Consumer complaint received 2023-09-08
Company: WELLS FARGO & COMPANY
State: SC
Product: Mortgage
Sub-product: Manufactured home loan
Issue: Closing on a mortgage
Sub-issue: Delays with the closing process

Complaint:
Dear XXXX : On XX/XX/XXXX, I contacted Wells Fargo to get information necessary for the closing of my home. 

Per XXXX XXXX, listed XXXX XXXX XXXXXXXX assisting with the sell of my property, XXXX XXXX company needs : We just need the lender to email us a copy of the mobile home title for closing and confirm that they have the original mobile home title and that they will send us the original mobile home title with their lien released once they receive the mortgage payoff letter from our office. 

This information is necessary for the preparation of the transfer of deed documents and to proceed with the closing sale of the home. We notified Wells Fargo that the necessary copy of title and email from their office would be needed by XX/XX/XXXX, as the close of the home was scheduled for XXXX on XXXX. Wells Fargo assured us that a work order had been created, Work Order XXXX, and had been escalated to meet our timeline. Our original contact was XXXX at XXXX x -- -- -- XXXX. 
We checked back Wednesday XX/XX/XXXX, Thursday XX/XX/XXXX, and Friday XXXX. No title had been found and no email letter or correspondence received. 

We spoke to numerous Wells Fargo representatives, re-escalated the case two times, made three requests to speak to a manager ( none of which were answered, nor was a call ever returned to us ).

On one call, on Monday the XXXX, we were told that Wells Fargo needed the HUD number off of the mobile home plate on the exterior of the home, in order to locate or find the title. That number ( HUD XXXX -- -- XXXX ) was called in on the XXXX, as well as a copy of the image of the plate, showing the number, faxed to XXXX on Tuesday the XXXX, the number we were given to fax it to, along with the Work Order number -- -- XXXX and Loan Number ( referenced above on this letter ). 

On XX/XX/XXXX, the day originally scheduled for closing, I called with my daughter, XXXX XXXX, again to ensure that there was nothing Wells Fargo needed from us ( additional information ) and to ensure that they did receive the fax ( as my confirmation had stated ). We spoke with XXXX in the XXXX Department who reviewed the notes, saw the escalation requests, and confirmed Wells Fargo did have that fax and number on file. 

XXXX also stated that our Mobile Home Specialist Processer, XXXX XXXX, was assigned to our Work Order and that it was Tuesday and she was out of office. I got her email, XXXX, as there was no phone number XXXX could offer for her, and emailed her several times to check in on the progress of the XXXX XXXX. 

In addition, title curative manager, XXXX XXXX, was added by myself as an authorized person to speak on my behalf, and established a separate work order with the XXXX XXXX Department, to try to work that angle on her end. 
We also contacted the South Carolina XXXX XXXX XXXXXXXX on Thursday XXXX, and spoke with a gentleman there who was able to look up the HUD number in the XXXX system and provided with the following information. 

The lienholder is listed as XXXX XXXX XXXX out of XXXX XXXX, SD. It appears this lienholder is no longer in business. To update the title to Wells Fargo, Wells Fargo simply needs to fill out Form XXXX, and have a Wells Fargo banker or representative bring it with them to any local XXXX branch along with {$35.00} to receive an expedited title. Then, XXXX will re-issue the title same day. 

Per the XXXX representative, if Wells Fargo chooses to fax or email in Form XXXX, this will go to the corporate/main XXXX office in XXXX, SC for XXXX, resulting in a XXXX week delay. He advised against this heavily as we were already one day past the original close date at the time of the call. 

I then went to the XXXX XXXX branch of Wells Fargo myself, around XXXX XXXX on XXXX, and spoke to the banker there, XXXX, who tried to assist me with filling out Form 400 - however, he was unable to obtain the information necessary in my records to fill it out. He also attempted to call the corporate Wells Fargo number to get the information to help me, but was told there was a Work Order and Escalation issued already. Wells Fargo corporate was unwilling to give him the information necessary. 

A copy of Form 400 was emailed to XXXX XXXX XXXX, including the VIN # ending in XXXX, as well as a copy sent via Fax ( to the number mentioned above, referencing the work order number ) stating what we needed done - Form 400 completed and emailed back to myself or my daughter and we could attempt to file it ourselves and pay the {$35.00} to get it expedited- if the XXXX would release a copy to one of us. 

All in all, weve spent over 10+ hours on various holds with various Wells Fargo representatives, simply trying to get an update as to where you were in the process and what other information was needed. 

When I called in today, XXXX, seven days past my original work order scheduled completion, I was informed my original Work Order # -- -- XXXX had been cancelled. A new work order and new case specialist had been assigned - XXXX XXXX, new Work Order # -- -- XXXX. 

XXXX instructed me to give the fax number, XXXX, to XXXX XXXX to fax over a request or additional documents. 

I have done so, though I am discouraged and concerned that I am starting all over again in this process with a new work order and new case specialist - even though XXXX XXXX XXXX never returned one email of mine. 

Currently, my concern is that the buyer will walk - as we have no end in sight, no confirmed date of when this will be resolved. I am using the money from the sale of this home to purchase another home. I am concerned I will lose that opportunity also. I am currently homeless, living with my sister, awaiting Wells Fargo to resolve this.

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