Back in August I received a letter from Wells Fargo Home Mortgage regarding a delinquent real estate that was supposedly reported to them. I contacted them advising that I was NOT delinquent and was advised to fax proof showing that I was current with my taxes to my municipality. I did fax the receipts and statements showing that my taxes were not delinquent.
Several days have passed and I received another letter stating that I am delinquent on my taxes. Again, I contacted them and was advised it takes time to update their records. I then advised them I wish to talk to someone in that department to confirm receipt of my fax. The customer service representative advised me that she could NOT transfer me. At this time I figured I wait.
A few days later I received another letter advising that if I do not provide them proof that my taxes were paid, they would pay the taxing authority and it will increase my monthly payment. I again contacted them and asked what was going on. After much discussion with the CSR she advised me that their records show I had not paid part of my 2008 taxes. I advised the CSR there must be a mistake. She advised me that this is what the record shows and that unless I show proof this is the information they have to go by. I then advised her that the letters received did not state anything about 2008??? I tried to explain to her that my 2009 taxes show paid. Do you not think that if I didn't't't pay my 2008 that it would reflect that on my 2009? Her response was "I suppose, however this is what its showing". I asked where they get this info. Her response was they do random audits and they must have found it or your municipality must have contacted them. At this point I felt that maybe there was an error with my taxing authority.
I then contacted my municipality and was advised that my taxes were NOT DELINQUENT. I asked and was willing to pay for their time if they could fax this information to Wells Fargo? I did advise that all communication is through fax and to be sure to include my account number. The lady from the county did fax over to them the last 2 years including a copy that all my taxes were current. I would like to add this was very appreciated.
December 27 (same day) I contacted Wells Fargo Home Mortgage. The lady I spoke to was Shelly Comes. She was the only person that was willing to listen to my concerns and knew I was upset. She advised me that Wells Fargo Home Mortgage sent checks to my taxing authority for arrears taxes. She also advised me that they sent in my 2010 (future) taxes in the amount of $5097.91. Needless to say I was even more upset. I explained the details and she advised we have some time to get this corrected for the checks did not show being cashed. She then asked me to fax them to an 800 number. (which I did) she also asked me to fax a copy to her and that she would be in touch with me. She was very pleasant and actually took the time to help me through. I thought this would be the end. NOT!
January 3rd I received in the mail an Escrow Disclosure Statement and Notice of New Mortgage Payment. They increased my mortgage from $1138.42 to $2290.38!!! I cannot afford this nor do I deserve this. I have spent several hours trying to talk to someone, I am tired of communicating through fax, I have ALL DOCUMENTATION showing proof I was never delinquent nor am I delinquent in my taxes. Further, I pay my taxes with my tax returns and they took it upon themselves to pay my 2010 taxes which I am paying interest and fees on. I am hoping someone can please talk to me and help me get this taken care of. I have had sleepless nights worrying about this and NO ONE SEEMS TO CARE!!! I refuse to make these payments and cannot afford this increase. I would understand if I was in the wrong, however I AM NOT!!! Please help me in this matter.
I have been on the web and was surprised to see the amount of complaints made to Wells Fargo Home Mortgage, and some of the battles people are going through. My advise to anyone is to NOT DO BUSINESS WITH THEM. Their customer service sucks, and they don't want to listen to anything you have to say. Their remedy is to make you communicate through a fax machine.
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