Consumer complaint received 2022-12-02
Company: WELLS FARGO & COMPANY
State: NE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
We refinanced our FHA mortgage with another company. On XX/XX/22 we got a payoff via XXXX for a total of {$69000.00}. On XX/XX/22 a payment was sent via wire transfer to Wells Fargo for {$69000.00} ( no dispute that you received these funds ). 

At the beginning of XXXX we called about the overpayment as we had not received the funds for the overpayment. The rep we spoke with said we should have the check within the next few days along with a separate check for the escrow ( which we did get ). 

The overpayment check never arrived so we called the middle of XXXX and was told it was then being issued as it had to be 30 days from when the payoff was made ( a little mad we were LIED TO BY WELLS FARGO as no check was ever cut ). 

We waited a bit more an called again on Tuesday XX/XX/22 and spoke to yet another rep who stated no funds due based on a payoff amount given in XXXX. ( AGAIN LIED TO BY WELLS FARGO when told check would be issued at the 30 day mark ). This amount was incorrect as since between the XXXX quote and the payoff on XX/XX/22 additional payments had been made which would reduce the total payoff due. The rep refused to do anything. 

Another call was made this same day in which a rep picked up the phone and then hung up without saying anything. 

A third call was made on XX/XX/22 to the executive office explaining what was going on and was told someone would be working on our issue to get us a refund. The next day XX/XX/22 we got a letter from XXXX who states the refund we due of {$440.00} was paid for escrow ( this is incorrect as escrow did not have a deficit ). On XX/XX/22 we called yet again to the executive office and spoke to a guy and explained all our phone calls and how every time we are told a different excuse. He saw the letter from XXXX and could not explain the numbers nor how she came up with them besides just randomly picking numbers to make it match the original payoff of {$69000.00}. This rep tried to reach out to XXXX supervisor with no luck. He did inform his supervisor as to the issue going on who was going to reach out to XXXX supervisor and get this issue solved so we can get the overpayment we are due. 

A call was made on Friday XX/XX/22 and we spoke with another gentleman who stated XXXX was the manager assigned to handle this but he was unable to transfer to him as he was in a meeting. He stated an email was being sent to XXXX. We called back about XXXX hours later hoping to talk to XXXX and email him the payoff we got from Wells Fargo. On the callback we were put on hold for a while to come back and be told XXXX could not talk as he was on another call. I asked for XXXX direct email and again on hold while the rep talked to XXXX. The rep came back and tried to give me another person 's email which was unacceptable as every rep I have ever spoke with within Wells Fargo does not have the ability to send email. 

This issue is now approaching XXXX weeks from when the original payoff was made to Wells Fargo. Not at all happy with the numerous lies being told about a check being sent out on several different times nor the fact that multiple phone calls have to be made in which no supervisor/manager is available to speak with. 

I will attach a copy of the payoff that Wells Fargo supplied on XX/XX/22 at XXXX CST. If you need a copy showing the wire transfer of the {$69000.00} please let me know and I can supply that later as well ( though it has been verified you did receive this exact amount on XX/XX/22 ).

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