Consumer complaint received 2021-02-13
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
I refinanced my existing mortgage with Wells Fargo, choosing to keep my mortgage with Wells Fargo. My loan officer and mortgage processor, XXXX XXXX, were excellent and very responsive. The problems began with my Mortgage Closer, XXXX XXXX. Although she called and originally said she scheduled me to close on XXXX XXXX, no one showed to my home appointment. I emailed my mortgage processor whom contacted XXXX 's supervisor. He called on XXXX XXXX about XXXX AZ time and said he would follow up but I never received a call back. XXXX XXXX, finally contacted me on Monday, XXXX XXXX and said she didn't know what happened with the previous appointment but she rescheduled my appointment to close for the next day, Tues. XX/XX/XXXX. She asked me to review my updated Closing Disclosure ( CD ) form by XXXX XXXX on the Wells Fargo website. I had made my XXXX payment on the XXXX and looked for the updated payoff amount on the CD and it noted cash back to borrower of {$1800.00}. The notary that arrived on the XXXX and provided a CD form that reflected a cash back of {$280.00}. I commented this but signed the form anyhow after the notary showed me the acknowledgment that said the packet CD did not replace the CD provided by the lender. Shortly after reviewing the recorded payoff of the original loan, approximately XXXX XXXX, I emailed XXXX XXXX as she had sent me an email on XXXX XXXX letting me know the new mortgage account was being established. I asked her about the difference in cash back and she responded on the XXXX, stating she had forwarded the email to XXXX XXXX, as she was the contact for closing documents. I did not hear back from XXXX, emailed again on XX/XX/XXXX finally a third time on XXXX, stating this would be my final attempt. She called me at XXXX XXXX AZ time on XXXX and listened to my concerns regarding the difference in payoff amounts that dramatically changed the cash back due to me, a variance of {$1500.00}. She noted how the payoff letter from Wells Fargo dated XX/XX/XXXX matched the updated XXXX she uploaded into the Wells Fargo application status website. She said she would speak to her supervisor and I would hear from her the following business day. She never responded and I emailed her again on XXXX XXXX. XXXX responded within 8 minutes, stating the CD she provided the title company ( and me ) was not balanced and incorrect. I emailed her, asking to speak to someone that could explain the incorrect, out of balance, CD to me and she called me early on Tuesday XXXX XXXX, saying she had contacted the funder and found the discrepancy and she didn't know exactly when I would receive the remaining {$1500.00} but either the title company or funder would send a check. I asked her to please email me, documenting all the details of how this discrepancy happened, whom had the funds, etc. because I felt a record of this was necessary. As of today, XXXX XXXX, I have not received an email, a second phone call, nor check for the closing difference.

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