Consumer complaint received 2022-11-18
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My fiancee and I have been in the process of buying a home and he applied for a FHA loan through Wells Fargo. We have now had our closing date pushed multiple times as they have not been honest nor upfront about the documentation that they need and are required to have. We have been given multiple emails at the end of the business day requiring certain documentation by the next morning ( less than XXXX hours notice ) and telling us that because we were not providing it to them within this time frame they will be pushing our closing. Some of the documents that they are requesting require special testing to get done which requires scheduling meaning that they know the date will get pushed by giving us such short notice. We have also had multiple issues with getting in touch with the processor XXXX XXXX. She has a habit of emailing at the end of the business day and then not responding to emails or phone calls. She will also call and then hang up when my fiancee answers instead of speaking to him and then will send an email and leave for the day. This is now in the hands of upper management and we have even been told that they knew from the beginning all the documentation that they were going to need from us but the team failed to tell us what they needed in a timely manner and the upper management said he was not sure why they did not inform us prior as to not have so many delays. We have also been told multiple times by multiple people on our loan team that they need no other documentation from us and we are just waiting on approval from the underwriter only for them to come back and say they need more documents and giving us less than 24 hours notice to provide them. This is also causing a domino effect as there are XXXX other deals that keep getting pushed because of the lack of communication from Wells Fargo. We have had to now reschedule the utilities for the property multiple times as well as the XXXX XXXX loan that my fiancee is taking over. We are also having to now pay more for storage as well as internet services ( XXXX as we will be living in the desert and this can not be canceled at this time and it was a 2 week wait for shipment ) that we are not even able to use. We have now asked multiple times for an update only to be given the runaround and one excuse after another. We had a home sale in NJ that closed XXXX XXXX XXXX and have been staying in a XXXX ( prior to selling our home, so for the last 3 months ) with bad utilities and other issues with a XXXX XXXX XXXX as well as being XXXX so we have been eager to get this situation dealt with and have tried on multiple occasions to ask for everything that was needed as to smooth everything over. Our real estate agent as well as the seller 's real estate agent have also done the same and have asked Wells Fargo multiple times why they are waiting last minute to ask for certain items when they knew it was required only for Wells to not be able to provide an answer. We have also been lied to about certain things and were told that certain documentation that is required is brand new and not something they are used to asking for, but after some research we have found out some of these tests and documents have been a requirement for FHA loans since XXXX When we have pointed these things out XXXX XXXX has not been able to provide an answer. XXXX XXXX and XXXX XXXX XXXX are also on our team and have stated that they do not need anything else from us and that they are just waiting on approval from the underwriter, however, now it is in the hands of their manager XXXX XXXX who also has told us they do not need anything else from us and they are just waiting on approval only to ask for more documentation. We have had multiple phone calls as well as emails and have been more than cooperative however, this has gone too far and we are being lied to and it has been one excuse after another. The organization and communication have been horrible. We would love for this to get resolved ASAP and have been asking what we can do but there has not been a proper answer.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation