Consumer complaint received 2016-09-19
Company: WELLS FARGO & COMPANY
State: AZ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I received an invitation to participate in a streamlined XXXX refinance through Wells Fargo Bank in their XXXX Step Refinance Program dated XXXX XXXX, 2016. I contacted the representative, XXXX XXXX and spoke to him about the details of the program. I gave XXXX all of the necessary information in order to start the refinance and spoke to the mortgage processor, XXXX XXXX the following day, XXXX XXXX, 2016. She emailed me the borrowers authorization on that day and my wife and I signed it on Thursday, XXXX XXXX and I scanned and emailed it back to her on Friday, XXXX XXXX, 2016. XXXX had promised to contact me at least once per week by cell phopne or email and keep me in the loop about loan progress. She never called me even once and kept us in the dark about the loan process. She never acknowledged receipt of the signed borrowers authorization or any other documents that I sent her, even though I emailed her several times and called and left messages several times. I finally complained to the loan officer, XXXX XXXX and he promised to fix the issues and get XXXX to communicate with us. That didn`t occur and I continued to call her until I got her on the phone. She never informed me that she didn`t receive the borrowers authorization and only spoke about proof of address. 
XXXX XXXX attempted to resolve the issues but informed me that XXXX XXXX did not respond to him either, but finally on XXXX XXXX was able to contact XXXX and determine that the borrowers authorization was missing and again my XXXX XXXX invoice proving occupancy was needed. I immediately emailed him the signed and dated borrowers authorization and XXXX XXXX invoice clearly proving that we live at the residence to be refinanced. After further complaints to XXXX XXXX and urging him to move this loan process along, XXXX XXXX contacted me by phone this afternoon and asked the same questions that had previously been answered to XXXX XXXX, the loan officer last week. 
I asked her about the XXXX and when we could expect them to be completed and about whether or not the loan would close in late XXXX. XXXX stated that since she hadn`t received the borrowers authorization until last Friday, she doubted that the loan would close in XXXX. She has completely failed to do her job ; never followed-up with me ; never replied to my emails and never acknowledged receipt of various documents that I have sent her by email. She had demonstrated her total lack of competency, her indifference and her inability to process our loan appropriately. I am confident that this is not the XXXX or last client that has been negatively affected by her lack of care and competency and blame Wells Fargo Bank for lack of supervision, lack of proper training and unwillingness to terminate ineffective and poor employees who harm their clients and customers.

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