Consumer complaint received 2025-08-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Subject : Formal Complaint Regarding Mortgage Lending Practices at Wells Fargo Dear Sir/Madam, I am writing to file a formal complaint regarding the mortgage lending process I experienced with Wells Fargo Bank , N.A . The handling of my application was marked by repeated inefficiencies, inconsistent communication, and unreasonable demands that caused significant delays and financial hardship. 

Summary of Issues : Repeated Agent Changes and Broken Commitments : Throughout the process, Wells Fargo repeatedly reassigned my case to different agents. Each time, a supervisor assured me that the assigned representative would be my sole point of contact moving forward. These promises were consistently broken, resulting in confusion, lack of continuity, and repeated requests for the same documentation. 

Redundant Documentation Requests : After submitting all required documentation, Wells Fargo requested the same materials multiple times. These requests came from different representatives, each seemingly unaware of prior submissions, causing unnecessary delays. 

Disorganized Communication : The lack of coordination among Wells Fargo staff created confusion and prolonged the approval timeline. I was contacted by multiple individuals who provided conflicting instructions and failed to acknowledge previously submitted materials. 

Delayed Interest Rate Lock : After the initial rate lock expired, Wells Fargo failed to secure a new rate during a period of favorable market fluctuations. This oversight resulted in a higher interest rate and increased long-term financial burden. 

Unexpected Re-Approval Process : Although the loan was eventually approved, the transaction was delayed due to the unfortunate passing of the seller. Wells Fargo then required a second property inspectionat my expenseand demanded that I resubmit all prior documentation to restart the approval process. 

Unjustified Requirement for Spousal Financials : In the second round of review, Wells Fargo refused to proceed without financial documentation from my spouse, despite the fact that this was a non-joint application and my spouse was not listed on the loan. This requirement contradicts standard lending practices and raises concerns about discriminatory or arbitrary underwriting. 

These actions reflect a lack of professionalism and accountability, and they have caused undue stress, financial loss, and disruption to my housing plans. I respectfully request that your office investigate Wells Fargos mortgage lending procedures and determine whether they are in compliance with consumer protection laws and fair lending standards. 

I am prepared to provide supporting documentation, including correspondence and records of submission, upon request. The mortgage did eventually close but there were delays with miscalculations on the closing documents and no one at wells was available during closing to approve the error corrections for the attorney. 

Thank you for your attention to this matter. I trust that your office will take appropriate steps to ensure that consumers are treated fairly and that lending institutions are held to the highest standards of integrity. 

Sincerely, XXXX XXXX XXXX

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