Consumer complaint received 2022-02-27
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I complained about Wells Fargo and they responded, but they did not provide a response to the issue I complained about so I am refining this complaint. I do not accept that it is closed at this time so I am refiling. 
In sum : I decided to recast after considering recast vs. refinancing options. I sent $ XXXX  to Wells Fargo ( wired from my bank to them ) in early XXXX with a deadline of XX/XX/XXXX to complete the process ( including paperwork ) in order for recast and new monthly payment of principal and interest to take effect on XX/XX/XXXX. I was told XXXX XXXX would send me paperwork by mail ( it never arrived ), then a week later she sent a link to a portal that didn't work. I immediately let her know and never heard back. In the meantime I received a survey and gave Wells Fargo a XXXX for customer service and expressed my disappointment. 
A woman named XXXX XXXX said she would get someone to help me. 
A man named XXXX XXXX called and I called him back and he said he was busy with meetings but took my call. I let him know I hadn't received the paperwork but that my USPS account showed mail coming from Wells Fargo that day and I would let him know if it was the paperwork I had been waiting two weeks for. The mail came, it wasn't the paperwork needed for the recast ( just another form letter telling me what a recast was which I already received twice before ) so I called him and he told me he was busy with meetings. I hung up and let XXXX XXXX know that XXXX was of little help. She put me in touch with XXXX XXXX XXXX who was also of little help. I then called Wells Fargo for two days straight to beg anyone in their Home Mortgage department to get me the paperwork I needed so I could fill it out. I finally got someone competent on the phone ( most people were rude and had no idea what a recast was ). The paperwork was emailed to me and I called my local branch to let them know I would come in and sign it since XXXX XXXX XXXX told me it had to be notarized as well. I went in, signed the paperwork, it was notarized and I assume sent to Wells Fargo ( who at Wells Fargo, I have no idea ). To date, I have yet to receive a fully executed copy of the recast paperwork along with formal confirmation of it being received and that the recast is good and new loan payment will be reflected beginning on XX/XX/XXXX. It is Sunday, XX/XX/XXXX and tomorrow is Monday, XX/XX/XXXX the deadline for the paperwork. A woman named XXXX  XXXX told me informally by email that the paperwork was received and my new payment would be lower starting XX/XX/XXXX. I once again begged and pleaded with XXXX, XXXX XXXX ( who works under XXXX  and was assigned my complaint ) and others to please send me formal confirmation of the recast and nobody has responded to me at all. 
As a Wells Fargo customer in good standing ( I've never defaulted on my mortgage and my credit score is 800+ ) I am disgusted to be treated so poorly by financial institution. They have done the bare minimum, they made me so everything every step of the way. They made a lot of front-loaded interest off my loan already and they treated me abominably. They have a horrible reputation which is well deserved. I am a minority woman who works very hard and I saved $ XXXX. By recasting, Wells Fargo makes less interest over the life of the loan -- a recast helps my bottom line but not theirs so I suspect they treated me so poorly because it's not in their financial interest to follow laws and allow consumers to recast in a timely manner. I want this bank held 100 % accountable -- they should not get a pass and this case isn't closed because they provided a lame response. Unfortunately, I do have to hire an attorney and pursue them legally -- I don't want to do business with a criminally indicted bank and the way they behaved throughout this recast process shows they will continue to abuse consumers and behave in a manner that reflects a mentality of greed and negligence instead of working with customers in a responsible and respectful manner. They provoked me to become extremely upset and they just don't get it that people work hard for their money ( harder than ever these days ).

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