Consumer complaint received 2016-10-28
Company: WELLS FARGO & COMPANY
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
We are in the process of trying to purchase a short sale and Wells Fargo is our lender for our FHA XXXX renovation loan. It seems they are doing everything they possibly can so we do not get this home. Our account manager has left the country multiple times without handing our account to someone else and ignored many emails, calls and even text messages. Our account manager does not respond to emails until XXXX in most cases so that an entire day is lost, when he decides to respond. They have ridiculous requests and Wells Fargo was aware we needed a mold inspection on XXXX XXXX but did not relay this information to us until XXXX XXXX. Wells Fargo was under the impression that we were to close on XXXX XXXX ( per the extension that was granted ) and we were told from Wells Fargo that and extension to the XXXX would give us plenty of time to close in time. Now, Wells Fargo is telling us that we may close on XXXX XXXX but they wo n't know until after our current close date, so we can not give the short sale lender ( XXXX Bank ) an appropriate date that we need an extension until. There have been many instances of incompetence on Wells Fargo 's part and they seem to be working against me to get this loan instead of working with me. Wells Fargo terminated my closing attorney and replaced him with a Wells Fargo closing attorney without notifying me although that was an item I could " shop for ''. They also told me I could not order a " rush appraisal ''. When my appraisal was scheduled for XXXX XXXX Wells Fargo apparently put my appraisal on hold for no apparent reason according to the appraisal company. I had already paid for the appraisal and had offered to pay for a rush. We did not find out that the appraisal never happened until XXXX because my account manager was out of the country and not responding to my emails or calls. Wells Fargo ordered a rush appraisal ( which they then charged me for although they told me we could not do a rush appraisal ), which the listing agent was able to convince the appraiser to come out on XXXX. Wells Fargo received the appraisal report around XXXX. We were able to get an extension to XXXX which surpassed the date Wells Fargo said we could close on XXXX. Now, Wells Fargo is saying we should be able to close on XXXX but I have no confidence that they will be able to close by this date. Their incompetence paired with their list of unrealistic demands in such a short amount of time is unfathomable. If they gave us all of the information needed up front then we would be able to close on time. Now, we are being held up because they decided last minute that we need to paint the house and that we need an inspection for the mold. If they gave us this information up front then we would have had sufficient time to close this loan. 

This has caused me unnecessary stress and our entire savings is on the line and Wells Fargo is acting extremely unprofessional. This has been escalated to higher management and they still can not communicate in an effective and professional manner.

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