Consumer complaint received 2020-05-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
The problem is not making a payment to Wells Fargo the problem is the customer service in there loss property department. During this time where the entire world is going through the unkown with COVID 19 Pandemic, a XXXX hit my town and caused damage to my home, my insurance company issued a check to repair the home. The check was payable to myself, my husband and the mortgage company ( Wells Fargo ).  I contacted Wells Fargo on XX/XX/2020 to gather the information needed on my end to have the contractors paid and the work completed. The representative treated me as if I was a bother to her XXXX XXXX is her name and a name I wont forget. Her tone in her voice was just beyond rude, but although I was stressed and upset about the damage I remained calm and passed off her attitude and lack of assistance as her having a bad day. I asked what all is needed and was provided a list of steps I need to take to start the process. I over knighted everything listed in the required documents from XXXX to Wells Fargo costing me over {$30.00} and taking the risk by having to go to the post office. I wait a few days even though the tracking showed the documents where received by Wells Fargo. On XX/XX/2020 I connected with Wells Fargo and spoke with a representative by the name XXXX she confirmed everything was needed from me and that the request was submitted for a draft to get my contractors payment. XXXX stated I can let the contractor know a check will be received via XXXX on Monday, and that I can call back on XX/XX/2020 to get the tracking information. I call back on XX/XX/2020 and was informed that my Attorney didn't send a written authorization for me to speak with Wells Fargo ( I have proof the Attorney sent it multiple times ). I hang up connect with my attorney and call back to Wells Fargo a few hours later, this is where the true nightmare started. XXXX XXXX answers the phone and from the beginning started with the same rude attitude I received from her on XX/XX/2020, she first tells me that she cant speak with me and needs to connect with my Attorney for permission to speak with me, puts me on a long hold and then returns to the line. When XXXX came back to the line she informs me that my packet was missing information that she told me needed to be submitted, I questioned XXXX as I read back the list to her TWICE on the XXXX of XXXX and she confirmed in that call that I had everything correct. She then started yelling and arguing with me saying I was wrong and that I need to listen to her. She tells me she knew for sure she told me about a Lein waiver that was needed when she didn't when I questioned her about the document and where I would even get it she became more aggressive with me on the phone at this point I'm at my breaking point I truly can not believe the Utter disrespect and lack of customer service I was receiving. As a veteran with XXXX, a mom of XXXX, and stressed from the world pandemic the last thing I wanted to deal with was damage to my home and my mortgage company causing delays and more hardship. All I want is for someone to be respectful and helpful when I reach out for help. I requested to speak with XXXX manager and she immediately put me on hold with out saying a word and came back after a few moments to say o your still there my manager will call you back. At this time I am now beyond heated and demanded to speak with someone else. I was escalated to a executive office employee who informed me that all she can do is take my complaint and have a case created but not actually help with my issue at hand. This employee was respectful but only able to document what XXXX did and didn't do, during this call I found out that the required form to move forward is something XXXX XXXX should have not only told me about when I called on XX/XX/2020 but also should have mailed to me ( which she did NOT ). I now have to delay the work on my home more time due to XXXX XXXX, who from the first call was beyond rude and I personally feel attacked by her actions and lack of respect. I truly can not believe that due to XXXX actions my home may be exposed with no siding and a roof ripped off risking my XXXX getting sick. I can not believe this would be something WELLS FARGO would accept.

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 non-monetary relief