Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: NE

Complaint narrative:
I am a mortgage customer of Wells Fargo. I had damages from a storm this past spring that involved my roof, pool liner and pergola. The pool liner and roof have been fully fixed and the pergola is scheduled to be completed in the spring XXXX. The pergola claim amount represents XXXX  % of the total claim. 

After the pool liner was replaced, I submitted the necessary paperwork to my insurance company, XXXX XXXX, who sent me the remaining amount of the money for that portion of the claim. When I got the roof replaced in early XXXX, I again submitted the paperwork to XXXX XXXX so I could get the remaining amount of the insurance claim check for that portion of the loss. They sent me the check but also included my mortgage company, Wells Fargo, on the check which is understandable. Wells Fargo requested an inspection of my property and requires XXXX  % of the damages to be fixed before endorsing the check. The company who did the inspection and submitted the pictures ( XXXX XXXX XXXX ) submitted the inspection at XXXX  % complete. This then goes to XXXX XXXX XXXX who changed the results to XXXX  %, causing my inspection to fail. 

I've been in to Wells Fargo on XXXX separate times, totaling over XXXX minutes of my time and they weren't able to tell me why the inspection failed. Only saying they'd escalate it but that would take XXXX business days. I've been dealing with Wells Fargo now for XXXX  days without any results and they continue to drag their feet and hold me XXXX from getting the check endorsed. They are claiming because the pool cover was on the pool they couldn't validate the pool liner was replaced, even though I've sent them the pictures and paid invoices from the pool company who did the work back in XXXX. Again, they allowed the payment for this portion of the claim to come directly to me without having to be on that check. They are now in the way of the check I need endorsed so that I can then pay my roofer for their completed work. 

Wells Fargo has the information they need to get this resolved and simply doesn't care about me as their customer. It's unacceptable. The late payment notices I am getting from the roofing company certainly has a negative impact on my credit rating and I need this resolved. Can you please help me? 

Additionally, I am getting ready to go into XXXX once this is resolved and will be paying off my mortgage with them as I can't stand giving them another XXXX of interest on this loan. I asked for a mortgage payoff quote and they tried to quote me a payoff amount with an additional 2 days of interest because they say it takes them 2 days to process the payment. What? I used to work in the financial services business and understand how money movement works and what real-time payments are. I don't care how long it takes them to do their work, if I'm paying them today, the payoff amount should be for today 's date. That's criminal behavior in my mind. They are literally stealing money from hundreds of thousands of customers with this approach, as most probably just say " ok ''. That's not ok and someone should look into this unethical business practice.

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