Consumer complaint received 2022-09-22
Company: WELLS FARGO & COMPANY
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We contacted wells mid XX/XX/XXXX about a potential home to buy in mid XXXX. Home was under litigation. XXXX was to decide if the home could be sold and we would know by the end of XXXX or early XXXX. The builder stated we should be prepared to purchase if he could sell to us. So we contacted wells to start the process. Part of the process was an appraisal. I spoke to the bank numerous times that an appraisal should not be done until the first week of XXXX bc we would not know if we could purchase until then and maybe we would not need to move forward especially with the appraisal and they agreed .Wells agreed on multiple Occasions. At the end of XXXX with our realtor being contacted the appraisal was scheduled. I was contacted by the realtor ( I did not know aboutesp it ). I called wells and XXXX XXXX XXXX Ext XXXX ( my contact ) called them to cancel it and reiterate that this should not be done until the first week of XXXX she verified it was cancelled and that they would contact me to schedule first week of XXXX. XXXX days after this without contacting me i was notified that the appraisal was done. And my credit card was charged without my knowledge of XXXX. I called XXXX to let her know and she apologized and stated that this should not have occurred and if we could not purchase the home she would refund our money. We spoke about this on numerous occasions throughout XXXX via phone and email. Ultimately we found out that we could not purchase it in late XXXX and I contacted her to let her know that they could close the loan and refund our money. She stated she would work on the refund and I have email with her stating that she would reimburse us the funds since this was a mistake on their end, not yours. Now I have been handed off to multiple People and no one is refunding our money. This appraisal should never have been done. I was never contacted to schedule it and they Were aware that the appraisal should not be done unless we were given the approval to purchase a home and this would be sometime in the beginning of XXXX they also charge my credit card {$580.00} without my knowledge. I have multiple emails from the bank stating this was their mistake and they would refund the money. I can not get any answers from them. 

* Below you will see one of the emails from XXXX where she states they will reimburse us. There are more emails and multiple telephone conversations we had that she stated this. 


XXXX All XXXX. 
Giselle.Jaramillo @ XXXX ... XX/XX/XXXX To : XXXX XXXX Document Request Hello XXXX, Yes, the rate lock was locked in at no additional cost for 60 days. 

Also, I will definitely work with my team to reimburse the appraisal money considering we were not supposed to have the home appraised until you were ready to. That was definitely a mistake on our end. 

Kind regards, XXXX XXXX XXXX Direct Sales Consultant ( SAFE ) NMLSR ID XXXX Wells Fargo Home Mortgage | XXXX XXXX XXXX XXXX | XXXX, AZ XXXX XXXX XXXX Tel XXXX Ext. XXXX | Fax XXXX XXXX XXXX

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