Consumer complaint received 2025-06-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Changes in loan terms during the application process
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
This is a follow-up complaint referencing CFPB case number XXXX. The matter concerns an unauthorized mortgage refinance completed in XXXX by Wells Fargo Bank, N.A., under the Home Affordable Refinance Program ( HARP ), without my knowledge, consent, or participation. I am submitting this new complaint to request a formal and independent investigation, as new material evidence and critical document inconsistencies have surfaced since the initial complaint was closed. These warrant renewed scrutiny and action. 
On XX/XX/XXXX, I contacted Wells Fargo to inquire about opening a line of credit. I was informed for the first time that my original XXXX mortgage had been refinanced in XXXX under the HARP program, and that Wells Fargo had closed the original account. I have never initiated or authorized this refinance. That same day, I submitted a written request to Wells Fargo asking for documentation. In response, they stated : " On XX/XX/XXXX, you signed the Uniform Residential Loan Application, confirming the information used to approve your account was accurate. On XX/XX/XXXX, closing documents were signed by both XXXX XXXX and XXXX XXXX, agreeing to the terms and conditions of the account. During our conversation asked if Wells Fargo received any money from the refinance. We show the refinance resulted in a cash back to you. They provided copies of : XXXX. Uniform Residential Loan Application ( which included a copy of my signature and my spouse 's signature, but we did not sign those documents, and they were not able to provide us with original signatures, just a photocopy ) Application XXXX. Truth in Lending Documents ( with photocopies of our signatures and a couple of pages not signed at all ) XXXX. Note ( with photocopies of our signatures ) XXXX. Deed of Trust ( with photocopies of our signatures ) XXXX. XXXX XXXX XXXX ( with copies of our signatures ) XXXX. Notice of XXXX to Cancel ( with copies of our signatures ) This response was included in the first complaint mentioned at the beginning of this claim. 
Your office approved their response, and the case was closed! They included in their response to your office a mortgage statement dated XX/XX/XXXX, indicating a new loan set up I wish to state unequivocally : Neither I nor my wife, XXXX XXXX, signed or authorized any refinance documents. We did not apply for a HARP refinance. 
We did not receive any cash disbursement from XXXX XXXX or any other party. We did not receive disclosures, statements, closing packets, or any other form of communication about this alleged refinance in XXXX. 

After being devastated by the news of the case being closed without further investigation, I now have new evidence of forgery and misrepresentations made by Wells Fargo. 
XXXX. Forgery of Signatures Wells Fargo has provided copies ( not originals ) of signed documents allegedly bearing my signature and that of my wife. Upon inspection, only the signature in the " Uniform Residential Loan Application matches my signature ( probably a copy from other signatures they had on file, but all other documentation ( Truth in Lending, Note, Deed of Trust, Settlement Statement XXXX, and Right to Cancel ) do not resemble mine in any way. I never write my name in my signatures ; I only use my first name 's initial as part of my signature. 
I have a copy of my drivers license and past mortgage documents for signature comparison. The signature mismatch is clear and substantial. Wells Fargo has not addressed or explained this discrepancy, nor offered original wet-ink versions or notary logs. This calls into question the authenticity and validity of the entire transaction. 

XXXX. No Disbursement Evidence Wells Fargo claims a {$250.00} cash back was issued at closing via XXXX XXXX XXXX Nevada XXXX XXXX. However, we never received any such funds. No check, deposit confirmation, or escrow documentation was provided to show delivery of funds. This {$250.00} is being used as a false indicator of benefit or consent, and it misrepresents the truth XXXX. Suspicious Mortgage Statement ( XX/XX/XXXX ) Wells Fargo includes this statement as proof we were notified of the refinance, but the Important Messages section is blank, unlike every other mortgage statement before and after, which contains disclosures about insurance, tax prep, online access, or loan updates. The Activity Since Your Last Statement simply lists New loan set up {$260000.00} with no visual emphasis or accompanying explanation. These omissions make it extremely unlikely that any reasonable borrower would recognize that a major mortgage refinance had occurred. 
This deviation from standard communication practices appears intentional and deceptive. 

XXXX. Lack of Proper Disclosures. Wells Fargo provided no proof that we received the Truth-in-Lending disclosures, Good Faith Estimate, Closing Disclosure, Welcome packet, or terms explanation, or any mailed or emailed notice of approval or funding. 
These are standard requirements in any refinance process and should be auditable.

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