Wells Fargo Mortgage Complaint

Wells Fargo Mortgage department,

Home equity loan or line of credit Loan servicing, payments, escrow account Pennsylvania

We had a fire at our home ; received the check from the insurance company and it was made out to my name and Wells Fargo. The local branch said we had to sign the check and send it to Property Loss Dept. in Ohio, they also said that we had to furnish them with a pay off quote from the home equity dept. and sign it ; the local branch overnighted the check but we had to wait to send the letter because a payment was due so we had to wait again to submit the info so I had to call home equity again to get a pay off figure, I faxed it to property loss and they told me it takes 2 days to verify a fax! another week I called again and they told me they ca n't honor the verbal quote I need a fax from home equity dept. I 've had numerous phone calls placed and the loan is still not paid. It is - - and the last call was that the fax was forwarded to the dept. that will expedite this but I still do n't have answers as to when this will be paid and when we will receive the rest of our money that they are holding in an account. Can you please help us?