Consumer complaint received 2015-10-02
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: WELLS FARGO & COMPANY (TX)

On XXXX XXXX, 2015 my wife and I contacted Wells Fargo/Home Mortgages Services for a possible re-mortgage product for our home. On or about this date my wife went to the Wells Fargo Mortgage office and met with mortgage officer XXXX XXXX XXXX XXXX who assisted my wife to fill out the initial pre-application for our re-mortgage. On XXXX XXXX, 2015 we received paperwork explaining options, estimates and asking for our personal identity documents. On XXXX XXXX, 2015 we sent out all the above mentioned documents to XXXX XXXX XXXX XXXX, she stated that we would receive via XXXX the formal application soon. On XXXX XXXX, 2015 after we did not receive the application we contacted her and she stated that she would re-generate a new application due to the fact that there was a glitch in the system. On XXXX XXXX, 2015 still waiting for the application we contacted her again and this time she said that she had a similar issue with another customer but she would get back to us shortly. On XXXX XXXX, 2015 after waiting for her to get back to us, which she did n't, we contacted her again and she stated that the " mystery had been solved '' and was positive that she had resolved the issue but still no application. On XXXX XXXX, 2015 we asked her again for the application no response was received. My wife got in touch with XXXX XXXX supervisor by the name of XXXX XXXX and explained to him our situation and he stated that he was going to talk to XXXX XXXX but at the end nothing was done to resolve the application issue. 
On or about XXXX 2015 the application arrived and was completed giving them all the financial and biographical information requested and was sent out. During this time, an appraisal was conducted by a company authorized by Wells Fargo/Home Mortgages Services and it was done by a man and a young lady. A few days later we were told that we needed another appraisal because the first one did not do it properly. On XXXX XXXX, 2015 we received a letter stating that we needed to provide further financial information which we had already done but this time they requested from us specific information : County Appraisal for proof of homestead, my XXXX for the most recent year reflecting a monthly income of at least {$5700.00} ; my most recent paystub ( s ) reflecting a monthly BASE income of at least {$5.00}, XXXX ; to provide a copy of all pages of the most recent two months bank statements verifying at least {$1.00}, XXXX in the checking account of our regular bank. The source of all large deposits must be verified ; my wife 's IRS Form XXXX at the time of application ; my wife to provide a written explanation for all inquiries noted on the credit report showing if additional debt has been incurred ( Note : all inquiries were done by them ) : to provide a copy of the most recent two months verifying at least {$5500.00} in the saving account from our regular bank. The source of all large deposits must be verified ; I need it to sign IRS Form XXXX at the time of application and I need it to provide my most recent paystub reflecting a monthly BONUS income of at least {$320.00} also I need it to provide copies of my most recent two years XXXX Forms reflecting a monthly income of at least {$320.00} ( yes, is correct ) and a monthly OVERTIME income of {$2.00}, XXXX and finally my most recent two years XXXX Forms reflecting a monthly INCOME of at least {$2500.00}. Do these people think that my last name is XXXX? 
On XXXX XXXX, 2015 we received and e-mail stating that a " conditional approval '' had been granted on our application and on XXXX XXXX, 2015 we received an e-mail by XXXX XXXX stating that the second appraisal, that they order and we paid for it, had been lower than expected and that we needed to put down about {$30000.00} dollars to be able to continue with the process. A day or two later, XXXX XXXX informed us that we had been denied the loan.