Consumer complaint received 2023-03-23
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I experienced property damage to my barn on XX/XX/XXXX and received my insurance checks from my insurance company, XXXX XXXX. The checks were made out to myself and Wells Fargo, my Mortgage company. 
Wells Fargo mandated that I submit all my checks to their " property loss '' division in XXXX, OH, which I did on XX/XX/XXXX. 
Wells Fargo sent me an initial payment of {$40000.00} on XX/XX/XXXX, which I gave to my contractor to begin the necessary repairs.

In order to receive additional funds, I have to request an inspection through the Wells Fargo property loss website, which they outsource to XXXX XXXX, who hires a 3rd party to do the inspections. 
Wednesday, XX/XX/XXXX my first inspection was completed and submitted by the 3rd party to XXXX XXXX that evening showing pictures of the progress and stating the project was around 40 % completed. 
Wells Fargo 's property loss website shows an incorrect date of the inspection being done on XX/XX/XXXX, and states the " inspection failed '' with no details on why. 
The owner of the 3rd party company who completed the inspection and myself called XXXXXXXX XXXX on XX/XX/XXXX and spoke with XXXX who stated that XXXX at XXXX had changed the completion of the project to 0 % and would not be able to release more funds to me until the project was 100 % complete, which is impossible to do without more of my insurance money being released to me. 
My barn is an {$86000.00} project and my contractor needs money from me to finish buying materials and to finish the project. The project was started in XXXX with demolition and the rebuilt started on XX/XX/XXXX once I was able to give my contractor the {$40000.00} down payment. The project was supposed to take 3 weeks and my contractor has projects scheduled right after me. We are now at a standstill on the project as my contractor has XXXX funds from me to buy the rest of the materials to complete the project and pay his employees. Wells Fargo is holding my insurance money hostage and preventing the project from being completed, and messing up my contractor 's schedule.

I called Wells Fargo Executive complaints on XX/XX/XXXX and spoke to XXXX who opened a case # XXXX which was assigned to XXXX XXXX. 
I called XXXX again on XX/XX/XXXX and he had made XXXX progress on any resolution. I called again on XX/XX/XXXX and asked to speak to a supervisor and was told one would call me back that day. As of XX/XX/XXXX no one has called me and Wells Fargo has not resolved my issue or released any additional of my insurance money to me. 
This is a huge issue and I need Wells Fargo to immediately wire funds to my account so that I may pay my contractor so he can buy the rest of the materials needed and complete the project. This is an urgent situation due to my contractor being forced to abandon my project for another that has money to pay him unless I get my money immediately.

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