Consumer complaint received 2026-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
The website they forced me to use asked for the check details, and then gave me the address to mail them the check. I mailed them the check. And now they are saying " oops he got something 10 days later with more instructions, not our fault, though '' -- - I am the borrower on a Wells Fargo home mortgage. My home was destroyed by fire on XX/XX/year>. My homeowner 's insurer issued a dwelling repair check ( check # XXXX ) dated XX/XX/year> in the amount of {$380000.00}, payable jointly to me, my spouse, my public adjuster, and Wells Fargo as mortgagee. Wells Fargo is to keep the funds and disburse over time. It took XXXX months after the fire to receive a single XXXX money from Wells Fargo, even though I did exactly what they told me to do. XX/XX/year> : I reported the check through Wells Fargo 's XXXX portal. The portal required me to enter the insurer writing the check, check number, and amount, and number of payees. Wells Fargo therefore had my name, the check 's unique number and amount before it received the physical check. The portal told me to mail them the check, and gave me the address, so I did with XXXX XXXX XXXX. XX/XX/year> : Wells Fargo received the physical check ( XXXX XXXX ) at XXXX XXXX according to XXXX. Days later, they after they received the check, I received a XXXX XXXX XXXX ' with further information not on the website. I did not get the 'kit ' until after the check had already been delivered to them! There was absolutely nothing ( and still is nothing ) on the Wells Fargo property loss portal indicating mortgage number needs to be on the check. This resulted in Wells Fargo returning checks to my insurer and to me personally, saying that they couldn't figure out who the check belonged to. We would send the check back, and Wells Fargo kept returning them. This continued until XX/XX/XXXX, when they finally wrote me a check, which took another 21 days to hit my bank account. This not only took nearly XXXX months burned XXXX months of my rent payments before I even received any money to pay contractors to rebuild my house. Wells Fargo 's practice of returning insurance checks by untracked first-class mail repeatedly slow-walked time-sensitive funds meant to rebuild my family 's home and left no record of its own returns. As a result, my insurer 's temporary-housing ( ALE ) coverage ended while I was still displaced, and I was forced to pay both rent and a mortgage. Wells Fargo maintained that they did not do anything wrong. Their official closing letter says that they mailed me a home recovery kit on XX/XX/XXXX saying to include mortgage numbers on the check. But they had already told me to mail the check to them on XX/XX/XXXX, gave me the address, and said NOTHING about loan numbers. To this day their website says nothing about loan numbers when sending checks. They KNEW a check was coming. They had the dollar amount, check number, and my name on it. It had been reported to them. For them to get this check and completely shrug and say " Wow we have no idea why this check was mailed to us '' is patently absurd. Additionally, to say they couldn't get a hold of anyone at XXXX is a complete joke. I spoke with Wells Fargo today and they told me they did nothing wrong. They kept saying that they " kept their timelines '' and acknowledged that nothing on the website or documentation provided by the time I sent the check on XX/XX/year> indicated that I had to write down a mortgage number. The website they forced me to use asked for the check details, and then gave me the address to mail them the check. I mailed them the check. And now they are saying " oops he got something 10 days later saying there was something else he was supposed to do, not our fault though. ''

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