Consumer complaint received 2019-12-23
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have an Enhanced Deed which gives me the right to have the house and anything associated with it. This becomes effective once my parents passed away. My mother passed away in XXXX of XXXX. My father passed away in XXXX. Since then, I was personally paying the mortgage until I could refinance. I have given Wells Fargo all documents they have requested. 

This is my issue, once I send the requested documents to Wells Fargo, they want additional information. The request for additional information comes weeks later. First, in XXXX, I asked for information that I needed for refunds. I was told that I had submitted everything I needed. Second, I received a check, in my parents name, for a refund of the over-payment. I was told by Wells Fargo 800 number that I needed to submit a letter that asked for the name to be changed to my name ( on the refund check ). I submitted it via fax from the local branch. Third, I received a letter from Wells Fargo asking for proof that I made the over-payments. I mailed the documents to them as requested. I have proven that I personally made the over-payments ( as requested ). Fourth, now I just received a letter asking for additional paperwork/info. 

Below is the information they requested and I have sent. Why do they keep asking for more information? Why cant these requests be put in one letter? How can I get my approximately {$5000.00} back? 

Dated XX/XX/XXXX. Asking for information on deaths. Including Enhanced Deed, death certificates, wills, etc. 
Faxed XX/XX/XXXX. 

When information was faxed on XX/XX/XXXX, the local Wells Fargo customer service spoke to their estate representative and I asked what I need for refund. ( There was a credit from over-payments in escrow? ). I was told I had submitted the paperwork needed. 

Approximately on XX/XX/XXXX, I wanted all the over-payments made in my name. ( I had received a check in my dead parents name. It was for approximately {$5000.00}. ). I was told to send in receipts showing I had made the payments ; and, proof that I made the payments. ( From accounts in my name. ). It was sent via USPS. 

Letter dated XX/XX/XXXX. Wells Fargo had receipt of payment in full from my bank. ( My proof that I made payments. ). It was from the refinance through XXXX XXXX XXXX XXXX XXXX. It was overpaid and loan information listed me as payoff. I also showed where I paid via Bill Pay. 

Dated XX/XX/XXXX. Wells Fargo received proof of my payments from my bank records. This includes my refinance paperwork showing I refinanced the home under my name. This is ALL Wells Fargo asked for. 

Letter dated XX/XX/XXXX wants to show that I am the executor, Enhanced Deed ( information was listed in the wills ) and other information I submitted earlier. 

I have done everything Wells Fargo has asked for. I just want my money that is due to me. I have proved that I have made the payments. The state and property tax commission show me as the responsible party, why cant Wells Fargo? 

Any help you can give me would be appreciated. 

Thank you.

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 non-monetary relief