Complaint Review: Wells Fargo Home Mortgage

Wells Fargo withdrew two mortgage notes from my checking account in a matter of 1 week. Realizing the error within in two days of the incident, I called them and let them know of the error. They said they would process the refund within in 48 hours. I called every single day for 2 weeks before getting that 48 hour refund only to have to give the same information to the customer service rep each time i.e., account info, routing info, reason for refund, etc.

Each person told me 48 hours then it was the refund was processed only for it to still not be there. In the meantime, I began bouncing checks left and right because the average person (in my case 5 kids, 1 income) can not afford two house notes in month. Continued to pay bills, take care of groceries etc under the assumption in the first week that my mortage company was not going to screw around with something like this. After two weeks, my wife was on the phone everyday with our bank (Sharon, great woman) and having them fax bank statements to them (3 times to be exact) so that they could refund us the nsf fees b/c the error was on their part still no refunds at all. In addition to all the phone calls, my wife sent several emails to them through their website.

Finally I called and asked to be directed to the Financial Department Manager. Was told that was not possible. Was actually hung up on. Finally got the mtg note refunded. So began the fight for several hundred dollars in nsf fees. Spoke with several different CSR's and then was contacted by Cathy Jehue who told my wife to fax her specifically the final bank statements because she would process this faster than the correspondence department. She said to give her one week. Well one week passed, then two, then three, then four still nothing.

Have called and left Ms. Jehue at her personal telephone number of 909-473-6710 which in her message states she will get back to you within 48 hours and have yet to ever hear from her again. This financial nightmare, cost us several hundred dollars, practically $1000.00 and we are still trying to recover from it. They won't call us back, refuse to allow us to speak with any type of management personnel. I am thoroughly disgusted with this company.

Dwayne
Destrehan, Louisiana
U.S.A.