Consumer complaint received 2017-12-29
Company: WELLS FARGO & COMPANY
State: AR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
It took over a week to get the originator, XXXX ( XXXX or XXXX ) XXXX, to even start the application. He called 4 times asking the same questions telling us we met qualifications each time. I thought we had been preapproved each time only to find out almost 2 weeks later after complaining to his manager about not going forward at all that the application had never been placed. XXXX would call apologize for not calling when he said he would then tell me he did not have time to talk but would call me at X time and he never made the time he set. Sometimes it would be days later and late at night XXXX XXXX. When it went to the originator, XXXX XXXX she was better but there were many Miss communications of messages from her through XXXX on what needed to be done. We had a close date of XXXX/XXXX/XXXX but was advised it could be XXXX/XXXX/XXXX. Today is XXXX and still nothing!!! We are not even close. On XXXX I sent an email complaining that we have had no progress in weeks and no one would respond to me and I had no idea what was going on with my account. I advised I was going to file a complaint if something did not happen soon. Well I finally got a response from XXXX XXXX ( XXXXXXXX XXXX supervisor ) letting me know she turned in her notice and quit coming in but would be back in her last day. On XXXX my file was turned over to XXXX XXXX XXXX but in XXXX XXXX XXXX worked hard. She had me RESEND almost EVERYTHING I had already sent because everything was lost, misplaced not worked at all. She promised me on the phone she would give me an update on XXXX and a possible close date but told me it would be after the first of the year. She had more items she needed and I sent those. On XXXX she advised me XXXX XXXX would be responding to me. She did not. On XXXX I still had not heard a single word from XXXX XXXX, not a call, not an email, my online file was not updated nothing. So I sent yet another email and she responded. More apologies for not working my file ( this has been the mass of my communication from Wells Fargo is apologizing for not doing their job ). They repeated more of the information they had already allegedly done, I know I did my part to these things. Then I wake up to find out that while I have verified more than required to close they now want even more verified. At this point they required us to do many things that while I it was not necessary for us to qualify would make it better which includes refinancing two motorcycles getting insurance to insure the dirt ( the vast amount of this loan is for land there is a {$8000.00} ) mobile home on the land they require to be insured for the full loan amount. All this has shot my credit and it will be a while until we can look at buying anything. 
Additionally we had an appraiser scheduled for XXXX one morning and let the night before the appraiser called and said she had been canceled. Wells Fargo opted to use someone else who was a week after he promised to have the appraisal provided before he and his wife even showed up to do the appraisal. Then he missed his promised date after that with XXXX telling me each time I called to check, He said the end of business today and day after day it did not come. 
More over they required the seller to put the mobile home in my name when they could not even say the loan was approved yet. 
Now here we sit I dont have the excessive money they required verified, I can not go forward, my credit is shot, the sellers have the mess of the mobile home in my name and we loose our dream property because Wells Fargo has held us hostage in this horrible experience and there is no way we will be approved any where else for a long while. 
To make all this worse I was told not to spend any money even though I have verified in excess of what they say it will take to close and I let them know on XXXX I had NOTHING under my XXXX tree and I have children. This held our XXXX hostage too. I seriously dont understand why nothing happens unless I offer to file a complaint. In fact on XXXX I was told because I said I was going to do this if things did not get going I was threatened by XXXX XXXX that she would have to turn my file over to the complaint department as if that would scare me and I would be hearing from them. I was not scared and let her know it was a fact I would lodge an official complaint but I never heard from the complaint department. All I got out of it is redundant work for me to no avail. 
When XXXX XXXX finally did call and I expressed my frustration she told me how she has been working on one case over a year and theres no way it will close before late XXXX. They are NOT getting a year of my life. 
I have retained my emails.

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