Consumer complaint received 2024-08-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: WELLS FARGO & COMPANY
State: MO

Complaint narrative:
Allow me to begin by stating that my husband and I have been loyal customers of Wells Fargo for a number of years. For XXXX years, all accounts serviced by them have been jointly owned by me and my husband. 
My husband passed away XXXX years ago. Until recently, I had not notified Wells Fargo of his death. 
On or about XX/XX/year>, I received XXXX letters from Wells Fargo both addressed to my husband. The letters explained that a recent review of accounts indicated that a service/product had been added to our mortgage account without authorization ( XXXX XXXX and XXXX XXXX ). Additionally, each letter referenced a different tracking number. 
On or about XX/XX/year>, I contacted, by phone, Wells Fargo XXXX XXXX. I explained that I had received XXXX letters and questioned why the letters were addressed only to my husband when our account was and had always been jointly owned. I further explained that my husband was now deceased. The representative asked for my name and questioned if I was authorized to act on my husbands ' behalf. I stated yes and provided my full name. She proceeded to explain that a check would be issued as compensation for the unauthorized addition of the products. She went on to state the amount to be compensated as related to each tracking number and that the checks would be received in approximately XXXX days. 
On or about XX/XX/year>, I received a XXXX letter from Wells Fargo. This letter was also addressed to my husband, also referenced a product/service that was added without authorization, and also referenced a different tracking number. That same day, I contacted Wells Fargo. I explained that my husband was deceased and stated that this product was unknowingly added to our account. The representative asked my name and I provided the information. She stated that a check would be issued in approximately XXXX days and she stated the amount of the check. 
Sometime in early XXXX, I received XXXX letters, each included a check pertaining to the initial XXXX letters I received XX/XX/year>. The checks issued in the amount of {$270.00} and {$410.00}, were both made payable only to my husband. 
About a week later, perhaps XXXX, I received a XXXX letter and a third check which referenced the letter previously received on or about XX/XX/XXXX. The check was issued for {$15.00}, a significantly smaller amount than the first XXXX. Additionally and more importantly, the check was issued to me. 
As I had recently removed my husband 's name from a joint banking account, the bank would not accept the checks made payable to him. I contacted Wells Fargo on XX/XX/year> and asked that the checks be reissued and made payable to me. 
I received an email from XXXX XXXX which included a form to be submitted in addition to supporting documentation to reissue checks. That same day, I submitted the completed form. Additionally, I uploaded a copy of the state-issued death certificate, a copy of my marriage license, and my drivers license. I received confirmation of the submission. On XX/XX/XXXX I received an email stating " Incomplete supporting documents ''. No other explanation was included in the email. Once again, I contacted XXXX XXXX. The representative stated that I would need to provide a copy of a will or a small estate affidavit. 
I asked the representative to explain the need to have either of these documents to support the re-issuance of the checks. I cited the information for supporting documentation provided in the email under the heading " Reissue to new payee ( for example, spouse, heir, next of kin ) ''. The acceptable documentation listed -- " copy of death certificate and any official documentation that validates the new payee name for the check ( for example, a small estate affidavit in accordance with state law ) ''. 
I attempted to explain that the documents I submitted in addition to the death certificate, were both state-issued, legal documents which validated my name. I further explained that the email did not state that a small estate affidavit was required, only given as an example. 
When I explained about the third check being issued to me and not my deceased husband, I was told it was because the amount of the check being so small ( {$15.00} ), they did not require additional documents. 
I have spoken with the XXXX department several times. They have stated that the checks would not be reissued to me without the affidavit. The court and legal cost to get such a document would be as much, if not more, than the value of the XXXX checks. Aside from that, the emailed instructions were not clear in stating that a small estate affidavit was required supporting documentation. Furthermore, I informed the XXXX XXXX representative in my initial conversations that my husband was deceased.

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