Consumer complaint received 2017-05-15
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: WELLS FARGO & COMPANY (FL)

I decided to refinance my home during the summer of 2016. With the private mortgage banker at my bank, Wells Fargo. We agreed on a rate, locked in early XX/XX/XXXX for 3 months. Having refinanced before I have a precise list of documents to produce which I did send to the banker within days. This is done fast and well, all documents are in his possession by mid-XX/XX/XXXX, including a power of attorney as I am scheduled for a 2 months ( XX/XX/XXXX/XX/XX/XXXX ) trip in XXXX. My banker knows that I will not always be able to respond fast to requests ( if any ) but assures me that the file is clear and the closing should occur around the third week in XX/XX/XXXX. Time passes and by the 3rd week in XX/XX/XXXX I have received no news, nor has my grantee received any instruction. After reaching my banker I am told that because there is no XXXX wage form in my assets and that all my revenues are from investments the loan must be processed by another department of the bank. It took 6 weeks ( after the rate was locked in ) for someone to realize that!! It took another 3 weeks or so for bank staff to figure out how 'record ' my loan. An accounting matter I suppose. So 3 more weeks! So from second week in XX/XX/XXXX when all documents were disclosed, we have arrived at mid-XX/XX/XXXX and the loan can be processed Meanwhile the title company recommended by my banker is asking me to produce AGAIN all the forms! ( title etc ) I need to note that at that point I am in XXXX ( everybody who interacts with me knows that. There is a time difference and I am not always with a phone or email ). But still ... another step of time wasted. Then the bank reaches out to me asking me to open a new account ( I am overseas ). Then a necessary tax form ( XXXX ) improperly submitted by the bank comes back with a request to resubmit. Then someone poorly trained in reading trusts documents asks for 2 additional trust certificates. Unnecessary! There is one and only trust. and on and on ... Not to report the number of times when the documents would temporarily disappear from loan tracker when I had to access them and 'sign ' electronically. Not to report many other wasted times when I had to sign some documents a second time etc The result is that with all these delays and inefficacy, and mistakes made by the bank, we need to submit a request for an extension of the lock rate. This ended up being added to my fees!! I had to pay an extra {$670.00} which I consider abusive and wrongly charged. I have signed the closing on XX/XX/XXXX. On that same day I found out I had XXXX XXXX. This is why I was only able to recontact the bank mid-XX/XX/XXXX to address this request and claim. I did fill a survey that was sent electronically. I was clear with my dissatisfaction. Following this survey I received a letter ( attached ) from XXXX XXXX. He is sorry then what? Nothing. On the advice of my private mortgage banker I try to reach by phone his supervisor. She NEVER returned any messages. So on XX/XX/XXXX I  write her an email ( attached ). NO answer. I contact my banker early XX/XX/XXXX and that lead to the one and only email from this manager ( XXXX XXXX ) who is sorry and will get back to me. She NEVER NEVER wrote again, responded to another email or phone call of follow up from me. This is the least polite and professional interaction I have had in a very long time. I recontacted my private mortgage banker during XX/XX/XXXX but there was never any follow up from this manager XXXX XXXX. I finally went to my branch mid-XX/XX/XXXX. The manager of the branch ( who had been in copy of several emails, knows me and is always ready to help ) recommends that I follow up with my complaint via their branch and the local banker. So XXXX XXXX files a complaint on my behalf and I provide him with copies of emails and requests previously done. Very rapidly I receive a letter from XXXX XXXX .. bla bla bla stating I should have an answer by XX/XX/XXXX. NO ANSWER. No further contact. Then I receive a letter from XXXX XXXX. bla bla bla. That they could not respond by XX/XX/XXXX but I will have an answer by XX/XX/XXXX. No answer by XX/XX/XXXX. NO EMAIL, NO PHONE CALL, NO MESSAGE, NO LETTER. NOTHING. Who are all these people who work at Wells Fargo, who are so impolite that they do not follow up on anything, that they do not respond to phone messages or even pick up a phone? On XX/XX/XXXX I went back to my branch. XXXX XXXX who spoke to XXXX XXXX told me that XXXX XXXX was to call me the next day. He never called. Hence this complaint and the request of reimbursement of the {$670.00} for rate lock extension only due to delays originated by poor work at the bank. Thank you for your help.