Consumer complaint received 2026-05-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
A few months ago, I started the process of a home loan assumption. The loan is held by Wells Fargo. I went through a divorce, I decided to keep the family home, and I wanted to assume the loan under my name. I was informed that this would be ok, and i went ahead and started the process. Background info : My ex-spouse signed a quit claim deed that was filed with the county in which I live, in XXXX of XXXX. The first attempt at this process resulted in a lot of mis-information. I was questioning why i was subject to certain fees ( coutny taxes, deed taxes, etc ), but no one gave me a clear answers. I also needed a form, called a " transaction agreement '' that my ex would have to sign. I was never sent this form. Additionally, I was initially told I could have Wells Fargo reach out to my ex ( for signature ) as I did not have his legal address ( he refused to share with me. ) As the deadline for all my paperwork approached ( i was only given a few days ), I was informed that I MUST provide ex 's address to WF. At this point, my credit had been pulled and case was assigned a loan application number. The deadline was very tight, I was not able to comply with the demand. I did not have my ex 's address, nor did I have my questions about fees answered. I decided that I would have to re-attempt another time to do this assumption. I did reach out to WF to express my dissatisfaction of how they were not able to answer my question about county deed taxes, etc, ) and why the 'transaction authorization '' was never sent. The reply i received was not even from the correct department ; it was from " small business loans. '' I've never applied for a small business loan through Wells Fargo. The letter they sent ( dated XX/XX/XXXX ) stated, " we have no record of a recently submitted application. '' Of course they don't, the application was for a loan assumption ; not a business loan. I decided to start the process all over again a second time. ( This time, I did manage to obtain my ex 's address. ) As I sent numerous documents regarding my finances and my financial history, Wells Fargo started to ask for more and more info. I also had questions. Again, more confusion about figures and fees. The calculation of " proposed monthly payment for property '' had line item of {$110.00} that was labeled as " other. '' This, over the course of this loan, would end up being more than $ XXXX. NOT a small amount. This seems to be a hidden fee that no one ever mentioned, nor was anyone willing to explain it. It was not part of the $ XXXX assumption fees that I would be responsible for upfront. Anything labeled as " other '' should be explained to a borrower when they ask about it. No one ever got around to explaining this to me. I decided to leave that issue alone for the time-being and plow onward anyway. Part way through this process, I noticed again that the " transaction authorization '' that I had to personally have my ex-spouse sign, was once again missing. I asked for it multiple times, it never came in the mail. ( meanwhile, deadline is approaching ). I asked if they could just e-mail me the document so that i could print it out, but I was told this was not an option, XXXX XXXX paper copy was the only thing they could do. I did receive a XXXX XXXX mailer form Wells Fargo, but all it contained was a single sheet of paper with the list of documents that were needed for the loan to get processed, Not the document I actually needed. Two days before the final deadline, I received an email stating that I needed to submit that transaction authorization document... but I also had to submit a " separtion agreement '' ( whatever that is ) in addition to the final divorce decree AND parenting plan! Firstly, there was no such thing as " separation agreement '' in my divorce. We were married, then we divorced. No document called a " separation agreement ever existed. Secondly, a bank has no right to demand details of the time I spend with my children. I was absolutely appalled at this request. Yes, I am divorced and live with my XXXX children, but it is utterly absurd that they would require the " parenting plan. '' Wells Fargo seems to think they can take the role of department of child services. It was ludicrous. I understand that often a person will ( and is entitled to ) use child support as part of their income, but I chose NOT to do this. I made it very clear that I will use just my employment income for the application, as I know it's more than adequate. I have been paying the mortgage myself for at least the past 20 months. ( the bank should know this, as they have record of it. ) More importantly, even IF i did want to use support money as part of my application, the appropriate document to request would be the child support document, NOT the parenting plan. I have no problem handing over details of payments I may receive from my ex, provided that I am using support income to prove I have enough money to pay the mortgage ; however, that was NOT the case in my application. It appears that Wells Fargo has discriminated against me ( a XXXX-mother-home-owner and person of XXXX ) repeatedly throughout both my attempts at the loan assumption. They have created barriers to me assuming this loan since the moment I started the process. I am now utterly exhuasted from dealing with Wells Fargo

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