Consumer complaint received 2026-06-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Improper use of your report — Received unsolicited financial product or insurance offers after opting out
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
I sent Loan XXXX XXXX XXXX out of XXXX XXXXXXXX XXXX the following email on XX/XX/XXXX the following email after he tried convincing us to move forward with this loan as our primary residence and we weren't comfortable with that XXXX, My wife and I decided to go with another loan XXXX on this purchase after her phone conversation with you on Friday. We made this decision to run this loan as our secondary home at only. XXXX % higher than you had it as our primary but more XXXX less in closing cost. She wasn't as comfortable getting this loan approved or declaring this as our primary residence. Also, I wasn't told that rate you quoted me was with a XXXX XXXX buydown to get that interest rate. My wife didn't like your statement telling her that you would get us approved as our secondary loan with higher interest rate if it wasn't approved by underwriting as our primary. We don't like to play this game when we're talking about thousands of dollars over the life of the loan. I appreciate your time getting us preapproved. I like to request the {$170.00} credit check fee my wife paid as well. Hopefully you didn't process this yet because we never sign the commitment. He responded with the following email which we rejected this offer The rest of the following emails were sent on XX/XX/XXXX XXXX XXXX and XXXX, If we update the structure to reflect the property as a secondary residence and review a rate option with minimal points, the terms would look as follows : Interest Rate : 7.125 % XXXX : 7.185 % Points : 0.125 % ( {$470.00} ) We told him we felt it was unethical for him to try to get us to apply for the loan as primary when he knew there was a chance underwriting wouldn't approve this loan. He thought we would be ok with him resubmitted the loan if it was rejected by his underwriters as our primary but at a much higher rate. He also added a XXXXXXXX XXXX to get the quoted rate he gave me over the phone but never told me. BTW, I agreed to allow our call to be recorded. He agreed to cancel our application but refused to refund our {$170.00} credit report fee that should've been submit yet because he never received sign documents from us. I then insisted to talk to his supervisor so he had XXXX XXXX emailed me with " XXXX XXXX yes, XXXX right. Credit report fees are non refundable. '' I responded with the following to XXXX XXXX, When are you supposed to pull our credit? We paid the fee and applied but never sign a commitment. Shouldn't our credit be pull once we commit? We had concern with XXXX telling us to run this loan as our primary loan. Otherwise, he could get it run and approved as secondary with a higher interest rate if underwriting doesn't approve. He also never told me or document that there was a 1.25 % buydown to get me the 6.25 % as our " primary ''. I'm sure you can pull up our original conversation as I was told it was recorded. I expect to get this {$170.00} back or I will continue to go up with these unethical practices by your loan XXXX. XXXX Responded With the following : Sorry for the frustration XXXX. XXXX not 100 % right below. The fees arent non-refundable the moment we pull credit. They became non-refundable when you paid online after weve pulled credit. I understand where youre coming from. I dont have the power to refund your money, but I took the liberty to submitting to our XXXX XXXX XXXX XXXX Theyre a step higher than my XXXX when it comes to being able to reimburse you. Theyll review and refund you if possible. Time frame is XXXX days for review. He then called me earlier today XX/XX/year> to leave me a message that my request for refund was denied. Summary : They're refusing to refund our {$170.00} credit fee that shouldn't been run without our signature to do so. This was after he tried convincing us to run this mortgage as our primary residence when he knew there was a good chance it was going to get rejected by underwriting. We feel he did this to just get us committed to allow him to rerun at a higher interest rate to get this closing done sooner. He also failed to disclose XXXX pt to buy the interest rate down from his original quoted rate over the phone. I would not have gone any further if I knew about this buydown.

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