Consumer complaint received 2023-02-22
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am filing this complaint against Wells Fargo Home Mortgage, in regards to their refusal to refinance my mortgage and reimburse me for bonded titles I had to obtain on my own. 
Recently, on XX/XX/XXXX, I called Wells Fargo Home Mortgage and spoke with a XXXX XXXX, in reference to the recent judgement against Wells Fargo for deceptive banking practices, for those who had a mortgage with them between XXXX to the present. The mortgage I had with them falls into this timeframe. 
In XXXX, I had filed a complaint against them for the same reason as stated here, with them claiming no responsibility on their part. Due to the recent ruling against them, and the additional proof of their wrongdoing, that I am submitting in the attached files, I hope to prove their unethical practices were done to me personally. 
I received a reply letter to my XX/XX/XXXX phone call dated XX/XX/XXXX. In the letter they again dismiss any fault on their end. Their XX/XX/XXXX letter contradicts the letter I kept from XX/XX/XXXX. In the letter from nearly a decade ago, Wells Fargo denies they have any application on my part for a streamlined refinance with them, as they were my loan servicer. In addition, they also state I did not include my loan number in my correspondence with them, and they can not research my issues without it. In the self same letter from XX/XX/XXXX, my loan number is clearly stated at the top of that letter. I have included an attached file from XXXX of XXXX when I sold the property in question, clearly showing my account number. 
The most recent letter sent XX/XX/XXXX contradicts the XX/XX/XXXX letter, by stating that I did apply for a refinance after all and then goes on with some reasoning why they didn't approve my application. Deceptively, they state I did not provide documents in a timely manner and time expired. What they are not telling is the documents they required were copies or original titles to my manufactured home, two to be exact, one for each half of the doublewide. These are documents I did not or would not have in my possession unless I owned the home. The lender should have the titles or access to them until I paid the mortgage in full. Wells Fargo could not have this documentation as I came to find out it never existed or was missing. I was stuck with a home I could not sell, refinance, and if I did pay off the mortgage, I would have had no title to the doublewide. There was no reason to deny my streamline mortgage application other than the missing documents they did not have, but they were happy to just leave me with their problem. I had excellent credit at the time, high 700 's to low 800 's, steady employment, never late or missed a payment in the nearly 11 years I had them as my mortgage servicer.

Eventually, I was able to fix the title problems at my own expense by purchasing 2 bonded titles.

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