Consumer complaint received 2025-10-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: WELLS FARGO & COMPANY
State: KS

Complaint narrative:
XXXX, with Wells Fargo, talked to me via phone and talked me into an Adjustable Rate Mortgage but failed to mention the $ XXXX rate access fee. XXXX waited until several days later to mention this hidden fee when he sent me the first estimate in writing. It seemed like XXXX was good at the bait and switch marketing because he knew the closing date was in the near future. 

XXXX said I had to lock my interest by XX/XX/XXXX for closing on XX/XX/XXXX. XXXX put IN WRITTING 8.000 % interest and an APR of 8.160. XXXX never explained what APR meant or that the APR could change after the fact. I locked the interest on XX/XX/XXXX at 8 % inte

rest and % 8.160 APR. Three days after I locked my interest rate and A
PR XXXX distributed the " rate lock agreement '' that explained the APR could change. This should of been disclosed prior to locking in the Interest and APR not 72 hours after the rate was locked. Once again, bait and switch. 

XXXX retaliated against me by failing to communicate in a timely fashion which caused me to incur 1 night of hotel expense. XXXX knew closing was going to be delayed and did not disclose that to the closing company or myself. I had to get XXXX supervisor involved to get someone to contact the closing company because XXXX was retaliating against me for holding him accountable. 

I needed a Power of Attorney ( POA ) for closing, when I asked XXXX about a POA he told me to go online and find one and submit it for approval. I paid for one on the internet, submitted it to XXXX for approval, XXXX approved it and my wife and I planned to leave work early to have it notarized. Then XXXX emailed and decided it did not meet the standards of a POA. 

XXXX said he would be in contact on a daily basis with rate updates until I locked in my interest rate, he failed to communicate daily. I have even reached out several times and it would take him a day or two to respond. I have no way of knowing what interest rates i missed out on and feel like due to the problems XXXX had that he would of withheld the lower interest rates from me by not making contact. 

Closing was scheduled for XX/XX/XXXX, on XX/XX/XXXX XXXX called and said Wells Fargo failed to get their paperwork issued on time and closing was being pushed to XX/XX/XXXX. XXXX admitted he knew the paperwork was not completed on Wells Fargo in a timely manor which resulted in the delay but he failed to communicate that with me or the closing company until the day before closing. I had to travel from out of town and had a hotel booked for that night. Since XXXX did not tell anyone closing was being delayed until less than 24hours before closing I was unable to cancel the hotel without paying a 1 night penalty. XXXX also failed to tell the closing company that it was being rescheduled. I called the AMAZING title company to see if they had heard anything and she stated that any communication with wells fargo has been like pulling teeth. The day before closing I could not even get ahold of XXXX to confirm the closing date and I had to go direct with his supervisor to get any answers at all. 

Wells Fargo retaliated against me because I expressed my displeasure with XXXX over the APR and the Closing date issue. 

XXXX XXXX seemed lost most of the time. I would have to repeat things multiple times over the phone or email. I had to explain to her that some of her requests were not feasible such as extensive details from an HOA that is unreachable, I gave her permission to contact the HOA herself but XXXX admitted she did not even bother to read the information I submitted to her. I even had to correct her in several of her emails when she would get me confused with another customer when she would state names of insure companies or people. At one point in time her email said I was buying a house in Florida instead of Kansas. I expressed these feelings to XXXX and he even said to just primarily deal with him instead of 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