Consumer complaint received 2023-01-27
Company: WELLS FARGO & COMPANY
State: VA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I bought a small condo to run, y business out of on XX/XX/XXXX from what was then Wachovia Bank. I paid that loan off in XXXX of XXXX. They stopped taking funds from my account o that date. I have included it in the documents. I retired mid XXXX and immediately started trying to sell the office condo. The market was soft and I did not received an offer until XXXX of this year. I accepted the offer and it was supposed to closing on the XXXX of XXXX this year. On Wednesday the XXXX of this month. I received a call from my closing attorney that a lien was on the property for the mortgage. I packed all my documents up and drove up to the local Wells Fargo branch. I spent three hours there but despite all the documentation that I have which included all the closing documents, the payment statement, my bank account showing the monthly with drawls and documents from the closing attorney showing the lien. I was back up there again the next day and then back to my how office for the rest of the day. On Friday my wife went up early and I was at the bank all afternoon. So 20 documents hours over three days. Saturday we spent looking through old tax returns to see if we could find any documentation because Wells could not fid the loan. On Monday started the day at the WF office again and spent the rest of the day on the phone with different depts. Another 8 hours on Tuesday more of the same. At that point though I finally connected with some one who acknowledged that they had found the loan so we could move forward. All it meant though was that I was in a different level of XXXX in Wells Fargo. They have the loan, they have the proof that it is payed but they say they need 30 days to process it. Evidently once the loan is paid they are given 30 days to record that it has been paid. That is all fine and dandy except the loan was paid off 4 years ago. Meanwhile I am in default and I run the risk of losing my hard won buyers because I cant close without them sending the release. My buyer has been patient so far but they cant wait another 30 days. It is a simple solution but despite having talked with over 20 people in the XXXX system hey will not budge. I get shuffled off after spend an hour plus with the reps. I am told they will call back and they don't. I have been hung up on three time. I have been able to escalate the issue But only after shuffling through numerous depts until I find some one who actually cares. Then I get to the next level and it is more of the same. It is a simple straight forward fix yet, while most of them sympathize they just pass me along to the next person without doing anything. I will lose my buyer if this has to go thirty days long. It should have been done 4 years ago. Can you please help me move this along as I am at my wits end My case # with Wells is XXXX XXXX XXXX is XXXX I have had the most success with his main number ( not direct ) is XXXX His email is XXXX His boss is XXXX XXXX who has not spoken with me

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 monetary relief