Consumer complaint received 2021-05-28
Company: WELLS FARGO & COMPANY
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This is a second complaint being submitted through the CFPB, in which the first one was not resolved. The original complaint number was : XXXX. 

The reason I am opening up a second complaint, is because Wells Fargo and their associates are lying and clearly trying to wash their hands. Lets start with the basics, without even having to get into the details. In their previous response to my claim, they mentioned that the reason they could not close the escrow was due to me specifying on my application that I had Pension income, rather than Alimony. Funny enough, I never specified I had pension income, but rather alimony as XXXX the loan officer was fully aware that I was going through a divorce and my realtor was even witness. The second super important part to note, is that I DID NOT APPLY ON MY OWN. XXXX, the loan officer at Wells Fargo, is the one who did the application for me over the phone, in which I also asked for a translator, and he denied me due to assuming that it would be simple since I can speak a little bit of English. 

As you can see above, without even going through the rest of the details, XXXX and the Wells Fargo associates are lying and stating that I took my own application, in which I did not, and they denied me a translator because they assumed I would understand it all. This is discrimination especially when taking an application for credit that pertains to my personal info. Funny enough, our call for the application went smooth, and we successfully completed it, and I never once mentioned I received pension. Pension and alimony dont even sound the same, they are completely different words. On top of that, there was a day where my realtor and I had to go into the branch to have XXXX scan and take copy of my documents needed for the file, and he even took my payment for my apprsaisal. Not once did XXXX ever mention pension to me nor my realtor. We had several conversations in person and on the phone, and pension was NEVER mentioned. My realtor keeps a close relationship with all lenders in which he would stay in frequent contact with XXXX, and he also mentioned that XXXX never once mentioned a pension. When we went into the branch, the only conversation we had was in regards to my divorce, as it had not been fully settled, and we kept asking for reassurance to make sure it wouldnt sacrifice the deal. XXXX assured us that it would not cause any issues, and in the end, the deal fell apart 3 days before the close of escrow due to the divorce not being settled. So for Wells Fargo to say that pension is the reason this did not work is a false lie. We beg that you find a way to find the calls of when we took the application if they recorded it, so you can hear it for yourself. 

This caused me to lose {$1200.00} in appraisal, and inspection costs, not to mention the 35+ days we wasted in contract, and now not being able to purchase another home. At the very least, we want wells fargo to reimburse me for my {$1200.00}, but I believe I can even sue them for other damages. Please help me CFPB, this is very important to me and my family. They are clearly lying and stating false accusations when they are the ones that took my application, they couldve put anything without me knowing what they were really applying with. 

ORIGINAL CLAIM XXXX DETAILS : I have applied for a credit mortgage at Wells Fargo. I received my approval letter for {$250000.00} in XX/XX/2020. So far so good ; however, the mortgage counselor asked me for more documents, so I brought everything I had and informed him about my divorce proceedings and specifically, that I do not have a divorce agreement already signed by the court. A couple of months later, the first week of XXXX, I signed a contract to buy a house. I had a meeting with Mr. XXXX XXXX ( Wells Fargo mortgage consultant ) where I asked him if nothing could interfere or block the purchase process, he assured me that nothing could hold up this process. I paid {$350.00} for the home inspection, {$120.00} for the pest inspection, and {$510.00} for the appraisal deposit. What was my surprise when Wells Fargo delayed my mortgage approval, consequently, the seller dropped the contract. In conclusion, I was unable to purchase the home because a court signed divorce agreement was a requirement to complete the mortgage process. Wells Fargo just told me, sorry I don't know what requirement would be unresolvable until the last part of the process. And I wonder what happens to my money, who can pay me back? How can a bank of that level have such a degree of inefficiency, are customers important to Well Fargo, does Wells Fargo take care of customers ' finances, obviously not. I have all the correspondence with XXXX XXXX as proof that I am being honest.

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