Consumer complaint received 2021-02-08
Company: WELLS FARGO & COMPANY
State: ID
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is based on an existing UNRESOLVED complaint from 2010 Complaint # XXXX The excessively long duration of delays ( many months ) and no response caused lasting credit damage, stopped other lending options from proceeding, and cost us over {$11000.00} in increased mortgage payments and damaged credit. We have never fully recovered from the losses. 

My concern starts in 2010 with Wells Fargo. Initially, we were working with other banks to refinance our house. We went to the XXXX branch of Wells Fargo and met with XXXX and XXXX. Upon consulting with them, they said it would be easy to refinance the house because we had good credit and good collateral and our major concern was the ratio of loan to value on our house. We were told that we could overcome that by either accessing the HARP loan or using a VA loan which allows for a different ratio than a standard loan, both of which I'm eligible for. In the end it took over 210 days for them to eventually tell us no and not process our loan. During that 210 day process there were four specific instances when we were sent four truth in lending packets, and promised that the signing would go through, we were ready to sign and one of three things would always happen : ( 1 ) XXXX XXXX would lose pieces of information to complete the packet on the bank 's side, ( 2 ) the bank would bring up a concern that they had not addressed prior to the signing usually with regards to the loan to value that would require starting over in the process, ( 3 ) somebody else in the bank higher than XXXX would lose the paperwork and we would have to start the process over again. During this time, there were multiple 30 plus day periods that XXXX would not respond and nothing would get done. In many cases, XXXX would take vacation in the middle of processing and would not tell us until we would go to the bank with nothing processed. We escalated because of the delays to XXXX 's manager XXXX XXXX and through the corporate manager XXXX XXXX. We reached her by escalating through our Senator XXXX XXXX. On our Senators behalf XXXX contacted us initially. None of this solved the problem. I have an email from XXXX XXXX asking me to stop talking to the corporate manager because it was slowing him down. In that email, XXXX admitted he made a mistake. A large number of these delays had magnified after XXXX had met my wife and I. We noticed a severe decrease in customer service and increase in delays after XXXX had met my wife, who is quite clearly XXXX XXXX. XXXX XXXX told us that this should only take 90 days, worse case scenario. XXXX XXXX said that at the 180 day mark. The delays markedly increased after XXXX and XXXX had met my wife. 

I am an honorable Veteran of XXXX XXXX and XXXX XXXX, My wife is of the California XXXX XXXX. Since this incident we have incurred lasting costs both due to the credit damage and the inability to refinance when lending options were halted or denied solely due to the unfinished problems and credit markers Wells Fargo left on our credit description.

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