Consumer complaint received 2021-04-16
Company: WELLS FARGO & COMPANY
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
1. I began re-financing my Mortgage with Wells Fargo back in XX/XX/XXXX. I already had my Mortgage with them, but it took eight months. Two of the months were due to points. Countless closing appointments were cancelled due to Wells Fargo mistakes, as well as countless mistakes by underwriting. This caused me to have to respond to and make countless calls and send countless emails due to their mistakes. In short after a Very long and Stressful process my mortgage was re-financed. I was glad to be done and did not issue any formal complaints. 
2. I later discovered that upon re-financing Wells Fargo did not close my first mortgage. Therefore, I was incorrectly charged a mortgage payment of {$960.00} in XXXX. After, many phone calls and emails, Wells Fargo eventually after a couple of weeks closed my first mortgage and refunded my XXXX payment directly to my bank account. However, during this process, I was again charged in XXXX XXXX. I was assured by supervisor XXXX XXXX that a refund of my XXXX payment would be credited directly to my account no later than XX/XX/XXXX, she just had to wait for the payment to post and could not stop the payment from coming out, since it was already pending. In short, I never received my refund of my XXXX payment. Wells Fargo was extremely difficult to reach employees often did not call me back or provided conflicting information. XXXX XXXX and XXXX XXXX ( during the refinancing process ) were the only employees that were actually helpful during these eight months. Eventually, I was informed that the refund of XXXX was applied to my Escrow account, however based on the records online, that was not the case.I was promised a call from XXXX XXXX 's supervisor but did not receive one. After two weeks of trying to get someone to help me, XXXX XXXX eventually went over the situation and said he would look into the situation and get back to me. I also asked for monetary compensation be applied to my mortgage due to countless hours on the phone, time writing emails, lost interest, and stress because of eight months of Wells Fargo continuous mistakes and poor customer service. .He said he would put in for that request and we'll take it from there. However, without informing me, my case was transferred over to XXXX XXXX. I did not receive and email or phone call informing me of this. According to Wells Fargo, one phone call was made by XXXX XXXX, however no message was left. I called XXXX XXXX five times over 2.5 weeks, leaving messages but never receiving a call back. I eventually finally was able to talk with another representative that informed me XXXX XXXX was handling my case on XX/XX/XXXX. That rep said he left a message for XXXX XXXX and I later left a message as well, but have not received a call back. I also saw I received a letter from Wells Fargo informing me my Escrow amount was supposed to be XXXX and that I was not entitled to a refund of XXXX even though they incorrectly charged me that amount on XX/XX/XXXX for a Mortgage that was supposed to be closed. The attached records from Wells Fargo website clearly show that I was charged in XXXX and XXXX for a Mortgage that was incorrectly not closed. The attached records also show a refund for XXXX on XX/XX/XXXX for the incorrect XXXX charge. Obviously, if I received a refund for the XXXX charge then I should receive a refund for the XXXX charge. The record also shows my Escrow balance is XXXX which is the exact amount I received, so clearly the XXXX refund was not applied. Basically Wells Fargo owes me anywhere from $ XXXX. Plus I believe additional compensation should be provided, as this process has been extremely time consuming and stressful to say the least, all as a result of Wells Fargo mistakes and extremely poor service. Thank you.

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