Consumer complaint received 2020-06-20
Company: WELLS FARGO & COMPANY
State: RI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX, I began a refinance process with Wells Fargo ( who is my current mortgage holder ). As a long standing client of Wells, with no late payments ever, and given that the amount requested for the refinance was approximately half the value of the house, this should have been a fairly easy process. 
Instead, the process was nothing but frustrating and ultimately not fruitful at all. By late XXXX, my two loan originators/processors ( XXXX XXXX and XXXX XXXX ) had essentially gone silent on me. I reached out to their manager, via email, on XX/XX/XXXX ( XXXX XXXX ) to simply get a status on the refinance. ( at this point many of my friends who had started a refinance process later than me had already had their closings ). She called me to assure me that it was all being worked on. Then emails ( back and forth XXXX were sent in early XXXX. All along the way, everyone was telling me that everything was OK. Then, on XX/XX/XXXX ... ..I received an email asking me for documentation that I had already provided. When I responded that I had already sent that information, Wells then escalated my case to their " Customer Care and Recovery Group ''. Again, on XX/XX/XXXX, I received an email from Wells indicating that they still hadn't gotten the documents that I had sent multiple times. More infuriating is that the email began " Sorry I missed you '' ... ..this was in the " stay at home '' period and I was there the whole day, so not sure HOW she could have missed me. 
FINALLY, I was " cleared to close '' on XX/XX/XXXX - which was confirmed by the processor/originator on XX/XX/XXXX and XX/XX/XXXX. On the day of the closing, the originator contacted me to sign ONE LAST piece of paper, which I did and returned immediately. This was supposedly the last piece of paper and the closing was still set for XXXX. The Title Company ( XXXX  XXXX ) was supposed to contact me to confirm ... .and 30 minutes prior to closing, since I had not heard anything, I reached out to the originator. She told me to confirm directly with the Title Company ( XXXX  XXXX ) as she didn't have the information??? I proceeded to call XXXX  XXXX who told me that they didn't have the paperwork and couldn't close - I actually overheard their " internal conversation '' where a " XXXX '' indicated that even if she had the paperwork, she wouldn't close to night because she had plans. ( Apparently my plans were not important ). I then called the originator back and while on the phone with her, XXXX  XXXX called me back and said they WERE coming. NOBODY EVER SHOWED UP. In the following days, I contacted Wells Fargo and spoke with XXXX XXXX and she indicated that there were " technology issues ''. After several conversations, XXXX was looking to set up a new closing and I asked for a revised closing disclosure, with some type of fee reduction or SOMETHING for all the problems that occurred throughout the process. She sent me a new closing disclosure where, although I had been paying my mortgage all along and the cash out should have been higher than my original closing disclosure ... .it actually showed LESS cash out at closing. I emailed XXXX back for an answer as to HOW that could possibly be ... .and WHY the processing fee had increased??? 
Finally, I just had it with Wells ... ..and withdrew my application. I did request a partial refund of the appraisal cost because # 1 It was not a full appraisal, it was a drive-by and # 2 I didn't even get a copy of it. 
It's been well over a week since I withdrew the application and sent a request for the refund and I still have not heard ANYTHING from ANYBODY. 
RECAP : Started a " simple '' mortgage refinance ( with my current lender ) on XX/XX/XXXX, send the SAME documents OVER AND OVER throughout XXXX and XXXX. FINALLY given a closing date ... ..and NOBODY SHOWS UP. Last insult was receiving new closing documents with higher FEES. 
HOW DOES THIS HAPPEN????

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