Consumer complaint received 2017-11-25
Company: WELLS FARGO & COMPANY
State: NV
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Dear Sir/Madam We applied HARP loan program through Well Fargo on XX/XX/XXXX. However, We have been through a lot of stress dealing with the refinancing situation. Below are the issues we have been through for the past two or more months. 

Before I agreed to refinance my house, I came and seek for the consultation of the refinance process at Well Fargo Bank ( located at XXXX, XXXX NV ). The home mortgage consultant was XXXX XXXX XXXX. I asked XXXX XXXX XXXX that would it be a problem to add someone to my house title. The person that I would like to add is XXXX XXXX XXXX XXXX. The answer from XXXX XXXX it should be fine because I have to redo my house title and a new deed anyway when I refinance my house. Then my question to XXXX XXXX was would there be any fees associate that I need to pay by adding XXXX XXXX XXXX XXXX to the house title, and XXXX XXXX response was no, no fees are required to add additional name to the home title. As a result, I agreed to continue the refinance process and I sent XXXX driver license to XXXX XXXX on XX/XX/XXXX. While preparing the refinance document, I asked XXXX XXXX showed and explained the amount of fees I needed to pay for the refinance loan, and XXXX XXXX showed us the amount of fees we needed to pay for the refinance process. I also asked were these fees finalized because I did not want to have additional fees needed later on. She told us that the fees were all estimate but the bank always estimated the fees on the high end so that it would not be a surprise to the customer later. And the second reason with the high-end estimation, the bank will not have to pay the different if their estimate was too low. With this reason, we feel very comfortable with the fees and we continued the refinance process. The consultation took place at Well Fargo location ( Bicentennial, XXXX NV ) on Friday, XX/XX/XXXX at XXXX XXXX  On XX/XX/XXXX, one of the bank employees ( XXXX XXXX , Mortgage Processor ( SAFE ), XXXX XXXX Fulfillment, NMLSR ID XXXX ) asked us whether we wanted XXXX name on the loan and the title, we said yes. On XX/XX/XXXX, XXXX XXXX XXXX XXXX sent XXXX XXXX his name on the driving license again so that XXXX XXXX could add XXXX XXXX XXXX XXXX name on the loan as well as the title and new deed. However, the name on the driver license spelled as XXXX XXXX XXXX XXXX, XXXX XXXX entered as XXXX XXXX in the loan and home title and deed. We text to XXXX XXXX and told her XXXX name was wrong, it should be XXXX XXXX XXXX XXXX, not XXXX XXXX. We told her to double check the driving license document we sent to her on XX/XX/XXXX. On XX/XX/XXXX we sent a copy of XXXX driver license to XXXX XXXX. When XXXX XXXX the name, it was still incorrect. She changed from XXXX XXXX to XXXX XXXX XXXX, which still did not match XXXX XXXX XXXX XXXX on XXXX driver license. We text XXXX XXXX again to let her know that the name was still incorrect and please refer to the driving license, the name is XXXX XXXX XXXX XXXX. But at this point XXXX XXXX took XXXX name off the HARP refinance application. We are very disappointed and frustrated of the bank services as XXXX XXXX kept making the same mistakes, and could not get the name right on the application. XXXX XXXX text us back and stated the name could not be changed because the loan was already funded off the system so they were not making any more changes. XXXX XXXX mentioned that XXXX XXXX XXXX name is still legal name, even if not all middle names are spelled out. However, we disagree. 

On XX/XX/XXXX, XXXX XXXX told us that in order to add XXXX XXXX XXXX XXXX on the house title and deed, we have to pay the transfer tax fee of ... amount. 

XXXX XXXX said in the chat : So here is a new glitch : Because youre not married, there will be a transfer tax due based on the assessed value per the County assessor which is {$350000.00} for a tax amount of {$1800.00} plus {$45.00} recording fee. Are you sure that this is how you want to proceed? You can always add XXXX after the refi via a quit claim deed. XXXX XXXX breached her own consultation and deception and XXXX XXXX XXXX fooled us with all Acts, Rules and regulations. When we asked her on XX/XX/XXXX before agreed to apply the HARP loan program, she said NO FEES by adding XXXX XXXX XXXX XXXX to the loan, title of the house and new deed. But due to her mistake by not entering the right name on the loan, title of the house and new deed, now she used the excuse of we are not married and we have to pay the transfer tax fee. In addition, XXXX XXXX knew we are not married from the beginning when we applied for the HARP loan program. And why didnt she tell us that we had to pay the transfer fee instead of telling us it was no additional fee to add XXXX XXXX XXXX XXXX in the new title and the new deed We do not think we should pay the transfer taxfee $ on the mistake she made by submitting wrong information on the refinance loan company and the new deed/house title because we did not provide XXXX XXXX the wrong document, we sent XXXX driving license to XXXX XXXX but she kept entering the wrong name until she could not make any more changes due to the loan already funded off and now she requested us to pay the transfer tax fee XXXX to cover her mistake ( entering the wrong name ). 
We escalated this issue to her manager XXXX XXXX XXXX on XX/XX/XXXX. He replied and still said we have to pay for the transfer tax fee if we want to add XXXX in the new deed and title of the house. After couple emails back and forth to XXXX XXXX XXXX, we then requested to escalate our issue to XXXX XXXX XXXX 's Director. XXXX XXXX XXXX replied on secure email on Sent : Thu XX/XX/XXXX XXXX XXXX stated : I have concluded researching your concerns and because I do not find any information to change my prior response, I have escalated your concerns per your request. Instead of sending your concerns to my supervisor who will see the same information that I have seen, I have forwarded your emails to our executive office to review. They are the highest level to express concern to here at Wells Fargo Home Mortgage. You should expect to hear from that office within 48 hours by phone. If you have not heard from them by then, please let me know so that I can follow up. However, after couple followed up secure emails to the Board of Director of the bank management in Well Fargo on XX/XX/XXXX XXXX XXXX CDT and it has been more than weeks, and Wells Fargo Bank have not provided any resolution. We are applying the HARP loan and the time is ticking, if we do not get the answer from Well Fargo, we might not be able to get the HARP loan program. Our finance loan has been locked on XXXX XXXX, XXXX, due to the delay by Well Fargo not getting the right name on the loan, title and deed ; our rate lock expired on XX/XX/XXXX. On the date of expiration date XX/XX/XXXX the Wells Fargo sent an normal email stated : Now we are asked to pay the extension rate lock fees of {$660.00} if we would like to keep the rate. We disagree completely because the bank did not respond to us regarding the name change on the loan and house title, new deed, therefore we could not move forward with our new refinance loan. 

We follow up via secure email web site to the bank almost every day to follow up the situation, but they responded with the bank sent email to us promising that someone would contact us within 48 hours and also XXXX XXXX XXXX, Senior VP Wells Fargo Home Landing sent us a postal mail on XX/XX/XXXX stated that Wells Fargo would provide us the resolution regarding our case, but nothing received from XXXX XXXX XXXX, Senior VP Wells Fargo Home Landing or  Wells Fargo Bank. 

Due to their delay in responding us with a resolution ( change the correct name on the HARP loan program, title of the house and the new deed ), our rate lock expired on XX/XX/XXXX. XXXX XXXX XXXX from the bank stated that we either pay the rate lock extension fees of {$660.00} or we withdraw our application. As a customer, we feel that the bank force us to either pay addition fees to extend our rate lock or we have to withdraw our HARP loan application. We feel that we are treated unfairly and deception and scam in their consultation, because it is not our end that held the process and letting the rate lock expired, all this time, it is waiting for the bank to correct the name on the loan application, title of the house and the deed. We have been with Wells Fargo Bank for more than 9 years ; we never miss a single mortgage payment. 

This issue has been going on for more than two months with no resolution. Our voice is not powerful enough to request the bank to come out with a resolution in a timely manner even thought we have escalated our issue to the Board of Director, XXXX XXXX XXXX XXXX Chief Executive Officer and President Wells Fargo & Company, XXXX XXXX XXXX, Senior VP Wells Fargo Home Landing. The reason we are writing this letter is hoping your office can help. Moreover, we would like to raise awareness to everyone about Wells Fargo Bank refinance department and make sure they do not have to go through this painful process again. These two months, we have been very stress with the case and spend a lot of time to keep following up with the bank but they do not care. 

Sincerely yours, XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX XXXX XXXX XXXX Tel ( XXXX ) XXXX XXXX XXXX XXXX XXXX Tel ( 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