Consumer complaint received 2015-10-06 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
On XXXX XXXX, 2015, my family lost our beautiful home to a house fire XXXX. Since then, we still have not broken ground on the rebuild. Between Virginia Properties Insurance and Wells Fargo, we have not been able to start rebuilding our life. Instead, we are a family of XXXX stuck in an apartment with no hopes of seeing our home as it was before the fire. Not only have we not seen a dime from our insurance agency with respects to our inventory/belongings, the check that we received to rebuild our home is held in limbo with Wells Fargo. The situation is this : when we tried to deposit the insurance money for the rebuild into a Wells Fargo account, they wanted to us to go through a long documentation process in order to endorse the check to pay the contractors. XXXX of the requirements is for us to show a signed contractors contract. In order to have a contract we need building plans. Our building plans were destroyed by the owner of VA XXXX XXXX some years ago and XXXX XXXX of XXXX does n't have a copy. So we are forced to pay for building plans which are XXXX dollars. We ca n't pay for the building plans because Wells Fargo is holding the money hostage. We have spoken to them several times and it seems as if we 're going nowhere. Is there anyone or anyway XXXX on your side could help us with this process. We are at a loss and do n't know how we can get back into our home. 

A little history : prior to our house fire, we had Virginia Properties Insurance because we had XXXX water damage claims within 5 years. This caused our regular insurance company to drop us and there was only XXXX or XXXX insurance company 's that would give us a policy at an extremely inflated cost. Not only was it very expensive, but it only covered the house in extreme circumstances and the max that we could possibly get for the entire house to be rebuilt is only $ 200K. We owe more than that and the house costs more than that to rebuild. The inventory ( furniture, clothes, etc. ) maxes out at $ XXXX. The insurance does not cover living expenses, so while we are paying for the apartment while the house is unlivable, we also have to pay mortgage. This has been very hard on our family. The property insurance XXXX as well as the insurance company dragged their feet on every step of the process. So when we received the check a few weeks ago, we were ecstatic, thinking that we were about to get the work on our house started, however, when we went into the local wells fargo bank, they told us about this process to endorse the check for deposit. 

Please help our family. We are on the verge of bankruptcy trying to keep us XXXX households and working hard to try to get the process done. It was our house and we paid our mortgage to wells fargo every month, but now we are being made to feel as if we are trying to get something out of the deal that we do n't deserve. They are treating us like we are con artists. We just want our house back. We want to go back to what our XXXX children know and were familiar with. Meanwhile, our burnt house is just there in the neighborhood, where other kids play, an eyesore for our neighbors, getting worse every time is rains and collecting citations from XXXX XXXX of XXXX XXXX who by the way are saying that if action is n't taken within the next few days, they will demolish the structure and charge us XXXX dollars after doing so ).

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation