Consumer complaint received 2020-12-22
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
In several of my complaints to CFPB about Wells Fargo, I have made reference to XXXX lawsuit where Wells Fargo was accused of charging higher rates and fees to XXXX and XXXX borrowers. Here are some of the responses your employees have offered in response : We're committed to equal and fair treatment of all our customers. We originate loans and service our accounts in accordance with all account documents and standard servicing practices. We also follow all applicable fair lending laws and regulations. These prohibit discrimination on many prohibited bases ; including race, color, religion, national origin, gender or gender identity, marital status, familial status, XXXX orientation, age, disability, or receipt of public assistance income. 

We have provided feedback about your experience and regret we have not provided the service you expected. We found no evidence of discrimination. 

In your inquiry, you stated that you spoke with a home mortgage consultant ( HMC ), and were provided one interest rate, then you spoke with another HMC on XX/XX/XXXX, and were provided a lower rate. Please know that rates, terms, and fees are subject to change without notice and we take strides to ensure our customers receive the most competitive interest rates and fees when creating their account. Interest rate and origination fees can vary from customer to customer due to many factors including credit scores, loan-to-value ratio ( LTV ), debt-to- income ratio ( DTI ), and any other items impacting the overall credit profile of the loan. Rates can also fluctuate on a given day, depending upon current market conditions. In order to research this further, we need more information, such as the other application number to reference the considerations made for the interest rate offered. Please utilize the information in the Going forward section of this letter in order to provide any additional information you have available. 

Thank you for speaking with me about your concerns with prior responses and your experience with Wells Fargo. I appreciate the opportunity to help you, we`ve reviewed these matters and are providing you with details about our research. We have previously provided responses to your concerns and regret you had to contact us again. We have provided feedback about your experience and regret we have not provided the service you expected. We found no evidence of discrimination. 

Despite your claims suggesting that you arent crooks or have not done anything wrong, these stories still come up : https : XXXX XXXX developer XXXX XXXX has filed a class-action lawsuit against Wells Fargo accusing the bank of XXXX discrimination when it prevented him from depositing a {$3.00} XXXX check at a branch in XXXX. 

In XXXX, Wells Fargo has faced allegations of racism and discrimination before. The bank agreed to pay the city {$7.00} XXXX in XXXX to resolve a federal lawsuit alleging Wells Fargo 's lending practices led to a glut of foreclosed homes. The agreement was announced as Wells Fargo agreed to a {$170.00} XXXX settlement with the U.S. Department of Justice to resolve allegations that it discriminated against XXXX and XXXX mortgage borrowers from XXXX through XXXX. 

https : XXXX Ms. XXXX lawyer XXXX XXXX XXXX , said her client had not used profanity. Wells Fargo is in possession of the video surveillance showing exactly what happened in the branch that morning, he said. The video will not support XXXX XXXX lies. 

A banker did a corporate records search and found Mr. XXXX other business, a record label. Mr. XXXX tried to direct the employee to the records for his law firm instead. 

Eventually, the branch manager got involved. He sat down across from Mr. XXXX and watched him enter information, including his Social Security number, into a keypad. 

Then, the man uttered the XXXX-word. 

He just said it clear as day, no mistake, Mr. XXXX said. My jaw just dropped, I dropped the pen, there was silence, he kind of looked at me, I said : Did you really just say that? 

Mr. XXXX said the man had immediately begun to protest, saying that he had not meant to use the word, and that he was deeply sorry. Mr. XXXX did not buy it. He got up and left. The manager followed him to his car, apologizing profusely, and resigned from the bank shortly afterward. 

I felt like I had a knife in my gut, Mr. XXXX said. Its a sickening word. 

Mr. XXXX turned to Mr. XXXX, who wrote to Wells Fargo seeking an apology. The banks regional president, XXXX XXXX, responded. It seems that the utterance of the offensive term was unintentional, Mr. XXXX wrote, but said the bank had taken corrective action against the branch manager anyway, without providing details. Ms. XXXX of Wells Fargo said the manager was deemed ineligible for any job with the bank. 

Mr. XXXX sued Wells Fargo in federal court in Florida on XX/XX/XXXX. 

These stories were posted over the last six months. That is the same time period where I had issues with Wells Fargo. Are you going to insist that Wells Fargo does not engage in discriminatory behavior and tell me I have to provide you with evidence that you do, or are you going to change course like XXXX XXXX did when she decided to finally acknowledge the XXXX XXXX email I attached multiple times to my CFPB complaints?

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