Consumer complaint received 2025-10-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I am treating this as a separate complaint from my previous one involving Wells Fargo, as it involves a new instance of deception and dishonesty on the part of this company. 

I have another ongoing complaint ( CFPB XXXX ) against Wells Fargo XXXX XXXX deliberately issued an escrow balance refund check in the name of my deceased father, when they had already acknowledged me as successor in interest on the mortgage loan on my property which was originally issued in the name of my father. 

This complaint is not to address that same issue, but to address the deception, dishonesty and prevarication on the part of Wells Fargo Mortgage since I filed that complaint. 

After filing my other complaint against Wells Fargo, I was contacted by a member of the Wells Fargo complaint resolution team named XXXX XXXX on XX/XX/XXXX. He assured me that he would see to it that the check would be reissued in my name as soon as possible and that I could reach him at any time at XXXX. 

In the meantime, since filing my last CFPB complaint, I have been calling Wells Fargo Mortgage numerous times to ask them about the status of my check reissuance. I was assured by Wells Fargo Mortgage customer service that the request and supporting documents sent in XXXX had been received, and that a check had already been issued and mailed, and that I should allow up to XXXX business days to receive it. 

Now during this time, Wells Fargo Mortgage sent me a {$190.00} check with no explanation or accompanying document to explain what it was for, and I told Wells Fargo Mortgage customer service that this was not the check I was expecting and the amount of the check I was expecting was upwards of XXXX. They assured me that a check in the original amount had been approved and had been reissued and that I should be receiving it any time in the mail. They told me to allow for XXXX business days after XX/XX/XXXX to allow for it to be reissued. I put these calls on speakerphone and members of my family, namely my mother and brother, were witnesses to what Wells Fargo customer service told me. 

Weeks passed and I still did not receive the check. I have been calling XXXX XXXX repeatedly and he does not answer. I kept calling Wells Fargo Home Mortgage customer service repeatedly to ask about the status of my check reissuance, making it clear that it was the XXXX check I was calling about, and I was repeatedly reassured that the check was on its way. 

Today, I called again and Wells Fargo Home Mortgage told me a different story. They told me that actually, they had wired the XXXX to the unclaimed property department of the original loan holder 's state XXXX XXXX in XX/XX/XXXX, and that I should go seeking my money there. They did not tell me which state XXXX XXXX, and repeated searches under my deceased father 's name and my own name are not turning up any records of unclaimed property in the amount of the check or any money from Wells Fargo. 

I am absolutely incensed at this continued deception on the part of Wells Fargo. Neither XXXX XXXX nor Wells Fargo Customer Service have come forward about to which state XXXX XXXX the money was sent, when they could have done this weeks ago. 

Even when they do finally come forward as to which state XXXX XXXX the money was sent ( if indeed this is even true ), it should not be my responsibility to seek it from a third party and to go through the trouble of securing it. Wells Fargo acknowledged me as successor in interest on the XXXX well before the loan was paid off, and therefore the check should have been remitted to me in my name in the first place.

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