Consumer complaint received 2015-05-05
Company: WELLS FARGO & COMPANY
State: CT
Product: Mortgage
Sub-product: Other mortgage
Issue: Settlement process and costs

Complaint:
I purchased a house through a short sale with Wells Fargo Bank following the death of the owner who had a reverse mortgage. The closing occurred in XXXX XX/XX/XXXX and in a letter dated XXXX XXXX, XX/XX/XXXX Wells Fargo advised that they were in the process of issuing documents to allow their lien to be removed from record. Wells Fargo also directed me to HUD to inquire about the release of the XXXX lien and provided contact information HUD. I received a certificate of discharge/release of mortgage from the Wells Fargo bank on XXXX XXXX, XX/XX/XXXX. I waited 90 days to before inquiring with HUD regarding the XXXX lien and I was advised that they had no record of receiving notification ( a XXXX mortgage release ) from Wells Fargo and I was referred back to the bank. I called Wells Fargo bank Customer Service on XXXX XXXX, XX/XX/XXXX I was referred to the Home Preservation Department and advised to ask to speak with XXXX XXXX who was the contact person I dealt with regarding the short sale of the property. I left a message and asked XXXX XXXX to call me back and then I selected the option to speak with another representative from XXXX XXXX ' department. That representative advised me that I would have to email the Lien Release Reverse Mortgage department to inquire when a notification would be sent to HUD. She advised that the department did not take telephone calls and my only option would be to send an email inquiry. I did email the department on XXXX XXXX, XX/XX/XXXX and on the XXXX of XXXX I called the bank again since I did not hear from the bank regarding the email sent. I was advised by another Home Preservation Representative that it was nothing her department could do and that I should follow up and send a XXXX email as well as call XXXX XXXX to see if she could assist me. I left XXXX XXXX a XXXX voice mail and sent a XXXX email to question when HUD would be notified that the XXXX lien had been removed from the property. XXXX XXXX never did return my telephone calls but I did receive a letter dated XXXX XXXXXX/XX/XXXX from XXXX XXXX in the Lien Release Department to advise that she received my inquiry and that she would research in an effort to resolve the issue. 
I called XXXX XXXX on XXXX XXXX, XX/XX/XXXX to inquire if any progress had been made in sending the necessary documentation to HUD and she indicated that she had no idea of what I was talking about. After explaining my problem XXXX XXXX advised that she had no idea of what bank department would be responsible for releasing the information to HUD and that " she was in the same position as I was in '' regarding getting the bank to release the information. I then advised XXXX XXXX that I was worn down with trying to get Wells Fargo to complete this process so I had no other choice but to file a complaint. XXXX XXXX then advise that she would inform her supervisor that I plan on filing a complaint and " maybe that would help to expedite the process ''. She took my telephone number and the loan number and promised to call me back. I do not believe that XXXX XXXX will call me back furthermore I do not believe that she is going to take any steps to resolve this issue. 
I am in limbo with the house that I just purchased. It is in severe need of repair and I am not able to obtain a loan to repair the house because the HUD lien is more than the house is valued. I am just looking for Wells Fargo to complete this process by following through and send HUD the documentation they need to make a determination as to whether the second lien will be dismissed on the property. HUD will not allow me to send the documentation that I received from the bank. I am just asking Wells Fargo to do the right thing.

Company response to consumer: Closed with explanation