Consumer complaint received 2020-10-03
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Once again, Wells Fargo has decided to avoid addressing the issues I raised and either lie or add fluff to the responses they provide. They have also master the art of adding irrelevant information just to act like they have resolved something.

I will now have to go back to basics and ask that Wells Fargo address the issues.

Issue 1 - I took that advice and I was led to believe that once the original loan was paid off, I would be refunded the mortgage that came out on XXXX XXXX because it would have been an overage. 

Instead, I received a check for the remainder escrow when I was led to believe there would not an escrow overage or that it would be applied to the settling the previous loan. When I asked Wells Fargo for a simple breakdown of the monies due back to me, they sent me a confusing letter with information that didnt answer my questions. I called Wells Fargo again for an explanation and the representative acknowledged that the information I received was confusing but I he tried to verbally explain the check I received. It took a couple of tries but I walked away believing that the escrow check included the overage from the mortgage payment. 

Ms. XXXX did not address the overage that I was told by Wells Fargo would have happened as a result of making the mortgage payment on XXXX XXXX. I was lead to believe that this overage would occur once the original loan was completely paid off and that XXXX XXXX payment would have been extra. If this was not to be the case, Wells Fargo did not clarify. 
Please tell me where in any of the three responses does Well Fargo mention this overage. I have attached the email from XXXX XXXX in previous complaints but Wells Fargo has refused to acknowledge it. Here is what he said on XXXX XX/XX/XXXX : Just wanted to try write out what we were discussing. If you make a payment tonight or tomorrow that payment may process and appear on the XXXX. If so, I can pull a new payoff and have the numbers updated. This would result in your loan amount going down. If the payment does not process until after signing then you would end up receiving a refund for overpayment. 

I spoke with my manager and she did confirm that late charges are assessed on the XXXX and we are not scheduled to disburse until the XXXX. 

If the payment was made on the XXXX as scheduled you would receive a refund for the overpayment because we would not be able to rework numbers prior to closing in this scenario. 

Please let me know if this clears it up and how you intend on proceeding so I can work this correctly for. 

Issue 2 - I do not know what she means by completed and boarded since that is not terminology I would use. I did learn from a Wells Fargo representative that there was a delay in paying off the old loan which caused me to accrue more interest on the old mortgage loan. That may have lead to all the numbers they originally calculated to become invalid. Ms. XXXX needs to supply a response to that situation. 

I believe the answer to this is related to XXXX XXXX email. Why didnt I get the refund for the overpayment as he said? Once again, he said : If the payment was made on the XXXX as scheduled you would receive a refund for the overpayment because we would not be able to rework numbers prior to closing in this scenario. 

To keep adding the escrow payment in the same discussion as this seems to be a deliberate attempt to avoid answering the question. 


Now to address Ms. XXXX responses. 

Response 1- I am not sure why Ms. XXXX XXXX her time telling me about Wells Fargos PR attempt to clean up the mess that the CEO made but it was not relevant to my complaint. With Wells Fargo long history of bad behavior, I do not see the value in what Ms. XXXX stated. 

Response 2 - Ms. XXXX totally swung and missed on this one. I believe she may have been responding to my email to the Board of Directors about a  XXXX XXXX story that enlightened me on more bad behavior from Wells Fargo. Based on what I read about a XXXX lawsuit on how Wells Fargo mistreated XXXX and XXXX borrowers, I began to question if those practices were still in play. I did question if the fees AND interest rate I was offered were the same as someone of a different race with similar financial numbers. I do know that I dealt with two mortgage consultants in the beginning and received a lower interest from the second one. 

Response 3 - In paragraph 2, MsXXXX XXXX claims that XXXX called me on XX/XX/XXXX and XX/XX/XXXX and left messages. Either XXXX lied or she called the wrong number. I checked my XXXX XXXX call log and there are no incoming calls from Wells Fargo. In fact, XXXX said : We wanted to speak with you directly but were unable to connect with you at the phone number XXXX XXXX ) provided to us. That does not suggest that she left a message. And why has she been the only one who has been unable to reach me? If XXXX was calling to give me an update on her anemic investigation, it was probably best that she did not connect. 

I have no clue what Ms. XXXX was saying in the last paragraph. What I was requesting in writing was an answer on why I was required to submit the VA form one minute and told disregard the next minute. I was trying to avoid a problem down the road if the VA did need the form on file. If I remember correctly, it wasnt just demographic information that the form asked for. Instead of providing an answer in writing, I got a phone call with an explanation from the same woman who I told I wanted a written response. She apparently spoke to the people who should have contacted me and she relayed what they said. I also address the mess with XXXX above. 

Response XXXX - I addressed the payoff question above but it seems like Ms. XXXX just repeated something I learned from another Wells Fargo employee regarding the cutoff time. I am not sure what useful she was trying to convey but she went back to talking about my frustration in setting up my automatic payments when that was resolved before I filed the first complaint. When I was advised to wait, I waited! 

Response 6 - Another waste of time response. Once again, Ms. XXXX refused to address the email that XXXX XXXX wrote and wants to focus on the escrow. It now seems deliberate that Wells Fargo ignores this. Are you hiding something? 

Response 7- Yet another waste of time. Wells Fargos poor customer service started way before I my original loan was sold to you. I am not sure why you are using me as a case study to fix years of bad and potentially XXXX behavior but please stop!

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