Consumer complaint received 2020-08-24
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is a follow up to XXXX. I DO NOT accept Wells Fargo 's responses to my continued request for the facts in this case. Wells Fargo stated they tried to reach me, but I did not receive any phone call or message asking me to contact them back. So more lies from Wells Fargo. WF stated that I did not submit any new information, but the fact remains that WF has NOT given me what I have asked in many complaints : the opportunity to speak to XXXX XXXX ( with witnesses ) to confirm he agreed to keep my account open while I took some time to gather the money to settle. I will not stop lodging complaints until I am given a phone call with XXXX XXXX who agreed to keep my loan open. It's very telling the Wells Fargo will not address this request because they know they will be faced with malfeasance. I don't find the calls from Wells Fargo to be helpful as XXXX has no intention to resolve my requests and she says so in these calls. Any reference to helping me or trying to solve my issues is a farce. My complaint : I approached Wells Fargo in XX/XX/XXXX and started the mortgage refinancing process. I was assigned to XXXX XXXX ( XXXX XXXX Ext : XXXX ) Throughout a nearly 8-month process, Wells Fargo offered very poor customer service, their reps did not seem to be trained properly and they were not able to get the correct information out in a timely manner. I asked repeatedly to speak to a supervisor or manager throughout the process and was never offered that conversation until after I filed a complaint with Consumer Financial Protection Bureau ( CFPB ). Finally, after months of poor service, Wells Fargo closed my loan behind my back after I specifically requested that it stay open. Ultimately, they cheated me out of my loan and wasted my fees for no reason. From the beginning in XXXX, I asked XXXX repeatedly to get management involved because I wanted to ask for special help. Finally, in early XXXX, I had to ask XXXX directly for his supervisors contact information. He told me his supervisor is XXXX XXXX ( XXXX XXXX ) I then called XXXX and left several messages and emailed him and did not hear back from anyone. I tried copying other members of Wells Fargo and no responses. In mid-XXXX, it had been over three weeks since I heard from anyone at Wells Fargo and I felt like they were going to just let my loan expire along with my locked in rate. Only after I filed a complaint with CFPB, XXXX XXXX finally returned my call and I shared my concerns with him about the process. At the end of the call, I specifically asked XXXX what would happen with my loan. He mentioned that they could keep the loan open, so I agreed and asked that they keep the loan active to give me time to look into options to fund the closing costs. A day or two later, I received a letter from XXXX XXXX ( NMLSR ID : XXXX ) from Wells Fargo ( XXXX XXXX XXXX ) dated XX/XX/XXXX saying " As you requested, we've cancelled your loan application as listed above. This loan is no longer active in our system. '' For the record, I did not cancel this loan, nor did I request that it be cancelled. This was clearly an attempt by Wells Fargo to get me out of their way. Again, I spoke directly with supervisor XXXX XXXX a few days before and he agreed to keep it open. At this point, I filed a series of complaints with the Consumer Financial Protection Bureau ( # XXXX on XX/XX/XXXX, # XXXX on XX/XX/XXXX, # XXXX on XX/XX/XXXX and # XXXX on XX/XX/XXXX ) Throughout these complaints I have repeatedly asked for either a copy of the phone call I had with XXXX XXXX, or to be able to speak with him on a conference call with someone from management. Despite many requests for factual information that proves I requested to keep the loan open, Wells Fargo continues to deny my simple request. This just feels like proof they are simply trying to conceal their wrongdoing. In the letter date XX/XX/XXXX, Wells Fargo stated the reason for closing the loan letter was because it was at my request. Then, later in a statement from a Wells Fargo response to one of my complaints, they stated, We can confirm you were unwilling to move forward with the projected cash to close amount and the application was canceled on XX/XX/XXXX. This is an outright lie and Wells Fargo in NO WAY can confirm I was unwilling to move forward when I specifically asked them to keep the loan open. Wells Fargo offered two different excuses in writing to avoid responsibility for cancelling the loan, yet still will not take any responsibility for their mistakes. At this point, I do not accept the outcome, nor has Wells Fargo adequately addressed my concern about closing my loan. Despite being told by XXXX XXXX that the call was being recorded at the time, Wells Fargo told me they do not have a copy of the call. Now that I have asked to get on a call with XXXX XXXX and Wells Fargo Management, they won't set it up. This seems to make it clear that they know I am right about Wells Fargo cancelling my loan when I specifically requested it to remain open. I am honestly getting tired of these direct lies and obfuscation. Wells Fargo completely botched the refinance process from beginning to end. Now I feel Wells Fargo is misrepresenting the process as a case of " it just didn't work out for the borrower '' But there is a much bigger issue here with principal, customer service and fairness. Any impression from Wells Fargo that this is just about closing costs is a severe downplaying of their direct actions that caused the process to go astray and their unwillingness to take action at any point to rectify their mistakes. I also ask for accountability on the part of XXXX XXXX and the management at Wells Fargo, but they refuse to let me get the truth. Since they cancelled my loan, I can not use the appraisal or any other services my fees paid for with another loan company, so I am asking for the return of all the fees I paid. But Wells Fargo refuses to return my fees. Now my home has appraised for {$9900.00} less that it appraised for under Wells Fargo, I now have to come up with an additional $ XXXX to settle on the loan. So now I also request a fine be imposed on Wells Fargo in the amount of {$9900.00} to cover the additional loss I have endured due to Wells Fargos cancelling of my loan. After this experience, I am only left to believe that Wells Fargo has not learned the lessons from their company 's dishonest practices of the recent past. They still seem to have a poorly trained staff that are just cranking people through their unorganized system wasting the consumers time and money. This is not what consumers expect. I am also filing complaints with other organizations.

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