Consumer complaint received 2018-01-03
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY (TX)

My house was flooded during Hurricane Harvey. The mortgage on this house was held by Wells Fargo. Shortly after the flood I received a package of information from Wells Fargo outlining my options. One of those options was to use the insurance settlement to pay off my mortgage. Because of the amount of damage to my house I am not able to repair it without substantial additional costs so I chose the option of paying off the mortgage which would then allow me to purchase a new house with another mortgage company. I called Wells Fargo and talked to XXXX XXXX and he went over the process. He thought the process would take a few days. I received the check from the insurance company on XXXX XXXX and again called Wells Fargo but did not write down the lady 's name. She told me to take the check to a Wells Fargo branch office, endorse the check and have them overnight the check to their mortgage department. I went into their branch office on XXXX in XXXX and worked with XXXX XXXX, she did agree to overnight the check and had someone call me later in the day to confirm it had been done. I called Wells Fargo on XXXX XXXX to make sure the check had been received and talked to XXXX, XXXX and XXXX and they said the check was not in their system yet. XXXX agreed to call me the following day with an update but she never did. I called Wells Fargo again on XXXX XXXX and talked to XXXX, and XXXX XXXX and they said the check was not there but XXXX assured me he would call the following day no later than XXXX eastern time with an update one way or another. He has never called. I called again and talked to XXXX, XXXX XXXX and XXXX XXXX to escalate the issue. On XXXX XXXX I called the main corporate number in XXXX XXXX, XXXX and requested to talk to XXXX XXXX XXXX but instead they sent me to the executive escalations group where I talked to XXXX and XXXX and they confirmed a case had been opened and I should hear from someone within 24 - 48 hours. On XXXX XXXX XXXX called to let me know that my case had been assigned to XXXX XXXX and he would call me within 24 - 48 hours. I talked to XXXX several times but all I really got from him was Wells Fargo processes and the time they were allowed to complete the task which was normally 24 - 48 hours. On XXXX XXXX I saw the funds posted to my account but not applied to the loan. I called XXXX again and he said that I would need to talk to the Property Loss Department to find out how long it would take to complete the transfer of funds. I called them and talk to XXXX and she said they needed a revised payoff quote which could take 24 hours. I went online and created the quote and per XXXX I faxed it to them. I then called the property loss department after a few hours to be sure they received it and talked to XXXX XXXX. She said it was not in my file but it could take 24 hours to show up. The closing on my new house was suppose to take place XXXX XXXX but it has been delayed pending this pay off confirmation. The contract expires XXXX XXXX, if I have not closed by that date I potentially loose all of the money I have spent to date, including the escrow money, inspection fees and appraisal.