Consumer complaint received 2020-12-19
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
According to XXXX : XXXX - one who is disapproved of or is held in contempt. 

XXXX XXXX has lived up to her name. What Wells Fargo has been doing is providing incomplete or non-answers and claim that they have resolved my issue. They then claim that I submitted similar requests and that they answered my requests previously. I even had someone suggest that just because I didnt like the answer, it does not mean Wells Fargo didnt address my request. The fact of the matter is that Wells Fargo cherry picks what it wants to respond to. Wells Fargo also does not offer proof to what they say and then wonders why I repeat the same questions and concerns. 

XXXX finally decided after to address the actions of XXXX XXXX even though I mentioned his name and attached his email in multiple complaints to CFPB and previous case specialist ignored that part in their response. Now after multiple resubmissions of the same information, XXXX states This letter is sent to you, on this date of XX/XX/2020, to notify you of the misstatement made. I believe it is safe to state that there are more examples like this where Wells Fargo did NOT address my issue with an appropriate answer. To add insult to injury to XXXX response, she repeated a foolish statement that was used by her colleague. We apologize for any confusion you experienced. She stole those exact words from XXXX XXXX on this same issue. My question is who caused the confusion and why werent they held accountable for causing the confusion? I know you are going to tell me it is an internal matter on if XXXX was held accountable but this happened over six months ago! 

XXXX went on to conclude her investigation with fluff and XXXX  but that only means that I file another CFPB complaint with the same information. If you want to say that you have sufficiently address my concerns in previous repossess, why did you suddenly change your tune about XXXX? 

XXXX also stated we respectfully decline your request for additional compensation which she also lifted from her good friend XXXX XXXX. I believe I asked in my last complaint what does Wells Fargo believe is appropriate compensation when they mistreat customers. XXXX has no response because Wells Fargo believes mistreating customers is part of doing business. Dont take my word for it. Just do an internet search on Wells Fargo scandal and see what comes up. 

Finally, can someone tell me what XXXX is trying to say : We wanted to speak with you directly about our resolution, but did not contact you via phone from your request. This makes absolutely no sense and no one has ever called to discuss any resolution. In fact, the Wells Fargo case specialists hide in the bushes when I can leave a message to talk to them about their weak responses. They dont offer resolutions because they believe in telling customers XXXX  and hope they go away. 

Before I refile my complaint against Wells Fargo, I will address the nonsense that XXXX XXXX submitted to CFPB. I was told ( lied to ) that a manger reviews the case specialists responses before they are sent out. Based on the XXXX  I have received over the last months, that cant be true. If managers do review the responses, I consider them complicit in this horrible display of customer service. 

I am also requesting once again that Wells Fargo STOP bombarding me with XXXX hard copies of your XXXX  responses. I get a PDF copy via CFPB. I received one today and some XXXX decided a few weeks ago to send me three XXXX  envelops filled with over 40 pages of Wells Fargo XXXX. I once again am asking you to refrain from bombarding me with your XXXX  responses. I can get them via CFPB and then have to respond to your lies days later anyway. 

We've been unable to establish contact with our customer, XXXX XXXX. We'll need additional time to ensure we fully address all of the concerns brought to our attention and provide a thorough response. We appreciate your patience as we finalize our research. 

Once again, XXXX XXXX lies! If he called from a number that did not come up as Wells Fargo on caller ID, I would not have answered. Even if he did call from a Wells Fargo number and I did not answer, he never left a message stating he was trying to reach me. Another case specialist made the same false claim in a previous response and I am not sure why you insist on lying about this. To borrow a phrase from a friend if you didnt leave a message, you didnt call. 

Thank you for speaking with us about your concerns with previous resolution, payment prior to closing, and customer service experience. I appreciate the opportunity to help you, we've reviewed these matters and are providing you with details about them. Here are important account details we'd like you to know. The monthly payment on XX/XX/2020, was received prior to the payoff that occurred on XX/XX/2020, so no refund for overpayment is due. We apologize for any confusion as a result of your conversation with a previous representative. 

Another nonsense answer. Wells Fargo is so dishonest, they still will not refer directly to the email from XXXX XXXX even I have attached it multiply times. Instead, you repeat the same garbage that was mentioned by previous case specialist and make things up. I did not have a conversation with a previous representative about the refund. I received an email from XXXX XXXX. I will attach it again and hopefully you will read it and acknowledge that he may have XXXX  up just as most of your employees have XXXX  up in the processing of my unfortunate refinance. 

We apologize for your customer service experience, however we respectfully decline your request for financial compensation as a result of your experience. The next payment was due on XX/XX/2020. I'm glad we spoke about your concerns. I appreciate the opportunity to help you, and I've attached a copy of our response letter. 

So you respectfully decline ( my ) request for financial compensation. So let me get this straight, XXXX XXXX offered {$200.00} as a good will gesture or compensation at a point during my refinance experience when Wells Fargo was providing poor customer service and after things got worse with more lies and misinformation and multiple complaints from me to CFPB and you respectfully decline my request? 

You also chose to respectfully decline my request to facilitate my transfer to a more reputable bank in my previous complaint to CFPB. What does Wells Fargo believe is an appropriate resolution to an ordeal that has lasted for several months in part because you have made a conscious decision to avoid answering questions and provided XXXX  responses when you do respond? What is your compensation to other customers who you have lied to, mislead or mistreated? Do you remember this all started in XXXX where your employee sent me an email to reschedule the initial refinance discussion instead of calling? 

I called your XXXX  staff today to ask how does Wells Fargo decide one time that compensation is appropriate and now it isnt. Naturally the response was a punt of the question and to tell me I had to speak to XXXX XXXX. The same XXXX XXXX who lied about trying to reach me and offered a XXXX response on XXXX XXXX to a question I asked about the interest rate I was offered. I will resend my concerns about this since XXXX and his friends want avoid the subject. 

Finally, I called Wells Fargo on XXXX XXXX to talk about yet another issue where I received an alert from a fraud reporting and realized that Wells Fargo had did something. When I contacted Wells Fargo to find out what they did and why, I got the typical runaround and a promise to create a case. You geniuses responded to me by saying that I recently contacted ( you ) for an adjustment to my credit report. Thats a lie! 

You went on to say that you reviewed my account and determined that the information you sent to the consumer reporting agencies was accurate. Ok so what was that information and how do I know it was accurate? Are you lying again? You then suggest that I should send YOU more information if I disagree with YOUR findings. How can I agree or disagree if I dont know what you sent? I relayed this story to a manger named XXXX and she twisted herself in knots trying to defend your XXXX  answers. She naturally offered to open yet another case. How many cases to you need to open before you actually resolve one? 

- Email communication you received XXXX XXXX exact words were If the payment was made on the XXXX as scheduled you would receive a refund for the overpayment because we would not be able to rework numbers prior to closing in this scenario. So rather than admit XXXX gave me incorrect information, WF has decided to keep repeating the same information over and over again. The focus should have been on why XXXX did not correct what he said in his email and why the payoff was late in the first place. 

Once XXXX realized what he said was incorrect, he should have manned up and corrected himself. Since WF is so comfortable with covering up and being dishonest, no one was capable of doing the simple thing of addressing XXXX words. 

- Service transfer request More WF lies when you say you are committed to regaining the trust you lost. WF has been involved in so many scandals that there is no way you can regain my trust. Even without the publicly reported scandals, I have personally experienced situations where a WF employee has told me something and it turned out not to be true. In addition to XXXX, I was told I could not use VA documents to that provided my identity only to be later told by a manger that the documents should have been accepted. I know you want to waste your time to dig into this since its a new shiny object but you have at least one manager who was able to fix a problem. Unfortunately, you still hire many unqualified individuals and do not properly train them. 

Because WF was so horrible in early stages of the refinance process, XXXX XXXX sent me a check for {$200.00} to compensate for the poor level of service I received. How much would XXXX offer me if I waited and spoke to him today? Are you going to compensate me for all the trouble that happen since XX/XX/2020? I have already contacted the VA regarding the poor experience I am having with WF. The VA representative I spoke to was fully aware of what a disaster WF is and advised me on some options I have. I will explore those options at the appropriate time since I can not continue to do business with a company as corrupt as WF. 

- Prior response sent by our office Why would I provide new information for an issue you did not directly respond to? At no point has WF provided documentation as evidence to prove anything you have said is true. You keep putting the burden of proof on me while you tap dance around the questions I ask. I submitted XXXX  email multiple times and you did not even use his name in any response. Protecting the guilty is a way of life at WF so I am not all that surprised with your weak response.

- Interest rate change Once again WF, you missed the point on purpose. You go on a long soliloquy on how interest rates work but totally disregard the reason why I raised the issue. 

WF was SUED : XXXX, N.C./WASHINGTON ( Reuters ) - Wells Fargo & Co agreed to pay {$170.00} million to resolve allegations it charged XXXX-Americans and XXXX  higher rates and fees on mortgages even when they qualified for better deals during the housing boom, the U.S. Justice Department said on Thursday. 

This lawsuit is what prompted me to ask if WF was still in the business of discrimination and if I could have been a potential victim of it. Once again, you ask me to provide additional information when you hold ALL the information. You have my old loan information and my my current information. You know or can find out what the interest rates were on XXXX XXXX and XXXX XXXX but you ask me to provide additional information. 

You are refusing to address this issue because you are afraid of being sued again. When you respond to any issue, you never provide any evidence that supports your lies. That is why a previous response stated that you found no indication of unlawful discrimination but you provided no evidence to support that. Does this mean you found a way to commit lawful discrimination? 

Breaking News : Wells Fargo Bank has agreed to pay {$7.00} million in back wages and interest to resolve allegations of hiring discrimination. The U.S. Department of Labors said it has entered into an agreement with the financial institution over charges that Wells Fargo discriminated against 34,193 XXXX American applicants for banking, customer sales and service, and administrative support positions at U.S. locations nationwide and against 308 female applicants for administrative support positions. ( https : XXXX ) WF can't get out of its own way! 

- Funding date When you are used to lying, you have no shame in making stuff up. Is your statement below accurate? What funds was I supposed to receive on XX/XX/2020? You expressed concern that you were told your refinance would close on XX/XX/2020, and you did not receive funds until XX/XX/2020. The funds were scheduled to be disburse on XX/XX/2020 ; however, there was a delay with title disbursement and the funds were disburse the following day on XX/XX/2020. 

- Wells Fargo in the media Why would I want to call WF about the scandals that are reported in the media? Do you know how many times I have mentioned WF scandals over the phone and the WF rep sits in silence? Pull the tapes if you are not sure. I also do not see the value in going to your weak PR website attempt to save your name. It doesnt change anything. How many scandals has been involved in since I unfortunately started the refinance process with you? 

- Request for reimbursement or restitution As noted before, I have already had conversations with the VA. 

- Request for documents sent by Senator XXXX  XXXX XXXX Did I request documents to be sent to Senator XXXX XXXX? Please go back and read XXXX XXXX email that you attached in your response. 

- Your credit adjustment request I am totally convince WF finds the most incompetent people to respond to issues. Since WF has proven itself incapable answering a simple question, I contacted the company that alerts me to fraudulent activity and they explain what happened with WF. 

They did not even hesitate or provide me with XXXX  rabbit holes to go down as you did in your response. I have dealt with several XXXX  companies in my life but WF is by far the worst. Hopefully the new administration will take some action against you and put you out of your misery.

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