Consumer complaint received 2015-08-11 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
XXXX, 2015 met with Wells Fargo mortgage consultant XXXX to seek pre-approval for mortgage loan. I provided him with 2 yrs tax returns, 2 yrs XXXX, last XXXX paystubs and last 2 months bank statement. I am a 30 year customer of Wells Fargo Bank where I have a checkings, savings, CD and XXXX retirement plan in Wells Fargo account. I also have a XXXX credit score ( attached ). Received preliminary pre-approval ( attached ) and flew to XXXX KY where I signed on XXXX XXXX for a condo. Subsequently worked with XXXX & XXXX to provide rest of documents to secure final approval. XXXX XXXX received confirmation that I was pre-approved ( see document ). From there begin a series of requests and paperwork from Wells Fargo asking for sundry types of documents. Received a GFE from Wells Fargo as well and a subsequent notice the had locked in interest rate. All indications were this was a go. Around last of XX/XX/XXXX/XX/XX/XXXX I noticed communications had stopped coming from XXXX/XXXX and I was not kept in the loop on the status of the loan. I did continue to receive various mail correspondence from Wells Fargo, some of which contradicted each other. I had been told by XXXX to just ignore all of this, that he and XXXX were my contacts and would let me know what was needed. 
My offer on the property was scheduled to expire on XXXX XXXX so both my broker and I started calling XXXX on updates for the loan. In an email correspondence dated XXXX XXXX, XXXX informed us there was no problem, they had everything they needed from me and were just waiting for the HOA Master 's agreement. Over the next week, I continued to reach out to XXXX but without avail. I left him a message on XXXX XXXX asking for an updated status and expressing concern that time was running out. I did not hear back from XXXX or XXXX-it was as though everything had dried up. On XXXX XXXX my broker and I reached out again trying to get information. XXXX finally sent him a text saying he was no longer working for Wells Fargo ( attached ). In the meantime, I had called all over the Wells Fargo system trying to find someone I could talk to to find status. I finally obtained the number for XXXX boss, XXXX XXXX XXXX. After several attempts I reached her and the first thing out of her mouth was " you know XXXX is not working for us anymore. '' I said nothing as the only way I would have known this is through osmosis. She then said, we can not verify your employment. Your company says they are not transferring you to XXXX. I immediately responded, " I did not tell you they were transferring me to XXXX. XXXX is a local company. Why do you need this information? You have already verified I have been employed for the last 9 years at XXXX, you have my XXXX and copies of my paycheck. People live in one city and work in other cities all the time. This is a mobile society. I also stated my understanding of employment law is HR can only give out when I was hired and if I am in good standing. A discussion of transferring me to XXXX was a violation of my rights. I asked XXXX to escalate this issue at Wells Fargo as I needed an answer.XX/XX/XXXX around XXXX MST. I received a phone message at my house from someone from Wells Fargo in Illinois. Her only message was to tell me she leaves for home at XXXX and to call her back. The tone of her conversation was not friendly or welcoming and I could tell I was in for another excuse. I did not call her back. XXXX XXXX, ( 1 day before the contract expired ) I received a phone call from XXXX XXXX at XXXX mst stating they had received the Master HOA policy and the policy did not meet their standards ; therefore, they were denying me the loan. She stated I would receive some written letter. In a letter dated XXXX XXXX, the letter stated I was rejected because " they could not verify my employment. '' What a crock.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief