Consumer complaint received 2017-04-13
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Insurance claim proceeds being held by Wells Fargo the mortgage company. We received the initial payment from the insurance company on XX/XX/2017. We then sent the check to Wells Fargo for it was to be a monitored insurance claim & repairs. Normal procedure would be that within a week or so they would send us one third to get the repairs started. This is where everything went crazy, they did n't want us to manage or self contract the claim and said it would require an exemption, so they put in for the exemption. The first exemption was denied, after exhausting conversation a resubmission of the exemption request was honored and sent in. Then it was denied again as there was confusion within the bank and people submitting without all the information provided. Upon the results of the third submission, on XX/XX/2017, it was told to us it would be approved if we had a inspection from the bank and based on the percentage of completed work, would the first check, from Wells Fargo be issued. At this point they wanted work to be completed without releasing any money from our claim proceeds they were holding. ( Is it me or does this make any sense what so ever ) At this point we requested the inspection, which we had done on XXXX, the inspector for the bank netted a 50 % completion of the work had already been done. On XX/XX/2017 Wells Fargo advised us they received the inspection results at 50 % and would be initiating a draw for {$40000.00} Dollars. This check was expedited and would arrive on Thursday the XXXX or Friday the XXXX. In receiving this on Friday the XXXX, we open the Fed Ex envelope and to our surprise there was no check, and more paper work to sign before the check would be issued. I called the bank and they told me the check request was canceled on XX/XX/2017 because someone realized that two forms had n't been signed or sent to us. So, they sent the forms in the Fed Ex envelope and did n't even call us to advise of the changes. These forms could have been faxed to us that same day and handled by us the same day, we lost another week in processing. Upon faxing the executed documents the same day on Friday, we confirmed Wells Fargo receipt of them and they were now ordering a new disbursement to us. Now after they took 2 days to process the forms, on XX/XX/2017 we are told by the Wells Fargo Representative the she has initiated the new check and would send it express mail overnight, Federal Express, and the check amount is {$58000.00}, which we would received by Thursday. Now, on Wednesday I call to confirm the check had been sent and obtained a tracking number, XXXX of Wells Fargo confirms the package but makes a mention of the amount of the check being {$25000.00}, I said why is it less? The reasons I obtained were insane. Her justification for the handling of this claim was based on the New Regulations of the CFPB and they are deterring people from self contracting the repairs from an insurance claim. I said to her in an industry that definitely need to have new regulations on Banks handling or mis-handling of insurance claim funds, you are telling me they made new regulations and they made it worse?? She said yes. I have requested from her in a fax today XX/XX/2017 that she identify specifically what regulations of the CFPB is she referring to. I have not received a response yet. We ask that the CFPB intervene and investigate Wells Fargo Bank for the mishandling of our claim proceeds.

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