Consumer complaint received 2025-04-24 00:00:00
Product: Mortgage — FHA mortgage
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: CA

Complaint narrative:
am writing to formally request your assistance in addressing a matter involving Wells Fargo Home Mortgage and inconsistent information I have received regarding my escrow account and monthly mortgage payment. 

On XX/XX/XXXX, I received an escrow analysis from Wells Fargo ( attached ) stating there was an overage in my escrow account. The options provided were to either pay the shortage in full or have it spread over 12 months, which would result in an increased monthly mortgage payment.

Due to the financial impact, I contacted Wells Fargo multiple times for clarification and support : - XX/XX/XXXX XXXX : XXXX explained I could request an off-cycle escrow analysis, which might result in little to no change in my mortgage payment. She advised I call back after confirming my XXXX mortgage payment was made, which I informed her was completed online that same day. 

XXXX XXXX XXXX XXXX XXXX informed me that the off-cycle escrow analysis takes XXXX business days and must be processed by another department. She also mentioned the option to spread the escrow shortage over 48 or 60 months and suggested I follow up in a week. 

- XX/XX/XXXX XXXX : XXXX advised me that the offcycle escrow analysis request had been rejected due to no significant change in my account. I then asked to spread the shortage over 60 months, which she confirmed was possible. She informed me that my new mortgage payment would be approximately {$2200.00}, effective with my XXXX payment. Based on this, I planned to submit payment online on XX/XX/XXXX. 

However, on XX/XX/XXXX, I received another escrow analysis dated XX/XX/XXXX ( attached ), stating a new payment amount of {$2300.00}, unless I paid the new, even higher escrow shortage in full. 

I contacted Wells Fargo again today, XX/XX/XXXX, and was told the new payment is indeed {$2300.00} contradicting what XXXX previously told me. I was also told an off-cycle escrow analysis was performed, which directly conflicts with XXXX statement that it had not been. 

I understand all these calls were recorded, and I am respectfully requesting that the calls particularly the XX/XX/XXXX call with XXXX be reviewed. I feel that I am being misled and given conflicting information by Wells Fargo representatives. This is not the first time I have encountered issues with my mortgage servicing through Wells Fargo, and I previously had to seek outside assistance to reach a fair resolution.

I am not seeking special treatment only what is fair. I would appreciate your support in ensuring Wells Fargo honors the payment arrangement discussed on the XX/XX/XXXX call and provides clear, consistent communication moving forward.

Thank you in advance for your attention to this matter. Please feel free to contact me should you need any further information or documentation.

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