Consumer complaint received 2021-08-06
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I sent the following email to XXXX XXXX, CEO/President of Wells Fargo Bank, XXXX XXXX, XXXX XXXX & XXXX XXXX, all from the Executive Office on XX/XX/XXXX. 

I would like to file a complaint against Wells Fargo Bank & its representative, XXXX XXXX & requesting a refund of {$660.00} for an appraisal I should not have had to pay due to XXXX XXXX actions XXXX XXXX XXXXXXXX XXXX XXXX XXXX ID XXXX Wells Fargo Home Mortgage XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX Tel XXXX Ext. XXXX XXXX XXXX acted in bad faith and lied to me which resulted in me paying {$660.00} for an appraisal. 
Background : - I bought my house in the spring/summer of XXXX financed by Wells Fargo. In XX/XX/XXXX, I was offered 3 % fixed 30 years, closing cost {$2400.00} XXXX points by better.com. I went ahead with this offer, after paying {$570.00} for an appraisal. 
XXXX XXXX assured me that Wells Fargo can match this offer so I transferred my application to Wells Fargo in good faith. Wells Fargo would not accept another companys appraisal and charged me {$660.00} for their own appraisal. XXXX, the appraiser, claimed to have Covid-19 & was trying to make an appointment with me to come to my house for photographs. I turned XXXX down & had to take my own pictures, & was promised a reduced fee by XXXX. 
All the refinance documents were sent to me via the Wells Fargo portal, mostly with higher percentage rates & not the promised match. When confronted, XXXX XXXX assured me that the rate would be better toward the end of this refinance & thats what he said about every document that had different information on it. All the documents on the portal had been removed. 
XXXX XXXX & XXXX XXXX were asking me for documents that were non existent & unreasonably requested that I obtain from the court. They even asked me for a non existent bank statement because the month for the asked statement was not ended yet, so the statement was not even generated by my bank. 
Once the appraisal fee was received by Wells Fargo, I was unable to reach XXXX XXXX on the phone. I tried calling XXXX XXXX supervior and boss, XXXX XXXX at XXXX extension XXXX & XXXX? at XXXX and left voice mails to no avail. 
XXXX XXXX lied to me & told me that XXXX, the appraiser works for another company outside of Wells Fargo. A Wells Fargo customer representative confirmed that XXXX is an employee of Wells Fargo. XXXX XXXX went as far as telling me that XXXX does not have a phone number and that if I was promised a refund, it will be processed in 2-3 weeks. It became clear to me, XXXX XXXX did not want me to be in touch with XXXX because Wells Fargo has no intention of refunding any amount. 
XXXX XXXX strung me along throughout this whole process for months until I received a document on the portal that this application has expired, and again, when asked, XXXX XXXX said to ignore it. On the same day, XX/XX/XXXX, I was told that this refinance has been denied. 
I have my current Wells Fargo mortgage for almost 4 years, never a day late or missed payments, even throughout the pandemic. My credit score is at least XXXX, my current situation is exactly the same when I first applied for a loan from Wells Fargo and they turned my application that was promised by XXXX XXXX that Wells Fargo will match, DOWN. 
I have all email correspondence with XXXX XXXX, if needed to be forwarded. Unfortunately the official letters that was sent via Wells Fargo portal had been taken down by Wells Fargo to protect themselves. 

A day later I got a call from XXXX XXXX asking me for more information, etc ... He agreed while on the phone with me that since my financial situation has not changed a bit since my first loan went through with Wells Fargo, I have excellent credit score & I have never missed a single mortgage payment throughout this period & on the whole an excellent history with Wells Fargo, he told me that he is going to do some investigation & get back to me on XX/XX/XXXX. 

I got a call from him yesterday telling me that the appraiser was not XXXX, it was another name ... seriously THAT was not even the case at all. And that since I couldn't get the required document from the court, my refinance situation was denied. 
In all seriousness, I can't get the document from the court even if I tried. During this pandemic, the court functions at a limited hour & cases, I know for a fact that social security office is opened by appointments only. Also, this document is definitely not for the court to issue, it had to be agreed upon before divorce finalization. This whole situation is totally absurd. I then asked him why XXXX XXXX assured me that Wells Fargo can match my then application & that he went ahead with the appraisal that cost me {$660.00}, he had no response.

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