Consumer complaint received 2021-06-10
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In brief : I. Background Summary : I am a long time customer of Wells Fargo Mortgage with excellent payment record on multiple mortgages ; Credit Score of XXXX, and Home Value that is over 100 % over what is left of my existing mortgage. 

I am : - XXXX - XXXX - Over XXXX XXXX XXXX, and - My home is in XXXX, MD XXXX. Summary/Concerns Over Refinancing Discriminatory Practices by Wells Fargo Mortgage : By date below XX/XX/2021 : - After receiving a " refinance pre-qualified offer by XXXX XXXX '' that would lower my monthly payments by several hundred dollars, I reached out to my long term mortgage bank, Wells Fargo ( " WF '' ) Mortgage, to see if the would match the offer. 
- Called the WF Mortgage number given in my online WF account and spoke with one of their Wells Fargo Mortgage Consultant. 
- She then told me that Wells Fargo matches competitors, and proceeded to ask me several pre-qualification questions. After answering her questions, she then asked me to send her a copy of the XXXX letter, copy of credit score, and anything on the current value of my home - which I did right after our call on XX/XX/2021. 

XX/XX/2021 : - Never heard anything back from the WF Mortgage Consultant after sending her the requested information, so I followed up with her on Friday, XX/XX/2021, and I get the following response XXXXXXXX XXXX - " Everything has been uploaded. I am waiting for review. '' - THIS WAS A LIE, THERE WAS NOTHING UNDER REVIEW, as presented below A few minutes after the first email above, then I get a second email which I did not even see until a week later because I read her first email and assumed they had a lot of refinance applications. 

XXXX XXXX XXXX  " ... need to file an application ... I can send you a link '' XX/XX/2021 : - The Wells Fargo Mortgage Consultant and her Supervisor via email confirmed to me that consultant 's statement to me that " Everything had been uploaded and it was under a review '' was a mistake - TRUTH is that it was a lie - There was nothing under review - If I needed to file an application for my request to be under review, WHY did the Wells Fargo Mortgage Consultant not respond to my email submission of her requested materials on the same day of our initial call with a link to file the needed application in order for my request to be truly under review : a. Copy of the " XXXX Pre-Qualified '' Mortgage Refinancing Letter, b. Copy of my XXXX XXXX XXXX XXXX Credit Score Report, c. Home Range Value from XXXX that shows home value is in excess of 100 % of what is left of my Wells Fargo Mortgage. 

IMPORTANT for other Wells Fargo Mortgage Refinance Applicants : If this flat out lie of telling me that my request for refinance price match was under review, and lack of response to my submitted EXCELLENT credit score and Home Value documentation, then my fear is what may be happening to other Wells Fargo Refinance Applicants nationwide with lesser credit scores ; who are not long time customers of Wells Fargo Mortgage, or as strong as a financial profile as myself. 

This is not acceptable in any industry, but least of all in the financial industry, and by a bank that has already been reprimanded several times for similar practices in the past.

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