Consumer complaint received 2016-04-08
Company: WELLS FARGO & COMPANY
State: DE
Product: Mortgage
Sub-product: VA mortgage
Issue: Application, originator, mortgage broker

Complaint:
On XXXX XXXX, XXXX, my husband and I contacted Wells Fargo ( in Delaware ) ; we were seeking pre-approval for a mortgage. XXXX XXXX, the agent with whom we spoke, requested pay stubs, tax returns, bank statements and proof of XXXX balances and VA eligibility. We emailed everything on XXXX XXXX ; XXXX said there should be a decision within about 10 days. 
After hearing nothing from XXXX, beginning XXXX XXXX, we texted him and communicated our displeasure at the cell number which he provided during our initial conversation. We were unable to leave audible messages as his mailbox was always full. We received the below text on XXXX XXXX ( see attachment ). 

I spoke with his manager who agreed to act as an overseer, to ensure progress and timeliness. He assured me that this is not the way they customarily conduct business and guaranteed me that, going forward, the process would be swift. 
On XXXX XXXX, my husband and I signed the aforementioned disclosures and were advised that a decision would be forthcoming within a week. Again we waited, but received no communication from anyone at Wells Fargo. Whenever we called, we were told that loan was being reviewed by an underwriter and that XXXX XXXX would be our new contact. Two weeks before XXXX XXXX XXXX called my husband and advised that a decision would be made in a few days. When we heard nothing, over the course of the next few weeks we called her office almost daily. Each time we left a message on her voicemail. She never responded. 
On our final call to XXXX XXXX, her outgoing message stated that she was not in the office. Nonetheless, my husband decided to go to Wells Fargo, in hopes that one of her peers could assist. To his surprise, she was at work. She apologized profusely and promised to stay in contact with us. 
For a couple days she emailed documents for us to sign, one we signed and returned on six occasions. When we questioned why, we were told that a small change ( imperceptible to us ) was made or that the underwriter required a clearer copy. 
We were now in XXXX and still nothing ; I called Wells Fargo and escalated the issue. The following day XXXX, our initial loan advisor, called to say that XXXX XXXX will be on an extended leave of absence. He promised to have a decision in a couple days. On XXXX XXXX, XXXX called and congratulated my husband on the loan 's approval. My husband questioned when he would get the written approval and he was told tomorrow. Below is an excerpt from the canned email we received from XXXX on XXXX XXXX. ( see attachment ). 

While I understand that a pre-approval and pre-qualification can often be interchangeable terms, this is clearly neither. The letter indicates there has been no evaluation of our credit or verification of the information/documentation we provided. We called XXXX for clarification as he, in XXXX, told us that our credit was evaluated. Through XXXX XXXX, XXXX, we continued to hear that the process was held up because the underwriter needed more information from us. 
They ceased communicating with us in XXXX. We never received any documents relating to costs associated with a mortgage, including rates. In direct conflict with the Equal Credit Opportunity Act, to date ( XXXX XXXX, XXXX ), we have not received a written decision, written or oral. 
I am filing this complaint because Wells Fargo has demonstrated a disregard for both the applicable lending laws and us. Wells Fargo conducted business in a deceptive, contemptuous manner. A comprehensive review of their processes and personnel is warranted. 
Thank you, in advance, for your assistance.

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