Consumer complaint received 2019-02-22
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I went to Wells Fargo bank to make a deposit in XX/XX/XXXX. When the teller found that I am purchasing a house. She said they have great interest rate and arranged me to meet the mortgage consultant, XXXX XXXX. Mr. XXXX told me how great interest rate they have on the purchase of the new home. They can close the loan in 3 weeks. He have done plenty of loans like this. I have over 800 credit score, and I have accounts/ relationship with Wells Fargo , there is no problem to lend on the house I am purchasing, ETC. XX/XX/XXXX, Mr. XXXX contacted me regarding loan options via text message. XX/XX/XXXX, Mr. XXXX followed up on application updates via text message. On XX/XX/XXXX, I got an email from XXXX XXXX, Wells Fargo home mortgage consultant, who works with Mr. XXXX on the loan. " we need to collect upfront fees in order to get this to underwriting. However, we won't order your appraisal until after approval. '' ( Wells Fargo bank 's underwriter 's approval. ) On XX/XX/XXXX Wells Fargo home mortgage charged my credit card {$690.00} for the appraisal. That made me believe my loan got the approval and will be funded on XX/XX/XXXX. I did everything they asked, but they did not fund the loan. On XX/XX/XXXX, XXXX XXXX, the branch manager, sent me an email, states, " we can use the appraisal you just paid for towards the new loan. " We started the new loan in XX/XX/XXXX. XXXX XXXX is the mortgage processor. I was told by XXXX XXXX and XXXX XXXX, since Wells Fargo mortgage already had most of my documents, it will take 2 to 3 weeks to complete the loan. But XXXX XXXX was keeping on asking me the same documents and never completed the loan. The interest rate was going up every few months since we started loan. It was very stressful. I did not get the loan from Wellsfargo. On XX/XX/XXXX, I got an email from XXXX XXXX, retail National sales manager, wells Fargo Home Mortgage. " we're sorry that we were unable to approve your application ''. And liked me to complete a survey, Later, wells Fargo executive resolution specialist called me and said they like to find a solution, on XX/XX/XXXX, I got a letter from executive resolution specialist, the refund of the appraisal is denied. On XX/XX/XXXX, I called my credit card company ( Wells Fargo credit card ), to file a dispute, I was transferred to home mortgage first, credit card department would not even take my claim. When I called the second time, they took my claim. On XX/XX/XXXX, I got an email from Well Fargo claims assistance center, the dispute of {$690.00} charge is closed and declined. Wells Fargo has mislead me, tricked me. Based on their promise, I paid for the appraisal they ordered. But they never fund the loan. The executive resolution specialist and claims assistance departments were never interested in help customer, listen to what really happened, never really gather any information from me, they just take their side and said No to me. They wasted 6 months of my time and energy.

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