Consumer complaint received 2025-01-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
Since I moved there full time, I applied to re-finance my home from a statement loan I purchased as an investment property into my primary residence. I applied with 3 lenders to shop rates, Wells Fargo gave me a 6.75 % interest rate which is better than my 7.4 % I'm currently paying. Before I moved forward with signing an initial loan disclosure, my taxes were uploaded and files sent to the underwriter to review, my credit is excellent and I've never missed a payment on anything. When my initial underwriting review was approved, the lender had me pay for a credit report fee and an appraisal fee. A typical refinance takes 30 days, after my fee was accepted. My loan officer stopped responding to me, I had to constantly ask for updates, and ask if they needed any documents. They would go days/weeks without responding to me. I asked to speak with my loan officer/ the processor and their manager. No one would call me back, they would hide behind their emails only and not pick up the phone, I have email records of every communication with them. Almost 2 months after I started the application, XXXX XXXX emailed me the day before XXXX eve XX/XX/XXXX and says my loan is denied, I started my application XX/XX/XXXX. This was after I have already been fully approved with another lender when I was shopping rates. She was aware I had not made my mortgage payment in XXXX since the refi was supposed to close in XXXX of XXXX. They set a closing date of XX/XX/XXXX without even discussing it with me. Their lack of communication and care and diligence to my file was more than unacceptable. They took 2 months to have my file in underwriting only to deny my file a week or two before closing. This is not how the public should be treated, this is unethical, negligent, and disrespectful to me and my finances. I was using that refinance to miss a mortgage payment so I could pay a medical bill. After I was assured I was approved through underwriting, the underwriter out of no where, requested me to file my taxes for XXXX, they requested an unaudited XXXX XXXX XXXX statement, and a balance sheet which I have never had to do b/c I'm a realtor, I have no liabilities. I have purchased and refinaced several times and this has never been requested. I would have just closed with the other lender should I have know this would have been a requirement. I had to pay my CPA for that, and then they denied me because of asking for current year income which has not been audited yet. The way this file was handled was unacceptable, lazy and unethical. My loan officer made absolutely no effort to find a resolution to the problem. Instead, she wasted my time, money and effort for no reason. They have no business doing loans if they can not close in a timely manner, time is of the essence and they need to be held accountable for the amount of time they took to just deny my loan. It should only take a week to get me through underwriting. The loan officer, processor and management team didn't make any effort to help me, make recommendations. As a realtor, I do this for a living and I know this is wrong, this is not how this works and I need to make a formal complaint. I would like them to refund my credit report fee. I still have not even seen the exact reason why they denied me, they say my debt-to-income ratios are off but they can't show me how, this is a refinance not a purchase, the goal is to lower my payment and get me into a better interest rate. Instead, I'm stuck in my payment now because they took so long, I will have to file my taxes for XXXX for any lender that I try to refinace with. The whole reason I'm trying to refinance is I had a medical issue last year and I need a little help to catch up on my medical bills before I do have financial troubles. This has put me into a financial situation and banks should not be allowed to do this to the consumer. I hope that they are held accountable for their negligence with my file. 

Loan XXXX XXXX XXXX XXXX XXXX Mortgage Consultant, XXXX XXXX NMLSR ID 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