Consumer complaint received 2025-04-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
Background Information : I have been a customer of Wells Fargo for almost 50 years ( formerly XXXXXXXX XXXX XXXX XXXXXXXX ) I purchased a second home in XXXX of XXXX and secured a mortgage with Wells Fargo. The home is part of a Condo Association with XXXX owners. We obtained joint Homeowners and Flood insurance when we bought the property in XXXX and separate XXXX policies for each condo. These policies have been renewed every year in XXXX. For the years XXXX, XXXX, XXXX, XXXX, XXXX there was a separate condo policy for Homeowners and a separate condo policy for Flood. 
In XX/XX/XXXX we purchased a yearly condo policy that covers both Homeowners and Flood which we renewed in XXXX of XXXX and XXXX of XXXX. 

COMPLAINT INFORMATION ( I have also attached copies of Wells Fargo correspondence and verification on phone calls i have made ). Note : Wells Fargo mail typically takes a week between the date the letter is issued and received. 

On XX/XX/XXXX, I received a letter from Wells Fargo dated XX/XX/XXXX ( note this is the XXXX piece of correspondence i have ever received in the 7 years that I have owned the property concerning insurance ). My insurance agent always took care of this. It is the same agent i have had since I purchased the property. Wells Fargo has this agent 's information. Wells Fargo is not listed on the mortgage since this is a condo, but the insurance agent '' s information is. 
They informed me that their records show " THAT YOUR FLOOD INSURANCE EXPIRED ON XX/XX/XXXX, AND WE DO NOT HAVE EVIDENCE THAT YOU HAVE OBTAINED NEW COVERAGE. 
I immediately called the day I received the letter, XX/XX/XXXX to find out where the discrepancy was. After talking with the customer service rep, who informed me they didn't have the declarations page, ( not sure why ) I uploaded the Declarations page for the XXXX homeowners and flood insurance. 

On XX/XX/XXXX, I received a XXXX letter, Idated XX/XX/XXXX that stated, OUR RECORDS SHOW THAT YOUR FLOOD INSURANCE EXPIRED ON XX/XX/XXXX, AND WE DO NOT HAVE EVIDENCE THAT YOU HAVE OBTAINED NEW COVERAGE. 

I called that day XX/XX/XXXX to insure they received the declarations page that I sent, they confirmed that they did receive the declarations page ; and no other action was necessary. 

On XX/XX/XXXX, I received a letter dated XX/XX/XXXX that stated, THIS IS YOUR SECOND AND FINAL NOTICE THAT OUR RECORDS SHOW THAT YOUR FLOOD INSURANCE EXPIRED ON XX/XX/XXXX AND WE DO NOT HAVE EVIDENCE THAT YOU OBTAINED NEW COVERAGE. BECAUSE FLOOD INSURANCE IS REQUIRED ON YOUR PROPERTY. WE PLAN TO BUY INSURANCE FOR YOUR PROPRERTY. YOU MUST PAY US FOR ANY PERIOD DURING WHICH THE INSURANCE WE BUY IS IN EFFECT BUT YOU DO NOT HAVE INSURANCE. 
I immediately called that day, spoke to XXXX who said they updated the policy information and to disregard the letter. ( IF CONVERSATIONS ARE RECORDED AS THEY SAY, PLEASE VERIFY ). 

On XX/XX/XXXX, I received a letter dated XX/XX/XXXX, that stated, THANK YOU FOR PROVIDING EVIDENCE OF YOUR FLOOD INSURANCE. WE HAVE UPDATED OUR RECORDS TO REFLECT THIS CURRENT INFORMATION. OUR RECORDS STILL SHOW THAT THERE WAS A LAPSE IN COVERAGE FROM XX/XX/XXXX TO XX/XX/XXXX. 
AN INSURANCE CHARGE OF {$1200.00} MAY BE CHARGED TO YOUR ACCOUNT FOR THE PERIOD IN TIME THART COVERAGE WAS IN FORCE. IN ORDER TO AVOID THIS CHARGE OR HAVE IT REVERSEDFROM YOUR ACCOUNT ; PLEASE PROVIDE US WITH EVIDENCE OF INSURANCE FOR THIS LAPSE PERIOD. 
I immediately called that day, XX/XX/XXXX and spoke to XXXX. I explained that now I feel this is harassment. I informed them that I had the same insurance for the last 3 years. Is the next letter I get going to be for XXXX. They have my insurance agent listed on their records. I provided the dates that insurance policy was paid from my Wells Fargo checking account in XXXX, XXXX and XXXX showing payable to XXXX for the address XXXX of my condo. He said he would pass on the information and let me know if anything else was needed. ( Again, a recorded conversation ). 

The next I heard from Wells Fargo was on XX/XX/XXXX in a letter dated XX/XX/XXXX. They stated, THANK YOU FOR PROVIDING EVIDENCE OF YOUR INSURANCE COVERAGE. WE HAVE CANCELLED THE FLOOD POLICY WE OBTAINED ON YOUR BEHALF EFFECTIVE AT XXXX ON XX/XX/XXXX. 
( Are you kidding me, they finally resolved the insurance coverage that I provided on XX/XX/XXXX ). 
The letter goes on... ACCORDING TO THE INFORMATION YOU PROVIDED, YOU DO NOT HAVE COVERAGE FOR THE ENTIRE TERM FOR WHICH WE PLACED COVERAGE. THE POLICY WE OBTAINED ON YOUR BEHALF REMAINS IN FORCE FOR THE TIME PERIOD OF XX/XX/XXXX TO XX/XX/XXXX. WE HAVE CHARGED YOU A PREMIUM OF {$1200.00}. GOING FORWARD WE WILL PAY YOUR FUTURE FLOOD INSURANCE FROM YOUR ESCROW ACCOUNT. 
( How do you purchase an insurance policy on XX/XX/XXXX for a time period that expired two months before the so-called policy was issued. At the time they charged the premium, there was only an escrow balance {$1100.00}. When I paid my monthly mortgage and escrow on XX/XX/XXXX, they deducted another {$130.00} from my escrow account ). They did send a letter dated XX/XX/XXXX to inform me that my escrow account had a shortage????? Nice. 

I am writing this complaint on XX/XX/XXXX. I see that Wells Fargo did reimburse my escrow account on XX/XX/XXXX for the {$1200.00} they deducted for a policy that expired before it was issued. I'm sure that XXXX XXXX XXXX XXXX must work with Wells Fargo. They resolved the escrow account, but not the aggravation and time that was exhausted and wasted over the past two months that they should have resolved with a call or letter to the same insurance agent I have had for the life of this mortgage. My agent said someone finally contacted then last week.

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