Consumer complaint received 2026-07-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
On XX/XX/XXXX I entered the Wells Fargo Branch Office at XXXX XXXX XXXX XXXX XXXX XXXX to make the final payment on my House Mortgage. The branch reviewed my information and informed me I owed {$1300.00} for my final payoff for my home mortgage. I wrote them a check for that amount from by XXXX checking account. I received a received a receipt from the bank for that transaction. On XX/XX/XXXX, I received a call from the Home Mortgage Department of Wells Fargo informing me that I was late on my XXXX ( last month ) payment on my Home Mortgage. I informed them that I made that payment of {$1300.00} on XX/XX/XXXX at the Branch office. I also told them I had a posted check for {$1300.00} on my BMO checking account. They said they had no record of that payment. I returned to the branch office on XX/XX/XXXX and XXXX the receipt and canceled check I had for the amount of {$1300.00} on my BMO checking account. They reviewed the paperwork and found that the teller had placed the account number for my auto loan ( not my home mortgage ) on the payment ( it was the banks error ). They reached out to the Auto Loan department that informed them they could not transfer the money from the auto loan to the Home Mortgage. That all they could do is return the funds. While not happy with this in order to not get a penalty on my home loan waiting for the funds to be returned in the next couple of days I used my Wells Fargo checking account to pay off {$1300.00} ( the true correct payoff with escrow, which was missed on the first payoff on XX/XX/XXXX ) on XX/XX/XXXX. This means I had paid Wells Fargo twice for this payoff and had given them a total of {$2600.00} for this final mortgage payoff, which they owed me {$1300.00} back that was now in my auto loan due to their error. I also gave the branch the routing number and my account number to return the {$1300.00} back to my XXXX checking account. I was told this would be done by Friday XX/XX/XXXX. On XX/XX/XXXX after not seeing any new deposit to my XXXX checking account and seeing the reversal of the {$1300.00} from my Wells Fargo auto loan on XX/XX/XXXX, I returned to the Branch and was informed that there was nothing they could do. I then called the Customer Support line with Wells Fargo and was jumped between numerous personal. They informed me that they would have a resolution by XX/XX/XXXX. I told them this was not adequate as i need those funds for day-to-day expenses in my life. I was told that they would call me back by XXXX XXXX XXXXXX/XX/XXXX. I did not receive any call from Wells Fargo by XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX, so I called back to the Customer help line and was told i needed to speak to the Home Mortgage department. I talked with them and they informed that they had returned the funds to the Wells Fargo Auto Loan as my Home Mortgage was paid in full and closed out. I was then transferred too the XXXX XXXX department and was told they had not received any funds form the Home Mortgage department. They also were upset that the Home Mortgage department was not taking care of this issue and they were filing an internal complaint about that. As it stands, I do not know who has the control of the {$1300.00} of extra money I have paid to Wells Fargo and it appears that they do not know how to return those funds to me. I am asking you to step in and help me get the funds that I paid Wells Fargo that they placed in the wrong account and now will not in a timely manner return to me.

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 monetary relief