Consumer complaint received 2017-02-03
Company: WELLS FARGO & COMPANY
State: NY
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
My loan is a cashout refinance. Multiple infractions and procedures were not followed during the process of the loan. Below please find a summary : -Credit score pulled without consent upon initial inquiry in XXXX ; proceeded with consent in XXXX and another hard credit score pull was done -Unauthorized credit pull in XXXX negatively impacted my score and resulted in me having to pay additional points & fees in XXXX for the better rate -Conditions for closing if renovations were done on the property were not disclosed at the time the loan was started ; Loan Estimate was missing final inspection fee further indicating the loan officer was not following protocol for disclosures, fees, etc. related to a potential renovation on the unit -XXXX process was started in XXXX and sent to Wells Fargo then ; Wells Fargo did n't follow up with me as borrower until XXXX close to my rate lock expiration and caused me {$300.00} in fees to expedite the process -Less than 2 weeks before my rate lock expiration, Wells Fargo said I need to have all renovations complete in order to close ; condition was never disclosed to me until then -Loan officer verbally offered to close with a percentage of cashout amount held in escrow and did follow up on pushing forward ; delayed process and caused me to pay {$620.00} for a rate lock extension -I escalated the matter to their compliance department ; said they need 15 days to investigate which was pushed to 30 days costing me a second rate lock extension ( total fees for rate lock at this point {$1200.00} ) -On XXXX XXXX, the loan officer writes an e-mail offering me the same escrow option that he verbally stated back in XXXX but with virtually the entire amount of cashout being held in escrow with an estimated closing date of XXXX XXXX -On XXXX XXXX, I replied to Wells Fargo asking for justification for how they arrived at $ XXXX being held in escrow when I had given them a copy of my renovation work contract which was a total of $ XXXX of which more than 50 % has been paid -No response was received by Wells Fargo until after following up multiple times XXXX On XXXX XXXX, a Closing Disclosure was sent to me showing all cashout would be returned to the borrower. After the the CD was sent, I finally received a response from Wells Fargo not giving an adequate reason for the amount. We had scheduled the closing for that week. On XXXX XXXX in the evening, I received an e-mail from the loan officer indicating my rate lock was once again expiring and I would need to pay another {$620.00} ( total of {$1800.00} ). I called the attorney to prepare for the closing and he informed me that Wells Fargo had pushed the closing date to XXXX XXXX and would n't provide a reason. Wells Fargo had not informed me of the push back. I e-mailed to ask for the reason and once again never received a response. 
-On XXXX XXXX, I once again received a Closing Disclosure - the only change was the additional rate lock extension fee. The full cashout was shown to be disbursed to me as the borrower. The CD was executed and returned by XXXX XXXX, three days prior to closing scheduled for Friday, XXXX XXXX at XXXX. 
XXXX Thursday, XXXX XXXX, I reached out to the closing attorney to ask for a copy of the closing documents to review ahead of time. Upon receipt Thursday afternoon, there was a materially different Closing Disclosure that was only disbursing XXXX {$8000.00} to me at closing and holding $ XXXX in escrow. Additionally, there was an escrow agreement attached that was going to be given to me at closing that also included a clause in which all liability to Wells Fargo is removed and I as borrower am subject to any legal fees and administrative fees associated with the account ( no cap or description of what constitutes fees included ). 
-At closing XXXX XXXX XXXX XXXX, told me my credit score pull expires that day.

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 monetary relief