Consumer complaint received 2020-10-06
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for a conventional 30 year refinance with Wells Fargo on XX/XX/2020. All documentation for the loan were provided to them within 24 hours of every request that was made of Wells Fargo. On XX/XX/2020, I paid the upfront fees for the credit report and appraisal for a total of {$600.00} that cleared my XXXX on XX/XX/2020. 

An appraisal was scheduled for XX/XX/2020. The appraiser arrived 50 minutes late, and then advised that my appraisal should be ready by  Tuesday, XX/XX/2020 or Wednesday, XX/XX/2020. 

On Monday, XX/XX/2020, I received a text from another appraiser advising me that he had been assigned my appraisal. I was confused and told him that someone had already come to the property on  XX/XX/2020. I immediately called the original appraiser and asked what had happened. The original appraiser advised that he had been  in the hospital for two days with XXXX XXXX XXXX, but that he was back at work and completing appraisals. I immediately called the loan processor, XXXX XXXX, and left two messages for her and emailed her.on XX/XX/2020. 

I made numerous calls to the loan rep ( XXXX XXXX ), loan rep 's supervisor ( XXXX XXXX ), and the processor ( XXXX XXXX ) between Monday, XX/XX/2020 and Monday, XX/XX/2020. Neither XXXX XXXX nor XXXX XXXX returned a single phone call. XXXX XXXX kept telling me they did not know what was happening with the appraisal and could provide no answers as to whether it was being reassigned or whether the original appraiser would be finishing the appraisal he started on XX/XX/2020. 

On XX/XX/2020, I emailed all three parties identified in the prior paragraph and the processor 's supervisor ( XXXX XXXX ) asking why is had now been 17 days since the appraiser had come to my home and not one person at Wells Fargo could give me any information at all. I also called the Executive office and asked to file a formal complaint. I advised the Executive office that I would give them  24 hours to provide information as to why my appraisal that I had paid for over a month and a half earlier was not being completed. 

on XX/XX/2020, I sent an email to all four Wells Fargo employees  identified in this complaint asking to cancel the loan process and demanding a refund of my appraisal and credit application fees since Wells Fargo refused to provide the appraisal services that I had paid for and could not provide any answers at all for how to resolve this issue. 

I was contacted by someone from the Executive Office and told that the refund would be processed and that I should hear something by XX/XX/2020. My wife received a call from Wells Fargo today ( XX/XX/2020 ) now advising us that Wells Fargo should have an answer to their " investigation '' by XX/XX/2020. 

This is unacceptable. I am demanding the immediate refund of my appraisal fees and the credit application fees totaling {$600.00}. Wells Fargo failed to provide the appraisal that I paid for and the only reason I agreed to pay any fees at all was because it was represented that Wells Fargo had the intent to close this refinance. It has now been 54 days since I paid these fees and 14 days since I asked for my loan application to be canceled. They keep putting me off and refuse to refund the payment for services that were never rendered.

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 monetary relief