1. I settled on HELOC 9/1/2015
a. Was told prior to and during closing, that I would have checks in 3-4 days.
2. 9/14/2015 – still no checks –
a. I called Wells Fargo Customer Service and let them know I had no checks and thus still couldn’t use my HELOC to pay off accounts.
b. I requested a wire transfer to my BOA AmExp Card
c. (at this point I WOULD NOT HAVE REQUESTED A CHECK TO BE MAILED – THIS WOULD MEAN PAYING DUAL INTEREST ON NOT ONLY MY HELOC BUT ALSO MY BOA AMEX CARD UNTIL IT CASHED) – NOT LOGICAL
d. I was told this would take effect in 24-48 hours
e. I gave my BOA AmExp account number.
3. 9/16 – No transfer to BOA took place
4. 9/16 – I received a call from the fraud/security department, Lisa Martin, wanting to verify that I did in fact request this transfer from my HELOC.
a. I was asked MANY very personal questions to verify myself – to include ‘Where does my Daughter live’ – which I find to be totally out of line and context.
b. I was then AGAIN told this transfer would take effect within 24-48 hours.
5. 9/21 – STILL no transfer to my BOA
a. Called back in to Micheal Isom – 540-562-9203 who stated he would need to open an incident and get back to me in 2 days.
b. He could not tell if a check was sent or a transfer was done.
c. I asked to speak to a manager – Melissa Taylor in executive offices was extremely rude and strong armed me, she did not help stop the promises of something being done to recify the situation – she would not let me talk to anyone higher than here.
6. 9/23 – received a call from Justin Snider conducting a survey for my HELOC service – a few minutes into the call he disconnected me and did not call back.
7. 9/24 – I called back in to a Jennifer Thomas who said she could see in my account that this $12,000 was paid via check. AGAIN I WOULD HAVE NEVER AUTHORIZED A CHECK. She then stated she would look into this and call me back the next day
a. She didn’t call back
b. If she could see it was a check, why couldn’t Micheal Isom?
8. 9/28 – Jennifer Thomas called back and stated that the funds were mailed to AMERICAN EXPRESS in Florida – NOT BOA AMEXP
a. I have no idea how this address in Fla was determined.
b. I gave my credit card number – NO ADDRESS as I assumed this was being wire transferred as requested.
c. Jennfer stated she would work this to resolution and call back
d. I requested a stop payment – AGAIN WAS TOLD THIS WOULD BE 24-48 HOURS
e. AGAIN WAS TOLD SHE WOULD CALL BACK THE NEXT DAY
f. She even gave me her direct number and said to feel free, if she didn’t answer, leave a message and she would call back – I HAVE LEFT 3 MESSAGES
9. I called Micheal Isom and left message – no return call
10. I have not heard from Jennifer Thomas since
11. 9/30 – I called back in and was told Rachel in Executive Offices was assigned my issue on 9/21!!!!!!!!!
a. Was transferred to Rachel who had NO idea what a status was.
b. She DID NOT KNOW that the check was mailed to American Express vice BOA until speaking to me
c. I asked why she hadn’t contacted me since she was assigned this 10 days ago
d. She said she didn’t have my phone number
e. NOW WELLS FARGO…..YOU HAVE MY 1ST MORTGAGE, NOW MY HELOC – why the heck can you not look up ALLLLLL the information on me and contact me in a reasonable time frame.
f. She could not tell me if a stop payment was issued
g. She refused to let me talk to a manager
h. She finally went to get a manager and I was told there wasn’t one available.
i. I let her know I would hold until one was available.
j. She indicated she couldn’t do that because there were other customers to deal with
k. And HUNG UP ON ME
12. 9/30 – I called back and got Endera Thomas in Executive Offices
a. She told me I just had to wait and they now had a date of Oct. 5th to call me back!
b. They could take what ever time they needed to resolve this
13. 10/1 – I called WellFargo Mortgage and spoke with a Mortgage manager and advised them I would be re-financing my 1st and leaving WellsFargo
a. She gave me a complaint address to mail in my issue
b. P.O. 10335 DE Moines Iowa 50306
14. TO DATE – NO ONE CAN TELL ME IF A STOP PAYMENT HAS BEEN ISSUED ON THIS CHECK.



A. I AM NOW PAYING INTEREST ON BOTH MY HELOC AND BOA AMEX.
B. I HAVE AN INVOICE FOR MONTHLY PAYMENT ON $12K HELOC THAT NO ONE CAN TELL ME WHERE THE MONEY IS!!!!
C. I HAVE TO MAKE A PAYMENT ON $12K AND NO ONE CAN TELL ME IF STOP PAYMENT WAS ISSUED
D. THERE IS NOT ONE CUSTOMER WHO WOULD PUT UP WITH THIS

I find it perplexing that a bank as large as Wells Fargo cannot tell a customer after weeks of inquiry, If a check was cut, where this check went, if this check was cashed, issue a timely stop payment, verify if stop payment was executed.

Not one person has taken responsibility or ownership on this debacle.
I want to notify you that in addition to closing these mortgage accounts I am filing complaints with BBB, FFIEC and CFPB.

There is NO timely response, there is 100% no commitment to follow thru as promised, there is absolutely no understanding of the hours and hours I have spent dealing with one incompetent person after another. The expectation that a customer HAS to put up with this is disgusting.

I would like this transaction cancelled and full funds put back into my HELOC account today.