Consumer complaint received 2015-11-20
Company: WELLS FARGO & COMPANY
State: OR
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
My parents ' property went into foreclosure after millions in healthcare bills when my mother XXXX unexpectedly in 2005. My father, who XXXX earlier this year, did his absolute best to sell the property, but was unable. As the executor of the estate, I have spent the last few months setting up the sale and doing everything I could. We finally reached an agreement that allowed me to pay all the debts of the estate, plus get my brother and myself a little and signed this week. 

But, the joy rushed out of me pretty quickly. The payoff statement provided by the outside legal firm handling the foreclosure for Wells Fargo, XXXX XXXX, only allowed for a cashier 's check and the escrow company did not have time to print that by the expiration of the payoff statement. But, it would be okay - we could do a wire transfer of the certified funds. The XXXX XXXX attorney then explained he was n't authorized to approve a wire transfer or anything around the sale, and we 'd need to contact Wells Fargo directly. I called their main line after hunting it down - XXXX did not have it. 

I hit another roadblock. Wells Fargo could not speak with me because I was n't designated as a personal representative in their files. I was with XXXX XXXX, their retained legal firm, but not with Wells Fargo. Even though XXXX has served me at least three times with lawsuits naming me as the personal representative for the estate. And, charged me each time they do at least {$40.00}, but with many near {$200.00}. The lawyer at XXXX also said in email that he could n't even verify if I was the personal representative - he never got that. 

I rapidly faxed them my letters of testamentary though, as well as my dad 's death certificate, their summons naming me as the personal rep in the foreclosure and my dad 's will. I called explaining the urgency of the situation - the payoff statement expired at noon the next day and I just wanted to pay them. I was told to check back often, they marked it as urgent and it would be okay. 

I continued to call with varying results, treatment and experience. In the past 24 hours, I have spent nearly five hours just on the phone with Wells Fargo. My escrow agent spent an hour and 48 minutes. 

The payoff expired, but it would be okay still - Wells Fargo had me identified as urgent and were working to create a different payoff, no extra fees, that would probably be done around XXXX. today. Well, at XXXX. I called one last time when I was told it would n't be done until at least Monday, and to stop calling until then. 

We ordered a new payoff statement through XXXX XXXX and will pay with the cashier 's check after all. We will close this and they 'll get their more than half a million dollars. And, after my desperate attempts to get help, they 're ONLY charging me another {$2500.00}. 

I have tried to do the right thing. I was lied to, charged more money and treated like a second class citizen. I 'm not a proven representative to discuss paying the loan, but completely eligible to be sued, to receive notice after notice from the same company and to waste hours of my life. All I wanted to do was close, pay off some of my student loans and get back to grieving losing both of my parents.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation