It has been almost five months since Rosa Irene Duenas sold her home in Vista but she said the sale process had lingered long after a new family moved in.
“As I was reviewing the activity, I noticed there was a transaction made on December 15 for $1,005,” Rosa said.
The transaction was for hazard insurance on the house Rosa had just sold, a payment Rosa said she didn’t remember making so she called the insurance company.
“They asked me if it was my home and I said it was my home, the home that I had just sold so obviously it’s not my home anymore,” Rosa said.
According to Rosa, Wells Fargo, the company that managed her mortgage, charged Rosa to pay the insurance on a home that was no longer hers.
“They admitted that it was their mistake, that they took money from my impound account to pay for somebody else’s insurance policy,” Rosa said.
According to Rosa, getting the money back turned out to not be so easy.
“We’re now two months later and they still have not resolved any issues,” Rosa said.
Rosa said Wells Fargo originally said it would take two weeks to get her money back. Eight weeks later, Rosa said there was no check, no money, and no returned calls.
“They will not give me a date, they will not call me back, they will not take my phone calls, I just feel honestly that I’m at a dead-end,” Rosa said.
Rosa contacted NBC 7 Responds and we contacted Wells Fargo. After weeks of investigating what happened, Wells Fargo was able to get to the root of the problem.
Rosa told NBC 7 Responds it came down to them charging and refunding the wrong Rosa Duenas. Coincidentally, Rosa said the family she sold her home to had the same last name of Duenas and the new homeowners have a daughter named Rosa.
Wells Fargo acknowledged the error and sent Rosa Irene Duenas a check for $1,005.
In a statement to NBC 7 Responds, Wells Fargo spokesperson Alfredo Padilla said, “We have reached out to Ms. Duenas to discuss the situation and are in the process of issuing her a check for $1,005. Regrettably, the premium on the new homeowners’ policy was incorrectly charged to Ms. Duenas. We are correcting that error now.”