Consumer complaint received 2020-10-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Origination dated XX/XX/XXXX - Wells Fargo did not calculate the correct amount to withhold at closing to pay property taxes. They claim to have sent a letter dated XX/XX/XXXX but I never received that. They did not follow up again until XX/XX/XXXX. Case opened in XX/XX/XXXX and not closed until XX/XX/XXXX. Wells Fargo owns the error and corrected it. 

In XX/XX/XXXX I went in forbearance - Since XX/XX/XXXX I have been trying to get off but they could not guide me properly until the origination case was resolved. I was advised multiple times not to pay anything and to continue on the forbearance. Multiple calls were made to Wells Fargo between XX/XX/XXXX and XX/XX/XXXX and never once did anyone mention that I could have been been paying into Escrow since XXXX. 

I have asked Wells Fargo to eat the escrow shortage for XXXX, XXXX and XXXX since they advised me not to come off forbearance. At this point I should be asking for the whole things since I have trusted that my lender was advising me correctly from XX/XX/XXXX and clearly that has not happened once. They so much as asked ME to provide the dates, times and representatives that I spoke to numerous times in various departments. They should have every call documented on my account to be able to see this. This is nothing but an excuse to tell me that they in fact gave me proper information. These are recorded calls!

If it was easy enough for me to switch lenders I would have already done that. The fact that I'm stuck with them or attempt to refinance with another lender after just shy of a year.

I am so disappointed with Wells Fargo. I have 2 bank accounts and a credit card with them and really though going with them for the mortgage was the best decision. The lack of consultative services is detrimental to people and they do not seem to care. I feel sorry for the people that don't want to spend months fighting with these folks. 

XXXX XXXX - VP ( executive office ) of some sort will not return our calls XXXX XXXX - AVP ( executive office ) was one of the people that advised me not to pay XXXX mortgage. She sent me to Home Preservation to defer my payments and never told me that XXXX would automatically be deferred if it was done after XXXX. So she personally put me further in the hole. 
XXXX XXXX - AVP ( executive office ) promised me he would consider my request for XXXX, XXXX, XXXX escrow payments but instead sent a lower level rep to tell me no. She had no idea of anything else that had gone on. 

Home Preservation team - they can not look at escrow and therefore cant even tell me what is due. They think my payment is XXXX but I received a letter from Wells Fargo that says XXXX. 

No one can tell me what my next payment will be. No one can tell me my options for escrow repayment. No one wants to help me anymore. 

Sadly, this is the short version of this story.

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