Consumer complaint received 2018-09-05
Company: WELLS FARGO & COMPANY
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was going through a refinance with XXXX XXXX  ( XXXX ). I was nearing the end when XXXX ordered a supplemental credit inquiry to be done on XX/XX/18. The supplemental credit inquiry is a conference call with the applicant ( as to give permission ) and the current loan provider ( XXXX ) and the XXXX credit rep as to verbally relay my payment history for the past 12 months. That is when I first discovered that Wells Fargo ( WF ) has 30 day payments on my account, which is false. While verbally disputing this over the phone, the XXXX  noted the feedback and the call ended.

On XX/XX/18, XXXX  messaged me to tell me that I have been 30days late multiple times and that this is unacceptable. I would need to get a letter from WF to proceed with the refinance if I believe this is not true. I relayed my disappointment with XXXX, because they ordered the supplemental credit report late, which meant, the timeline for the rep to close out the loan was very close, so they had no choice but to close the loan because WF still had not completed the investigation. Since WFs commitment to complete the investigation was for 10 days, they had to extend it for another 10 days, because the rep did not have what she needed to complete the investigation, so she stated. Which is odd, because I gave her all the proof she needed to compare with their internal records to discover they have allocated my payments wrong after my discharge.

After the end of WFs extended investigation, the rep was able to provide me a letter relaying the outcome of the investigations and confirming vaguely that I was not 30 days late, but XXXX  still would not accept it, although that is what they requested. They stated the letter was too vague. They asked that I request a verification of payment history for the past 12 months, which again, I felt confident that all was well since the issues were highlighted and investigated. I expected my account to be correct.

So, I contacted WF to get this info via the regular customer hotline. To be safe, I asked the rep to tell me how my payments look for the last 12 months and she indicated multiple times of being 30 days late still. After explaining my concern and issue again for the hundredth time, they escalated to the XXXX again to investigate. A new rep assisted me. He expressed his apologies because he went through my case and stated that he would request this 12-month verification personally. I asked him will it be correct, he stated yes. I said before anything is sent out, please review to assure everything was fixed.

XXXX XXXX called me and left a message stating that he received the verification and will drop it in the mail to me, that was XX/XX/XXXX, Im still waiting on my hard copy. I did call the XXXX after 7 days to see if they can send it directly to XXXX and they said yes. So, without me seeing the document and taking XXXX word for it, I thought it would be ok to send direct. Low and behold, XXXX called me back and stated that the verification is still showing 30 day payments and that would not work to open up a new loan. I finally called WFs XXXX line and got a random rep to see if they can fax me over a copy and yes, I see the discrepancies clearly. I have documents verifying these issues, but would like to send after complaint is picked up.

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