Consumer complaint received 2018-02-22
Company: WELLS FARGO & COMPANY
State: MI
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Please refer to these prior complaints because whay I require now is more specificity versus lies and evasiveness from Wells Fargo. 
CFPB # XXXX, # XXXX Here is what I want answers to : Wells Fargo, Customer Care and Recovery Group Wells Fargo Bank XXXX XXXX XXXX XXXX ( XXXX # XXXX ) XXXX, MN XXXX ATTN : XXXX XXXX CFPB # XXXX, # XXXX To whom it may concern : You still need to answer these questions exactly as written below. Please answer fully based on your actual knowledge and records and answer the question as asked for each one separately : 1. Is Wells Fargo claiming they have no record of ever sending me anything related to my mortgage application on XX/XX/XXXX? If so, explain fully why there is no record of anything being sent to me via XXXX XXXX on that date including what internal records you keep regarding packages sent via XXXX XXXX and where these records are located by name and address and department. 

2. Or, are you claiming you NEVER sent me anything on that date? 

3. What records do you have in your possession currently that indicate you sent me a rejection letter on XX/XX/XXXX? Please list these records in specific detail including any postal receipts you have that validate your statement and any records indicating my receipt of that package. 
a ) If you don't have any records other than a computer entry indicating something was sent to me on that date, just say so. 
b ) Do any of your records specifically indicate what documents were in the package sent to me on XX/XX/XXXX? Or are you just assuming certain documents were in that package because you expected them to be there? 

4. Was it company policy to send a mortgage rejection letter by USPS? If so, send me documentation of that policy. Or did company policy require you to send this via a carrier where delivery could be documented and externally recorded? 

5. It is your position that it was the policy of Wells Fargo for mortgage specialists taking applications over the phone to try and talk the customer into a much bigger loan than the one they requested? And therefore XXXX XXXX did nothing wrong? 

6. Are you claiming that XXXX XXXX would not have any training whatsoever or understanding of common mortgage underwriting practices at Wells Fargo to know given the information she had about me including my credit score and credit history whether I would qualify for the loan she tried to sell me? If so, you need to explain how that's possible.

7. Are you also claiming that XXXX XXXX having taken many mortgage applications before mine over the phone, would not have learned anything from the ones she had taken before that were accepted versus the ones that weren't? 
a ) Please explain what the term Mortgage Loan Specialist means in your bank because the way you want to defend her behavior sounds more like she was nothing more than someone who just takes orders over the phone and a mindless paper pusher. 

8. What training if any did XXXX XXXX receive in your company before she was able to start taking mortgage applications? And did any of that training include some understanding of what underwriters might accept or not accept? Explain in detail. 

9. How long was XXXX XXXX employed by Wells Fargo before she took my application? Is she still employed at Wells Fargo? If not, why not? If so, in the same job? If not why not? 

10. How many mortgage applications taken by XXXX XXXX were accepted versus declined percentage wise and how does her mortgage taking acceptance rate compare with others doing her exact job? 

11. Was XXXX XXXX correct in stating that Wells Fargo would be paying off my debt with the new loan had it been approved? If this was not correct, explain. 

12. Was XXXX XXXX ever cited for any bad practices while she was employed by your bank or for any other disciplinary reasons? If so, enumerate and explain. 

13. Were employees in XXXX XXXX 's position at that time under any pressure at all to make bigger loans? If so, describe in detail. Was her income/salary from your bank in any way based on their loan volume and/or size of loans made and/or applications submitted? If yes to any, explain in detail. 

I hope you are beginning to understand the severity of my concerns about your company 's practices -- - a company having been found to have committed so many disgraceful violations that are still ongoing. So far I don't think you get it yet and are attempting to coverup more bad practices and behavior to avoid coughing up more fines and penalties. 

What your bank did to me is inexcusable recklessly damaging my credit and likely unlawful. And it's certainly unethical. I don't think you should want to stand on your past business practices as any defense or your record keeping practices either.

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