Mortgage -- Trouble during payment process -- Complaint #13834459
Complaint Overview
Complaint ID: 13834459
Company: Wells Fargo & Company
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: Massachusetts
ZIP Code: 01960
Date Received: 2025-06-01T12:00:00-05:00
Date Sent to Company: 2025-06-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My father was a Wells Fargo mortgage customer and was enrolled in an optional product called the XXXX XXXX XXXX, which appeared on his mortgage statements. He later entered assisted living and faced significant health and financial hardship, ultimately having to sell his home. No benefits were ever received from this plan, even though its name suggests it was meant to help in such a situation. After his death, I contacted Wells Fargo to request details and documentation about the product, including coverage terms, payments made, and the insurance provider. Their XX/XX/XXXX response stated they could not locate any agreement, policy documents, or even the name of the insurer. They referred to a generic letter from XXXX that did not specifically mention the XXXX XXXX XXXX. This raises serious concerns : my father appears to have been charged for a product that Wells Fargo now can not verify existed or explain. I believe I am entitled to further investigation, documentation, and potentially reimbursement for any fees charged toward a non-performing or misrepresented product.
Frequently Asked Questions
What is Complaint #13834459 about?
Complaint #13834459 was filed against Wells Fargo & Company regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-06-01T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.