Consumer complaint received 2017-08-16
Company: WELLS FARGO & COMPANY
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for a mortgage with Wells Fargo due to a prior good experience. I applied and was pre-approved for up to {$200000.00} XXXX. The sales consultant was very helpful as I told him of my current circumstance. Buying a house for myself to live in while my spouse resided in another spouse 5 miles away. Found house and won at XXXX on XXXX. Complete package official App submitted XXXX. Ordered and paid for appraisal XXXX. By XXXX had title work back, insurance, appraisal. So at this time we were gold. Then it sat. Miscellaneous items came up in tracker but were small and often duplicative. Followed up almost every day. Next week escalation was necessary. Was asked to speak to underwriter. Did so on XXXX. Underwriter state that I needed to have child support documentation and alimony documentation because of living separately. I asked if he was asking me to officially get an attorney and get a divorce to settle his need. He said no but could not move forward without it. His name was XXXX XXXX XXXX. I asked him to decline or do something because I had a contract to close by XXXX and needed to move on to another lender if they could not do. This was further escalated because all on sales believed I was credit worthy.. I spoke to an escalation rep XXXX XXXX, on XXXX who was going to look at and promised a call back XXXX. I called her every day week of that and she did not return call. I spoke to her on XXXX just to express my concerns. She said he kid was sick but apologized for not calling back but said it should have gone on her own. Issue was because of lack of communication and feedback, I felt forced to apply at another bank concurrently. I was approved on XXXX as an investment property loan. So very disappointed in higher rate and down payment. And I am owner occupying. Then next step was to get my appraisal transferred. On XXXX, I learned they wo n't transfer appraisal because they do n't want liability and do n't participate in that program. But its Wells Fargo. So this is causing me to pay the other lender another fee for the appraisal. So big issues are 1 ) Length of time to decision. Not 30 days, but they knew timeline and sales side set expectation numerous time that approval was imminent. 2 ) Wells asking for documents for a separation or divorce that did not exist. 3 ) Lack of communication from Escalation team party later explained due to child illness and 4 ) Lack of willingness to transfer appraisal. This is causing financial impact in appraisal fee, seller pushing they may not extend contract, and huge amount of stress in the lack of professional handling and transparency. I was told underwriting manager was disappointed resolution did not come up front. I like the sales team a lot and felt like they tried to help. However, underwriter dug heals in and provided no options or counters. I forgot to mention that I have over 800 credit score and great income and down payment. So only issue was the owner occupancy and potential living separate from spouse. Only a couple of days to a 30 day decision, but expectations and potential I may lose purchase contract because of the way I was strung along for so long is not acceptable. I think I have a lender that will be able to execute but there is not guarantee because I not apply till XXXX. I had to order a new appraisal XXXX. I approved subject to appraisal, so I am hopeful. If I would have been told quicker, I could have moved to another lender or chose to stay with Wells and not had this issue. Wells has a detailed file on this application. not a good way to upload all of my emails at this time.

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