We had a house fire May 2012. Called our insurance company, Wells Fargo THAT afternoon with the details. We hired a contractor and submitted all the nec. paperwork that they requested. We waited a couple of weeks to call and see what the progress was they stated they never got the paperwork. Contractor got tired of waiting and quit. Hired another contractor and submitted all the paperwork again, certified over night. Waited a week. Customer service stated that the IRS was holding up authorization of funds because "they" were verifying the contractors TIN number. It is now late September. For the past two weeks we have been told that a check would be certified over night delivery and they were "so sorry". The check was suppose to arrive yesterday. Myself and my husband called today to be told that "they" could not read the contractors TIN # as the 0 looked like a C and that we would have to resubmit the paperwork. I requested to speak with a manager several times only to be put on hold but the same customer service rep for 5-10 minutes at a time only for her to come back and say "I reviewed you case and there is nothing more we can do for you, a manager will tell you the same thing". When I asked her why we were told we were going to get payment for the past two weeks if the TIN # was wrong she couldn't answer. Nor could she explain that for the past month when myself, my husband AND the contractor called to check status we were told it was being processed and payment would come that week.
Our 4 year old is having a tough time daily seeing the damage due to the fire due to the fact that he was in the house when it happened. The weather is getting colder and with every wind blow the siding falls off our house. We JUST bought this dream house in January. We just want our house fixed!! All our carpets are ruined due to the fact that there is STILL soot blowing around. This company is HEARTLESS and terrible. Like I told the customer service representative, they would be the first one to call if we were 5 minutes late with our mortgage but no one can give us a straight answer or help us out if we need them. I HATE this company.