Consumer complaint received 2023-09-07
Company: WELLS FARGO & COMPANY
State: NM
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Changes in loan terms during the application process

Complaint:
after they led me along for 2 months and being very distant the last chat with the loan officer made it seem we were still aiming for closing on the XXXX. He left on vacation and was not due back til the XXXX the latest was XX/XX/XXXX we had an extension for. The XXXX was also my bank for 17 years and had every paycheck from all XXXX incomes in the last XXXX  years I had opened these newer accounts. I bought the house already but an extended civil loan of XXXX from an owner from 4 years ago was trying to take back the house from the new owner I bought from for missing a payment during covid causing the purchase to wait til the final decision 14 days after the expiration. The judge threw it out as frivolous. It took close to a year to get to that point due to so many COVID-caused hurdles. After the judge ruled in favor, I redid all my paperwork and called XXXX on XX/XX/XXXX my birthday. 
by the XXXX we had all the paperwork redone reapproved and ready with no negative issues. They had deposits for appraisals and their department approved the insurance in which they had me pre-agreement ready to purchase and had that sent directly to Policygenius they created a policy with the date of the latest purchase before the extension ended and all was a go. So guess my only conclusion was after turning on the news and seeing they were in trouble for mortgage denials. I was in denial of being in the middle of this for so long. They were beyond inhumane in every effort to send me documents and at least a denial letter that I even submitted. I complained to the heads-up investigator as I was not after no lawsuit, but wanted some clarity and money invested as I was clear in every email, even when they raised my APR on XX/XX/XXXX Sat at XXXX am in the morning that they told me, pressured me into signing the doc of RATE LOCK and no one could have know it would skyrocket that week and I'm sure it must have been a misunderstanding that they raised it to XXXX XXXX from XXXX cause that would be considered illegal, since we had everything in order and were closing in XXXX weeks, so a week goes by and they sent an update the original paperwork was resubmitted and that my ratelock agreed is what we were going with than my LO disappeared on me and I never heard from them. A secretary said a he said she said he went on vacation. Who denies a loan by stating their going on a XXXX-day vacation and never ever refuses to take your calls even after a year as I tried for closure as I had to go thru buying this house for a XXXX time over his actions, and became so stressed over all the paperwork to submit to XXXX places all were able to figure out how to secure my loan but even they failed. However, they are the largest bank, and the money went into my accounts monthly and they were my bank. I have the emails that prove the dates and copies of all of it which I had to recover and took XXXX months, nobody in my entire life has ever treated me so poorly as a person. Especially as I thought 17 years of banking I would have some inner loyalty and at least been properly let down and guided in a direction that was helpful. The request for paperwork was endless, I finally had it and called and was pushed from department to department to department well over XXXX hours til the last guy whom I took every name spoke and reported it, and told me in an insincere way we don't keep it it's all shredded gone. I was like it was a folder online I am an IT tech a well-educated businessman and know document law as if needed by the IRS for instance. And they started laughing at me, as I told them do you know what I have been through and how stressful this has been for you all to treat the people that pay for you to eat like this really shows on a level of a bank-wide inner issue how they are allowed to be towards their clients. They hung up on me after saying its Friday they're about to close and nobody left to talk to. I finally after months of searching found how to complain as no one gave me that information until I found out I had a cousin that worked a breach XXXX hours away her department was the only one that helped and it was extremely secretive I had to keep her name out of it, just to get a XXXX check sent by the Treasure they were holding for 14 days due to payees of my business account and refused the money and racked up thousand in fees and bounced checks due to my vendors and employees I called every day for 14 days and they threw me out of the bank and said call the cops as if they were bigger than the law. I had the printout from the government and they would not acknowledge it as law. So from that complaint, I got the number for this older complaint I have filed so many in a XXXX-month period, and I never had these issues til XXXX started. Nonetheless, they retaliated in the most bizarre way, their dates were all over the place it was memorable to me cause I applied on my birthday XX/XX/XXXX and it lasted til XX/XX/XXXX I gave up, and they did not even notify the insurance. Every thought we were closing. My lawyer said can't get ahold of your guy same with escrow, see we are a small hometown and we all know each other. So when this happened, everyone was thrown off as it never happened like this before. However, the longest detailed letter complaint was responded to as they said would with every answer. I did not know I had every record backed up so after they thought I was only trying to complaint about not getting copies of APR change and rate locks and agreements, They are just flat lied about everything even dates I did not know any of them in XXXX, it was then I realized it was never ever going to be a loan, they need me as a number and never thought twice about me as a person, or they would not have stated so many inconsistencies provable by a paper trail as false. So years I didn't sleep on my birthday still after as it brought up a bitter anger of hopelessness in people that I tend to just shutter for a week in a depressed state to think that a human could do that to another human and be so friendly and talk about life and bam, your dead to them for a dollar. Yet here we are and still XXXX the worst human I know will not tell the truth nor will I ever truly know why this was done to me like this or what reason. They apologized and apologized and sent me a letter like XXXX weeks and it asked me to submit an amount of money that I felt could replace the damages. I smh in dismay, Was their a price for losing one 's faith in humanity? There is not, a price on my birthday ruined every year as the XXXX comes to think about for an entire week how on my birthday I was chosen to be humiliated and spit on by loan officers for money. It took a year to get away from them I was so entangled in neverending red tape. Beware of the XXXX XXXX of the world and whatever happened to them to treat people like 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