Consumer complaint received 2017-10-19 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: WELLS FARGO & COMPANY
State: UT

Complaint narrative:
We recently had a flood in our home on XXXX/XXXX/XXXX. It destroyed over 80 % of our home to where we are not even living there. We worked on the claim with our insurance company, XXXX to get the money to move forward in getting our home back into some sort of sorts so we could move back into it. They were able to cut us 3 different checks on XXXX XXXX. One to us for {$15000.00} for our personal goods for things as our furniture that was ruined, one to the disaster relief company for {$15000.00} and one for almost {$30000.00} to both us and the Wells Fargo Home Mortgage company. That same day ( XXXX/XXXX/XXXX ) we overnighted the check to Wells Fargo Mortgage company per their requirements to get the check signed and cashed and the money turned over to us to finish up the projects so we could at least move back into our house to sleep. They sent to us some paperwork that needed to filled out by any contractors that were assisting us on Friday, XXXX, XXXX. We filled out all the required paperwork telling them that we will be handling most of the repairs on our own as my husband is self employed and has a ton of friends that are able to help us out in getting everything fixed. In the meantime, we took our {$15000.00} and used it for deposits for the drywall to go up, the paint and supplies, case, base and dorrs, and purchased the carpet, pay back some people we borrowed money from until we got this money that we had to use to pay for some people to get started on the work, etc. so that we could get a jump start on getting back to our house in no time. Throughout the week of XXXX XXXX, my husband, XXXX, made several phone calls to see what the next steps were to get the money sent to us. Wells Fargo Home Mortgage had mentioned several times we were missing things in what we overnighted back to them on XXXX XXXX. Things such as a contract from a contractor that we were not even using, forms form the drywall guy ( which were in the packet to begin with that they overlooked ). We also sent copies of all the receipts we had accumulated- which was totaled around {$11000.00} and asked that that money be sent out ASAP so that we can move forward in paying our bills from what we had already poured out in this disaster. On Saturday, XXXX, XXXX, Wells Fargo Home Mortgage sent out a guy to " inspect '' our house. In the paperwork they originally sent us, it never mentioned they will be sending out an inspector until after the work was completed. The guy who came had no idea what he was doing. He mentioned to us, this was the first time he had to come out and do something like this. Do keep in mind, XXXX had already sent over the report to Wells Fargo Home Mortgage the damage that was done in the house and it was very detailed all the way down to the square inch. On Monday, my husband called Wells Fargo Home Mortgage to find out where we were on getting the money sent to us. Every person he spoke to, did not have an answer or they had a different answer each time. Such as, " we are waiting for the report from the inspector '', " we can not cut any money to you at this time until the work is complete ''. We had mentioned to them several times, we can not complete this work without money. We do NOT have that kind of money sitting in our bank and we should not be going bankrupt to fix our house when the insurance company has already paid it out. They also kept telling us, " we understand '' .... and were UNWILLING to LISTEN TO US ....! They DO NOT UNDERSTAND ... .each one of those people working at that office are able to go " home '' after work and then get to sleep in their " own '' beds! We do n't! We get to go to a hotel ... with a dog ... not so fun! Today, XXXX XXXX, XXXX, was the final straw! My husband called them yet again .... to find out that they cut a check out for the balance to the drywall company. The BALANCE!!! after we paid {$3000.00} upfront to them. So where is our {$3000.00}! When we asked about it, they said that they will see about getting that taken care of, maybe by Monday of next week ... ... NOT OKAY! And then when asked about the money owed back from the receipts, they said something about waiting for a report from the dude who came over and did not know what he was doing. We also had to send him another form going over all the damage, again! He did not have a fax machine for us to send it to him- but he would stop by and pick it up. Wells Fargo Home Mortgage had told us again today that the inspector has 5 days to submit the claim. What! The insurance company already told them the damage and showed them the claim that they paid out. We also were able to confirm that Wells Faro Home Mortgage cashed the check that the insurance company issued and they have it sitting in an account collecting interest for their good. That does not seem quite fair either! When we talked to Wells Fargo Mortgage again today, my husband actually asked for a supervisor since not a single person we got could tell you the same thing ... .. the supervisor told us that we signed a paper in our mortgage agreement that stated that any money issued to us and the mortgage company due to property loss must be managed the way they are do so right now. Truth be told, we would have never chosen to go with Wells Fargo Mortgage when we bought our house. The original company had sold to them. So we did not sign a contract with Wells Fargo Mortgage. Something is not right! They are holding our money that we were paid- we pay the insurance company in order to protect ourselves from damage such as this. They are very unwilling to help out out and are also deceptive. We were given different information each time we talked with them- never was it the same. Not sure where they do their customer service training ... but they have a lot to learn. I work XXXX XXXX for a XXXX XXXX  and this kind of XXXX XXXX would have had me fired! We are to the point where we will not be back into our house before the holidays. Who wants to do that?!? My husbands job is very demanding during the holidays and he will have no time to work on the projects to be able to live in our home. We are definitely on a time crunch. I am hoping that you are able to help us out in what we should do next. If we need to hire a lawyer, or if there is something specific we need to do in order to get this expedited, we would greatly appreciate any insight. Thank you!, XXXX & XXXX XXXX

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