Consumer complaint received 2026-07-06 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
As is normal, Wells Fargo responded to my previous complaint ( s ) with a bunch of misdirection and misinformation that is neither an answer, nor proof of any actual attention to detail in this case. During my most recent complaint, I called in to Wells Fargo and the XXXX XXXX XXXX XXXX EVERY DAY for 10 straight business days and I called during their posted business hours of XXXX XXXX to XXXX XXXX CST. I called in to my assigned representative, XXXX XXXX at XXXX ext. XXXX. I left voicemails for her and I spoke with other representatives, as directed by the answering system, in order to reach her via their internal messaging system, which alerts her to a pending call from a client. I got absolutely NO RESPONSE from her in any way, shape or manner. Forgive me when I doubt their intent to assist me in the most positive and helpful manner possible when they 100 % IGNORE me!! This is what I have dealt with for the past 3-4 months as I have tried to work with their office to resolve the pending issues. No help, no cooperation, no assistance and most importantly NO TRUTH. I am going to shed a bunch of light on the truth with this complaint. I have alledged many things in my complaints and today I am going to verify these allegations and prove that I am correct. I am providing numerous files in support of my accusations and these support files come primarily from Wells Fargo 's own documents and Attorneys. I am including the filing Affidavit from thier interanl WF lawyer, XXXX XXXX XXXX, Vice President Loan Documentation, based in XXXX XXXX and their XXXX attorney, XXXX XXXX out of XXXX XXXX. For full disclosure, I have had numerous email exchanges with XXXX XXXX and invited him to discuss this case but he has declined that conversation. I have voiced some of my allegations with him, but he has neglected to discuss those via email as well. After the review of my attached support documents, it will be apparent why he is not responding and why this case is not moving forward. The story that the Executive Managment Office tells and the filing documents layout, are quite different. The filing documents are incredibly inaacurate and do not include hardly anything that WF corporate tries to throw in to muddy the waters of this Foreclosure case. The first thing that should be noted is the date discrepancies. The filing documents make reference to XX/XX/XXXX and XXXX, XXXX but the Support files I'm supplying will show, on a WF Billing Document, that Foreclosure proceedings were started in XX/XX/XXXX. That is when my account was frozen and WF REFUSED to accept any sort of payment ( s ) from me to bring the account current. I tried 3 seperate ways, electronically, by US mail and by Direct Pay from my bank. All ways and payments were refused and returned. The actual filing document from the 53rd District Court shows a time stamp of XX/XX/XXXX at XXXX CST, yet the documents themselves reference XX/XX/XXXX and XXXX, XXXX as their starting point. The documents from XXXX XXXX and XXXX preceded the actual XXXX filing date with a date of XX/XX/XXXX. I guess XX/XX/XXXX is when the actual Foreclosure started and they started violating my rights and voided any attempt by me to reach a solution and they were able to see into the FUTURE by 2 months!! It is very possible, in fact extremely likely that this could have been resolved in XX/XX/XXXX, before any foreclosure action was taken, but that option was denied to me by WF. This supports my personal belief that WF was NEVER acting in good faith, but had the intent to steal my home from me the entire time. For at least 70 days prior to the actual filing anyway... I have included the XXXX Billing statement to document the foreclosure timeframe and a XXXX Escrow document which shows an account surplus as of XX/XX/XXXX. Why foreclose if I have an account surplus??? I have also included documents from XXXX XXXX XXXX which show that WF was well aware that their accusation of no hazard insurance was unfounded. These documents are emails from WF 3rd party vendor showing that I am fully 100 % insured and I have included the Declaration page from XXXX XXXX, my insurer, showing the valid coverage dates, XX/XX/XXXX to XX/XX/XXXX. That is 2 sources of proof, prior to their foreclosure proceedings, that show I was fully in compliance with my insurance and that their Forced Policy and the related extreme policy premiums were 100 % unnecessary. I have phone records from my call to WF on XX/XX/XXXX, after I got the 3rd party email, also confirming with WF Customer Service that I was 100 % in compliance. I have repeatedly asked WF for the transcript of that call, becasue they record everything, but I have been denied access to that recording. During my phone call on XX/XX/XXXX, I was assured by Customer Service that any charged premiums would be FULLY REFUNDED immediately and that NO FURTHER ACTION was required on my part. No further action is also stated VERY clearly in the 3rd party vendor email. Since I had made 100 % of my contractual payments of {$1500.00} for the entire span of my time with WF, beginning on XX/XX/XXXX, it was 100 % IMPOSSIBLE for me to be in the rears in XX/XX/XXXX or XXXX XXXX XXXX or on XX/XX/XXXX of XXXX. I have included WF Billing statements that confirm this information as well. The statements are a bit confusing becasue of the way WF handled the funds, but if you do the math and extract the forced insurance payments, you will see that I actually over paid during that time frame, especially in XX/XX/XXXX and that is the reason for the Escrow surplus in XX/XX/XXXX. In fact, after I was fully cleared and exonerated of any wrong doing by Customer Service during my phone call with them on XX/XX/XXXX, WF actaully saw fit to bill me for the Forced insurance 1 more time in XXXX of XXXX. Thanks WF ..., in my personal opinion, YOU XXXX, but that is just an opinion. One significant item remains and it is not really addressed directly in the court filings, but is part of the amount they are claiming that I am in the rears on. I will address it here and make sure to confirm that I am, was, and have been fully compliant and current with my contractual obligation to WF. This item relates to the {$2100.00} in late fees. I have included documents supporting why these are bogus fees in my attachments to this complaint. On the WF billing statement dated XX/XX/XXXX, it is noted that WF made an unauthorized transfer of one payment that I had submitted to WF, in the amount of {$1500.00} to XXXX, the company that originated the HELOC loan that WF purchased on XX/XX/XXXX. This purchase is noted on the very first statement I got from WF, welcoming me to their loving family, in XXXX of XXXX. The dates are significant here because under the orginal contract with XXXX, which closed on XX/XX/XXXX, I was to begin making the {$1500.00} monthly payment to XXXX on XX/XX/XXXX. XXXX sold the loan to WF on XX/XX/XXXX, as noted on the billing statement, so no payment was made or necessary to XXXX on XX/XX/XXXX because XXXX DID NOT/NO LONGER owned the loan, WF did . It is painfully obvious that no one, in their right mind, would make a payment to a company that no longer owned or had a financial interest in the property. Somehow, WF decided that they would DONATE 1 payment of {$1500.00} that I made to WF, back to XXXX and did so on XX/XX/XXXX. This is the STOLEN payment that I refer to. I had several phone conversations with WF about this matter at the time and was assured by Customer Service that no payment was due to XXXX. I have asked for transcripts of these phone calls from WF and been told that either none exist or they are just refusing to provide them. Anyway, the payment was stolen from me and sent to XXXX and since XX/XX/XXXX I have been getting charged a {$75.00} late fee every month when I submit my properly due payment to WF. That comes out to exactly 29 payments, which takes us to XXXX of XXXX, which is when I think the crazy forced insurance billing and the manner in which they accounted for things became very jumbled. It does not change the fact that I NEVER should have been charged even 1 late fee becasue my payment from XX/XX/XXXX should have NEVER BEEN STOLEN!! Any thing else that Wells Fargo wants to try to include in this mess is well outside of the Foreclosure filing on XX/XX/XXXX and is merely a distraction to take away from their wrong doings, becasue there is nothing else mentioned in the filing. WF has done many other things that are improper, in my opinion, like mess with my insurance company and my hazard insurance and they have interfered with my local property taxes and made a mess of that. I am a 100 % XXXX Veteran and under XXXX law, I am exempt from property taxes every year up to {$12000.00}. WF decided to jump in and pay these taxes while I was in the process of getting The XXXX County tax authority to correct their billing errors, as I just obtained my XXXX status in XX/XX/XXXX and they had inadvertently billed me. The taxes that WF wrongly paid will be refunded when the XXXX catches up with thier billing error and this is currently in the proess of being resolved. WF also prepaid my XXXX Hazard insurance which was refunded by my provider. I never had an escrow account and do not desire to have one now. It is not necessary and everything was fine from XX/XX/XXXX until XX/XX/XXXX, when they tried to " HELP ''. These items are 100 % irrelevent to the Foreclosure proceedings. IN fact, the foreclosure proceedings should be immediately withdrawn from the court before WF gets in trouble for Fraudulent Misrepresentation of the Facts and then we can probably work out this situation. I am fully prepared to have another provider take over the note that WF currently holds. That is all ... for now!

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