Consumer complaint received 2024-07-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
Response to Wells Fargo regarding complaint number XXXX I responded with this and have heard nothing back from Wells Fargo Therefore, I have submitted a new complaint with my response. Their answers to the above complaints are not adequate and I request that they strongly look into the below as well as the penalties for their violations. The penalties are clearly stated, and I am unsure of how they came up with XXXX? ... They also neglected to order my appraisal, blamed me for it, and then made me cover the cost. Youd think that after their mistake, they would have the decency to waive the appraisal fee. Wells Fargo is well aware that my loan officer was responsible for managing and communicating about this, yet they refuse to accept any responsibility. Please see below : Delay with initial disclosures : I am glad that after months Wells Fargo has finally acknowledged that their Loan Officer, XXXX XXXX broke TRID regulations. Its important to state that it isnt just that it was not issued in a timely manner, it was issued outside of what the federal guidelines mandate. Furthermore, I spoke to Amys supervisor and had Wells Fargo conduct two prior investigations that failed to acknowledge this causing me an extreme amount of wasted time, stress and energy. The information presented to Wells Fargo never changed yet their explanation did from person to person. It is unreasonable that a person must dedicate this much time and energy to have their legitimate claims acknowledged and I believe it is purposely done this way in the hopes that people give up. There are penalties for violating TRID regulations that Wells Fargo is responsible for. 
Concerns regarding appraisal order : As a licensed loan officer, XXXX XXXX was responsible for informing me about the appraisal process, including how payment should be handled. It's reasonable to say that every loan officer has this conversation with their clients. However, XXXX did not discuss the appraisal at all with me because she forgot to do so and not because there was documentation on some notice in the online portal. Throughout the months, there were numerous emails exchanged between myself and XXXX regarding documents they needed from me, but the topic of an appraisal never was mentioned. We always used emails to communicate not the portal as the online portal is overwhelming and confusing. It is not my job to bring the appraisal to XXXX ( even though ultimately that is what happened ), rather her job to bring it to me regardless of the portal system. Wells Fargo 's refusal to take responsibility for the delay in ordering the appraisal is unacceptable. The job of all Loan officers is to discuss appraisals with their clients, and XXXX 's failure to do so made me feel unfairly treated compared to her other clients, which I consider discriminatory. I would also like to note that when speaking to more than XXXX employee at Wells Fargo they stated it was unusual and out of practice for something like this to occur and that appraisals are always ordered within the first week or XXXX. 
My appraisal not being ordered was not because of fault of my own, it was it a direct result of my loan officers negligence and Wells Fargo continues to not take accountability for this. Despite acknowledging that this should not have occurred and recognizing the excessive delay, Wells Fargo refuses to take responsibility. This ongoing denial is outrageous as anyone in the mortgage industry examining this knows the fault lies on XXXX XXXX and her team. 

Customer Experience- I am unsure of why the issue of XXXX XXXX XXXX me false information about rate locking is listed under customer experience, but I will respond to it here. On XX/XX/XXXX, I spoke with XXXX XXXX about the possibility of locking in a rate for my loan. At that time, I was unaware of XXXX 's restriction on discussing rates with clients, which was later brought to my attention by XXXX XXXX. My inquiry was prompted by the favorable rate of 6.9 % on that day. Based on federal lending laws, I should have been referred to XXXX XXXX and provided with a detailed loan estimate explaining my options for rate locking. However, none of that occurred and I was lead to believe false information. The information provided during my conversation with XXXX XXXX significantly influenced my decision-making process. I am disappointed by Wells Fargo 's characterization of this issue as " she said vs she said, '' as I am prepared to testify under oath regarding the details of that conversation. I am unwilling to accept that there is no proof, so this is being thrown out as I have consistently brought this to the attention of many Wells Fargo employees and have been XXXX percent truthful. I would also like to know how Wells Fargo came to the amount of XXXX dollars and XXXX dollars?

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