contact me to explain. One week later I sent her another correspondence via email asking for another contact person who worked with my loan because no one had made contact with me. She gave me XXXX XXXX XXXX 's name I have yet to hear from XXXX XXXX since I started to have questions concerning my old escrow. I started asking questions on XXXX XXXX, 2016. Since I did n't hear from XXXX XXXX I called and asked to speak to someone over closing. I explained to him the situation regarding my old escrow. He told me they would have XXXX XXXX and XXXX XXXX XXXX on the telephone together talking to me to take care of this situation. This phone call collaboration did not occur. One week later I received an email response from XXXX stating that the old escrow amount was deducted from the new mortgage loan in XXXX. I explained to Cigee that I made XXXX additional mortgage payments during the closing process, therefore my mortgage balance should have been reduced minus an additional {$300.00} dollars because I pay an additional {$100.00} on principle balance per month and that the numbers did not add up. I asked XXXX to send me documentation to show that my old mortgage amount was deducted from my new mortgage balance. This information documentation was not noted or identified in the paperwork I received during closing. It has been one week since I made my request to XXXX XXXX to have someone provide documentation to show my old escrow was deducted from my new mortgage balance or what happened to it. Why was n't that part of my closing documentation? I need someone over the closing department to contact me and to ensure that a situation like this is clear during closing or before.

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