We had an insurance claim in Aug of the water line to our refrigerator broke back behind the cabinets. Our kitchen is on the second floor of our home. The insurance company had a water removal team out, the inspector was out, and the check was in my hands inside of two weeks. Because the amount of our claim was over $15k, we had to send the check to the Wells Fargo Property Loss Division.
This entire project has been a total nightmare. We sent the check, along with all of the documentation they asked for. After waiting 3 whole weeks with back and forth phone calls trying to get our perfectly capable and estabished contractor approved we finally decided we were just going to be self contracted and be done with the ridiculous loop holes.
They finally after 6 weeks of them changing thier story every time you talked to them, sent us the first 1/3 payment. They will not release the 2nd check till you are at least 50% complete. So in essense, I had to have 50 percent of the work done for 33% of the money. Although I thought this was the MOST ridiculous thing I had ever heard, we dealt with it. We scheduled our 50% completion inspection, they came out, were short and sweet, to the point, and amazing people. Within 1 business day they had absolutely everything sent back to Wells Fargo. I sent Wells Fargo 19 pages of reciepts totally well more than the 50% of the cost that they required.
I called Wells Fargo, they said the process should take 1-3 business days to recieve and accept the reciepts. Once the recipts had been accepted, they would order the check. Ordering the check takes ANOTHER 1-2 business days, once they recieve the check, they turn around the same day and send it out.
Well its now been 14 BUSINESS days, they have not approved the reciepts and released the second check. I called them today, and they told me my claim was not the only claim they had and they were working on it. The work in my house has been completely finished now for 3 weeks, and I have really angry contractors, because they have not been paid.
I understand that this is a contracted call center for Wells Fargo, but this is absolutely INSANE. They under no circumstances know what they are doing, they are not truthful, they are rude, and you can not get an actual Wells Fargo employee on the phone.
We are a multi-year mutli-level Wells Fargo customer and will be taking our business elsewhere. I have never in my life been so frustrated with a company that is a SERVICE provider.
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