Consumer complaint received 2017-03-15
Company: WELLS FARGO & COMPANY
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
I had an existing mortgage with Wells Fargo that I applied for cash out refi. with. I went through the application process providing them with everything they requested of me. However the loan processor XXXX was very rude, disrespectful, and indifferent including requesting proof of insurance on the same loan they already had proof of because of the escrow. I had to literally email her a copy of the same Mortgage Statement that showed they paid the insurance on the property they already have the mortgage and pay the insurance with through my escrow account. Besides that I found out that when I did my did a refi from a 30 year to a 15 year loan with Wells Fargo in XXXX, they never removed the lien from my original 30 year loan and was asking me why I had another lien on the property I was doing the cash out refi on now. I had to inform them that they were the ones to ensure that the title was updated to reflect them being the only lien holder on my property. 
Next issue I provided her with copy of my XXXX showing me as 100 % owner of my company yet he failed to update records showing me as owner requesting that I need a letter stating I am authorized to conduct transaction on my solely owned company, Next in providing them with proof of over {$8000.00} available in my accounts plus assets that valued more that what my loan amount would be she failed to submit my loan to underwriting. Your conduct and behavior was so reprehensible that I sent her an email indicating that I would pay my loan off and go else where for service because she made me feel like they were not going to process my loan and string me along. I placed calls to her supervisor who never returned my calls and I asked the loan officer that originated the loan with me to replace her with someone else to work with on XX/XX/XXXX XXXX because and I would rather pay my loan off and move on that deal with that kind of disrespect. All I knew next is he just went and leave without informing me and she was just mean. She was so rude that I stated it seems they are not interested in my business so all I need to do now is pay off my loan and take my business else where and that is what I did paid my loan off with a wire for {$3400.00} which is the pay off quote I received on XXXX after she started acting the fool and her supervisor never returned my calls and after I asked XXXX the loan officer to provide me with someone else. By the way it seem she can conduct herself that way because her supervisor XXXX has the same last name as her. 
So I wired funds and paid my loan off yesterday XX/XX/XXXX and Now they are telling me it is going to take 60 days to get a Lien Satisfaction letter so that I can have them removed from my insurance policy is unacceptable since my insurance is due on XX/XX/XXXX on my property and they no longer have a right to be on my policy and they are refusing to corporate with me.

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