Consumer complaint received 2025-07-07 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX XXXX  XXXX Or File Online : [ www.consumerfinance.gov/complaint/ ] ( http : //www.consumerfinance.gov/complaint/ ) Subject : Formal Dispute and Complaint Regarding Wells Fargo Home Mortgage Escrow Mismanagement, Unauthorized Payment Activities, and Violations of Mortgage Servicing Laws ( Loan No. XXXX ) Dear Consumer Financial Protection Bureau, I am submitting this formal dispute and complaint against Wells Fargo Home Mortgage and Wells Fargo Bank, N.A., for serious misconduct and mortgage servicing violations regarding my account ( Loan No. XXXX ). My complaint involves deceptive payment redirections, escrow mismanagement, improper fee assessments, and delayed property insurance paymentsall potentially violating consumer protection laws. 

Summary of Issues : 1. Deceptive Payment Redirections : Wells Fargo improperly redirected my mortgage payments to other accounts within their institution, rather than applying them correctly to my mortgage. My payment records show reversals, reapplications, and unexplained delays, leading to inaccurate loan reporting and erroneous late fees.

2. Escrow Mismanagement and False Shortages : An Escrow Specialist from Wells Fargo verbally confirmed in XX/XX/XXXX that my escrow account had a surplus of \ {$610.00}. However, I could not view this in my online account. Their XX/XX/XXXX escrow analysis shows an alleged shortage of \ $ XXXXbased on speculative and erroneous projections. Additionally : * Wells Fargo withdrew funds from my escrow to make mortgage payments, despite my direct payments. 
* They increased my escrow payments without properly justifying the changes or providing the requested documentation. 
* They delayed payment of my XXXX XXXX XXXX policy ( XXXX XXXX. XXXX ), despite holding sufficient escrow funds. 

3. Improper and Excessive Late Fees : Wells Fargo charged me late fees even though my mortgage payments were not more than 30 days past due. Their transaction history reveals multiple reversals and reapplications of payments, creating artificial late charges.

4. Inaccurate Principal Balance : Due to these manipulations, my principal balance is inaccurate. My account history reflects unauthorized reversals and unexplained fees that have increased my outstanding balance unjustly. 

5. Delayed Homeowners Insurance Payments : Wells Fargo failed to timely pay my property insurance renewal through escrow, despite having the required funds available. This jeopardizes my insurance coverage and puts my property at risk.

Supporting Evidence : I have attached the following documentation as evidence : 1. Home Preservation Specialist Email ( Proof of Payment Confirmation ) 2. WF Escrow Account XXXX XXXX ( Escrow Analysis Showing Discrepancies ) 3. Wells Fargo Mortgage Payments.pdf & Account Detail Wells Fargo Mortgage Payments.pdf ( Mortgage Payment Records, Reversals, and Fees ) XXXX. XXXX XXXX XXXX XXXX ( Proof of Insurance Renewal and Escrow Obligation ) 5. CFPB Monthly Snapshot Spotlights Mortgage Complaints.pdf ( Demonstrating Widespread Escrow and Payment Misapplication Complaints ) 6. CFPB Monthly Complaint Snapshot Examines Mortgage Complaints.pdf ( Mortgage Servicing Problems Across U.S. ) 7. CFPB Takes Action Against Former Wells Fargo Employee for Illegal Mortgage Fee-Shifting.pdf ( Documented Pattern of Mortgage Fee Abuses ) 8. How We Keep You Safe in the Consumer Financial Marketplace.pdf ( CFPB Supervision and Enforcement Overview ) 9. Helping Borrowers Hold Mortgage Servicers Accountable.pdf ( Amicus Brief Highlighting Wells Fargos Disregard for Mortgage Servicing Obligations ) Requested Relief : * Immediate CFPB investigation into Wells Fargos unlawful mortgage servicing and escrow practices. 
* Correction of my mortgage account, including : * Accurate application of my mortgage payments. 
* Reversal and refund of all improper late fees and unlawful charges. 
* Adjustment of my escrow and principal balances. 
* Prompt payment of my property insurance from escrow. 
* A formal written explanation from Wells Fargo detailing an account audit and resolution plan. 
* Ongoing monitoring to prevent future harm and ensure compliance with mortgage servicing laws. 

Given the seriousness of these issues and the supporting evidence of systemic misconduct by Wells Fargo, I request expedited review and corrective action by the CFPB. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXX Attachments ( XXXX Documents ) : * XXXX XXXX XXXX XXXX XXXX WF Escrow Account XXXX XXXX * Wells Fargo Mortgage XXXX XXXX XXXX XXXX XXXX XXXX * CFPB Monthly Snapshot Spotlights Mortgage Complaints.pdf * CFPB Monthly Complaint Snapshot Examines Mortgage XXXX XXXX CFPB Takes Action Against Former Wells Fargo Employee for Illegal Mortgage XXXX XXXX How We Keep You Safe in the Consumer Financial XXXX  * Helping Borrowers Hold Mortgage Servicers XXXX XXXX Account Detail Wells Fargo Mortgage XXXX

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