Consumer complaint received 2021-09-16
Company: WELLS FARGO & COMPANY
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX + years ago I contacted Wells Fargo regarding loan assumption after the death of my legal spouse XXXX XXXX XXXX on XXXX. As with every account we shared, I immediately took every step I knew to assume responsibility for debt under our joint names. 
When I contacted Wells Fargo about loan assumption I was told that I was required to refinance, the option of loan assumption was not available to me. After speaking with a friend that is a real estate attorney concerning the few years left on the loan, I put the mortgage payment on automatic draft and went about my business. The next year I received a escrow overpayment refund in the name of XXXX XXXX XXXX. After contacting WF about this, I completed the steps to have that check cancelled and a new check cut in my name. After explaining the situation I was assured the was understood and I would not have to worry about this in the future. 
Several months later I spoke with another WF mortgage specialist regarding the inconsistencies of dealing with this issue. I was told at that time by the WF mortgage specialist that refinancing or loan assumption at this time ( keeping in mind the short time remaining on the loan ) that it wouldnt be advisable to do either unless I had the extra money sitting around to spend. So on her advice and assurance that all paperwork was corrected and I would not be faced with this problem again I moved on. 
On XX/XX/2021 I received a notice from WF that an escrow overpayment refund ( check # XXXX ) in the amount of {$2300.00} was cut and sent on XXXX that still uncashed. I contacted WF and spoke with XXXX XXXX and was assured I would receive a new check within 10 days. On not receiving the check, I called back and spoke with her supervisor XXXX XXXX and again was assured I would receive a check within10 days. On not receiving the check I called back and spoke with XXXX XXXX regarding this. On not receiving a satisfactory answer I asked to speak with a WF Mortgage Specialist Executive and was put on hold for XXXX XXXX. After hearing what the problem was, what I have been told and what has happened I was assured by this individual that the issue would be resolved and check would be cut and sent to me within 10 days. I did receive a call from XXXX XXXX telling the check has been cut and is on the waythough still not received by me. 
I then received a letter delivered by XXXX think it was the check only to experience extreme frustration, anger and hurt at being told that WF has not done anything improper and absolving the company of any responsibility for the situation. I have been told I must refinance or begin the process of loan assumption. This is something I tried to do XXXX years ago after the painful death due to XXXX  XXXX of my partner/husband of 35 years ( 5 legally ). 
At this point I am left with the feeling that I have denied during this time that there are two issues affecting this case : 1 ) I am a XXXX man, every person I have spoken with has denied this fact but on being told I WAS NOT allowed to assume the loan when I first called and experiencing the hurdles that have been thrown in my way it leaves no other impression. 2 ) WF Mortgage division is simply looking to profit from refinancing rather than allowed me to assume the loan when it was most advantageous for me. Either way I am left feeling discriminated against and relegated to XXXX XXXX XXXX undeserving of what should be my right as an American taxpayer that has never missed nor been late on his mortgage payment.

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