Consumer complaint received 2020-06-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Hello. 

We attempted to get a new mortgage through Wells Fargo back on XX/XX/2020. We were assigned XXXX XXXX. From the get go, he has been horrendous to work with. He reached out to myself on XX/XX/XXXX and told me all of the things I needed to upload to continue the process. I uploaded them immediately after our conversation. He informed me I was in active foreclosure so it would have to go through underwriting. That is incorrect. We were in forbearance due to COVID-19. He chose wait until today, XX/XX/XXXX to tell me that you can not apply while in forbearance. He told me I had to make my payments current, which I did. He told me I had to sign all these forms and jump through ALL of these hoops to get pre-approved. 

After emailing him 3 times about the status of our loan, he finally decided to call me. At that point, he said he needed these forms signed and filled out before he could proceed. I sent him over the proof that I uploaded them on XX/XX/XXXX like he said too. At this point, he had already wasted over a week of our time. 

On XX/XX/XXXX, I had to reach out to him AGAIN for an update on our loan. If I do not ask, he does not say a word to us. During this email he stated it was in review by the underwriters and it was almost done. 

By XX/XX/XXXX, I had still not heard a word from him. I had to email him twice to get a response. During this email, he informed me the underwriter declined our loan and he was going to work to 'save ' it. At that point, I was fed up with his lack of communication and willingness to help us. I requested to be contacted by his manager because I did not want to work with him anymore. 

He did not email me back after I expressed concern with his work ethic. I emailed him again today asking to speak with his manager. He emailed me back stating he forwarded it to his manager. He then proceeded to call me and tell me that because I was in active forbearance at the time of the application, they declined me. He stated we would have to start over again, file a few application, new credit report. Go through everything again. I stated that was complete XXXX  XXXX. There is no reason I should have to start over and waste another month of my time with someone who does not know what is going on. Why did they waste a month of my time just to deny me? Why didn't they tell me in the beginning that it was going to be declined? 

He informed me today that I am no longer in forbearance. But I still have to wait to restart the process. Why would I want to continue with him after this? 

Clearly, the staff needs better training on their job. I stated to him that through all of this and he has ruined all faith I have in Wells Fargo. I told him I will be talking my mortgage ( which this would have been my third ), my two credit cards, two accounts and my business account else where. His answer, was ok bye and hung up. Glad to see you care about keeping a customer who has been with you for over ten years. Good customer support there. 

Through this entire process, he has done nothing to keep us in the loop. I have had to call and repetitively email him to get anything done. The whole treatment we received this time was so far from good. Our first two mortgages through you were good. After this experience, I am not sure I will ever recommend you to another person. My wife used to be XXXX  XXXX XXXX - she always raved about how much she loved her job and the company. After this experience, you really ruined a great and loyal customer. 

We have wasted almost a month trying to get preapproved through you. Through this entire process, he kept telling us, only a few more days, only a few more days. That was clearly a lie. You can not give us our month back, now we have to go somewhere else and completely start back over. We are now going to have to wait even longer to sell our home and purchase a new home.

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