Consumer complaint received 2016-05-27
Company: WELLS FARGO & COMPANY
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
We initiated a refinance with WF about XXXX XXXX, through employee XXXX XXXX. Within a couple days, we heard from XXXX XXXX as our motgage processer. 
1. COMPLAINT : Negligence in acting timely and responsibly with the appraisal From the get go, I told everyone that I was sure they would be doing a current appraisal and they needed to get it ordered and set up prior to XXXX XXXX, when my friend who looks after our place was leaving for spring break. I had calls and emails XXXX XXXX from XXXX that she was trying to get ahold of XXXX to get our credit card information in order to pay for the appraisal and get it ordered. She also emailed XXXX 's boss. 
Finally on XXXX XXXX we heard from XXXX - she was on vacation the week prior. I said again to her to call immediately as XXXX was on standby till Friday to meet the appraiser. 
Late Wednesday after noon I got an email that said the appraisal was finally ordered. 
COMPLAINT Lack of logical internal organization that would seem to be in place to NOT meet the expiration date for a rate lock. Surely in the whole organization of WF only XXXX person is allowed to get our credit card info in order to pay in advance for the appraisal??? 
2. WF set the date for rate lock and closing as XXXX XXXX, XXXX, not us. XXXX XXXX said she anticipated closing XXXX. If WF has restrictions on employee duties, it is done so in order to take the most time in order to accomplish not closing by the date set. Logically, WF and staff know that an appraisal should be done and should have a list for the area of third party entities to work with who have the best performance. In our case, the appraiser was the worst one ever, with no sense of acting timely. I even sent her the appraisal from XXXX in order to facilitate the situation. 
3. COMPLAINT : We are being charge a fee of {$110.00} for the : Mfg Home Serial Number look up ) .. It is incredible to believe that the WF employee from the XXXX financing had no notes in our file that there was no S/N. A XXXX ensued as the WF Mfg person sent forms to the title company for me to fill out and send in. Reality is they can not look it up. With it not in the file, I did all the work through the State of Colorado and the XXXX Clerk. 
4. COMPLAINT : ridiculous requirements by the WF appraisal & mfg dept on the appraisal, all to cause the closing deadline not to be met. 
a. First, there were XXXX comps - they requested another and then in XXXX, AFTER the closing, they waived it! 
b. Last week XXXX, WF discovered that their was a blank on the XXXX fees. It had to be sent back to the appraiser to have them correct it and it just arrived on Monday, XXXX. When? AFTER the second closing and rate lock extension deadline. 
XXXX. COMPLAINT : I have emailed all parties to get them to explain all the charges on the Loan Extimate of XXXX XXXX and requesting why we were paying taxes and insurance when XXXX paid up till XXXX i have never heard back from anyone! 
5. COMPLAINT : by the ludicrous delay for filling in the {$60.00} XXXX dues on the appraisal, we missed the deadline again and closing which was on the calendar for XXXX XXXX. No word from anyone, but today with the latest Closing Estimate, we are now charged XXXX rate lock extensions. The first XXXX we objected to and have a WF complaint to have that {$1000.00} fee waived - of course, no decision or word from WF. Now a second fee, XXXX we have not agreed to, nor were we ever asked to agree to it. 
WF performs with every delay possible. XXXX XXXX has worked hard for us but every way, she is constantly delayed by ineptitude and road blocks. This is the cost dishonest mortgage lender - the first time through, they were awful. Had we not been told this would be easy to refinance, we would have not done so with them. 
I sent this to you as the refinance was initiated here, closing here.

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