Consumer complaint received 2016-03-29
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Our home was condemned after XXXX # XXXX. Wells Fargo stated they were estimating we had a 25 % property loss immediately following but then cancelled the property loss inspection upon notice of the condemnation and have refused to come do an inspection on the home which engineers and contractors estimated the repairs necessary would exceed the 50 % value mark. So, we hired a lawyer to try to get the property loss department to come inspect the home and forwarded all mold tests, contractor letters, estimates, safety inspections, etc that we had collected and paid for immediately following the disaster. Not having or being required to carry flood insurance left us with a very small insurance settlement that would only cover the repairs to the roof sustained from wind and hail damage during the storm. Additionally, code violations, mold hazards, and foundation repairs must occur before any insured roof work could be permitted. They then refused to release the insurance check to us to use to stop mold growth that they were notified of following the disaster and stated they needed time to review and research. More than five months have passed, and the mold is out of control. Now, the entire home has to be gutted and the entire structure will have to be brought to code which exceeds the value of the home 100 %. At first, all We asked is that they defer the amount we were behind due to costs of the repairs necessary to fix the safety related code violations and we asked they endorse the insurance settlement to be used to address the mold and electrical violations. They have refused to do so, and refused to respond in any manner other than to keep notifying our attorney they need two more weeks to complete their research. They have been claiming they need two more weeks for months. Their ameliorative waste has now cost us the entire home and any chance of restoring the home, as well as the cost of the repairs and renovations made just prior to the storm, and 15 years of equity into a 20 year mortgage. Additionally, we are paying each week for a construction dumpster to remain on the property while we " wait '' for them to complete their research. We have now been paying for months, and are simply losing even more money while they do nothing. 
During the course of this ridiculousness, we were treated poorly, insulted, lied to, discriminated against, and have been being pressured to just give them a deed in lieu of foreclosure. Their property loss department has outright ignored our Attorney 's written requests that they contact him. We are preparing an offensive lawsuit against them for ameliorative waste, all monies / equity lost, and the money we have spent trying to preserve the property while we waited for them to do absolutely nothing. Their " inaction '' has caused the home recovery during one of the worst events of our life - A XXXX - to become impossible. Because of their inaction, our home is now a total loss. Where we had hope and potential for recovery before, there now is none. Had they bothered to act in a timely, professional, and reasonable manner, we would be well on our way to returning to our home today. 

None of the options for " Which part of the mortgage process is your issue related to '' below are truly applicable to our situation and problem with this lender. Therefore, we have selected loan servicing as our answer.

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