Consumer complaint received 2018-01-05
Company: WELLS FARGO & COMPANY
State: AR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XXXX XXXX, XXXX, our home received significant damge from a hail storm. Our homeowners insurance sent out an adjuster to note damage and estimate cost of repairs. Once the process began other damage was noted. Our homeowners insurance company never sent the adjuster back to our home. They only requested photos of damage not listed on the adjusters original damages worksheet and estimates to repair that damage. I sent in a few to several including costs to demo and replace kitchen, dining & entry way tile. Cost to repaint bedroom walls, columns in the front of the house and more. They sent us and Wells Fargo Bank, XXXX, supplement checks. Again, no additional worksheets were done by our homeowners insurance. Wells Fargo required maintaining control of all our repair funds totaling over {$27000.00}. We have repeatedly requested them to send out an inspector again to document repairs and for us to get reimbursed for work done. Our kitchen, entry way & dining room tile has been demod. Were living in a house with only bedreom carpet for flooring. On each iccasion until XXXX XXXX, each person at Wells Fargo stated theyd have an inspector contact us to come out. When after weeks, no one did each time, Id call back. There was always some lame excuse. I was told all repairs had to be done for them to send out an inspector. Once we fought that, recently XXXX, XXXX both in Property Loss Departments have repeatedly refused to send an inspector, stating they will not send one due to Wells Fargo policy stating, since there was no worksheet or itemized list sent by our homeowners insurance on the breakdown of costs for material & labor on repairs pertaining to the supplemental checks issues, they will not send anyone nor pay for the repairs. This is our money. Money they draw interest on. Not us. After almost two years, this is just being disclosed to us. After almost two years of holding our money. Money that came to them for said repairs. They cashed those checks, without any request for this worksheet & breakdown of what it was for. So after almost two years, are we not only living in a destroyed home. A home we were given money by our insurance company to repair, and spent our own money to also repair, its horrific. Not only that, after almost two years, the costs of material and labor has gone up significantly. I asked XXXX at Wells Fargo & XXXX, so what, because our homeowners insurance cant produce something that never wxisted almost two years ago in this worksheet, we never get our money that youve stolen, we have to continue to live in our ruined home? They acknowledged YES! I asked why tbey cant simply send an inspector & theyll see the work thats been done & to pay for material with our money to repair our home. They refuse. So its more stealing and ripping off their customers! I even filed a complaint with tbe Arkansas Attorney generals Office regarding issues over a year ago. It resolved nothing. Conflict Resolution Specialist at Wells Fargo were nasty and not helpful. Even calling me a liar. We also received a letter from Wells Fargo acknowledging we can spend the restricted eacrow amount on our hose for other items not part of the damage. So that is another issue. Now they claim we cant. So we spent money on items tbey wont reimburse us for. Such as a hot water heater and some painting. It also reinforces the fact that nothing was ever said anout needing a worksheet for us to get OUR money to make or be reimbursed for repairs. 
Over the past two years they have also received additional payments on our mortgage that was specified to be applied to principle. Yet they have refused to apply it to that. They have refused having an auditor look at when those affitional principle funds were paid, and adjust our interest amounts based on tbe date & amount overpayments were made. The amount paid was not much, however, on an amortization schedule, thousands of dollars in interest payments are not being saved by us. Once again giving unethical funds to Wells Fargo that arent theirs. Not only that, but on a few or more occasions, when I called in to make the monthly payment, they insisted on less money than our monthly payment amount being due. And if that amount was paid, theyd then later charge us with a late fee for not paying the full amount of that monthly payment! So theres a second escrow fund with that money sitting there theyve misappropriated!

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