Consumer complaint received 2021-01-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
COMPANY 'S INTERIM RESPONSE We've been unable to establish contact with our customer. We'll need additional time to ensure we fully address all of the concerns brought to our attention and provide a thorough response. We appreciate your patience as we finalize our research. 

Company 's Response Thank you for the opportunity to address the concerns about our previous responses, communication, and a further request for restitution. We've reviewed your concerns, and are providing you with details in our response. Here are important account details we'd like you to know. In our response, we have detailed that we have previously answered your concerns in our prior responses that we sent you. We have declined your request for further restitution. We wanted to speak with you directly about our resolution, but did not further contact you via phone from your request. We've attached a copy of our response letter. 

Once again, Wells Fargo lies! First, you keep reporting back to CFPB to say you need more time and you come back with the same XXXX response. I guess the employees are too lazy to do an actual investigation but need more time to do it. You then say you were unable to establish contact with our customer and We wanted to speak with you directly about our resolution, but did not further contact you via phone from your request. You clowns did call me multiple times since I filed this current complaint and I did not answer when I saw it was from Wells Fargo. You chose not to leave a message. 

Since you do not read attachments, here is a copy of the email that I sent to your board of directors and XXXX XXXX : Please ask your XXXX employees to stop calling my house and saying nothing. You have already mastered that art in your responses to CFPB. The call came from XXXX. After I sent the email, some clown did leave a message. Either reading is not fundamental at Wells Fargo or you just like making stuff up. None the less, I will attach the email I sent. 

Now for your XXXX responses : As a military member, your service matters to us and our country. Thank you for the opportunity to address your concerns. I want you to know I'm here to help. I want to make sure you have the information you need. 

- Im not even going to say much about this. Part of crimes against your customers have been also been against military members so save your patriotic XXXX! 

We've determined your concerns were previously addressed by us, and we didn't find you had enclosed any new information or significantly different details which would change our response. 

First of all, you address what you want to address. You have been very consistent in saying things like we have declined your request for further restitution but when I ask what your remedy is for continued bad customer service, you ignore the question. Second, the reason why you dont see new information is because my question ( s ) /concern ( s ) remained unanswered. You can keep saying you did not or do not discriminate against people that look like me but there are lawsuits filed against you that say otherwise. You have provided nothing to prove that you didnt discriminate in my situation but expect me to believe you based on your scandalous history. 

As I have customarily done, I provide you with even MORE bad Wells Fargo news. Following that will be a repeat of my previous complaint. 
https : XXXX More than four years after the Wells Fargo ( WFC ) fake-accounts scandal erupted, the bank reported Friday another {$320.00} XXXX of quarterly losses tied to customer refunds. That brings Wells Fargo 's XXXX total for what it calls customer " remediation '' to a staggering {$2.00} XXXX. 

Wells Fargo did not specify which of its many scandals were responsible for the latest refunds, which bank executives had previously suggested were in the rearview mirror. Instead, the bank said the money is " primarily for a variety of historical matters. '' That could include anything from the XXXX  of fake accounts Wells Fargo admitted to opening, to forcing customers to pay for unneeded auto insurance or charging unnecessary mortgage fees. 

The losses underscore how Wells Fargo is still being dogged by what the Federal Reserve has called " widespread customer abuse. '' XXXX : XXXX WASHINGTON ( Reuters ) - A U.S. bank regulator has fined Wells Fargos former general counsel, XXXX XXXX XXXX {$3.00} XXXX  for his role in the banks wide-ranging sales scandal. 

The fine, announced Friday by the Office of the Comptroller of the Currency, is part of a settlement struck between XXXX and the government. 

XXXX was one of eight former senior bank executives charged by the OCC one year ago for their roles in the banks multi-year sales practices scandal. 

Normally when a person is accused of wrong doing, they not only said they are innocent, they will also be willing to provide evidence that supports their innocence. Sometimes a person will dismiss an accusation of wrong doing because they know they are guilty and they do not care. Sometimes a person will dismiss an accusation of wrong doing because they actually are innocent. If a man with no arms is accused of armed robbery, he may not offer much attention to the accusation. 

Wells Fargo has decided to insist they have done nothing wrong in my situation when it has a history of nothing but wrong doing. When I raised a question on the interest rates I was offered me, Wells Fargo says they did nothing wrong. In fact, your latest response states : We're committed to equal and fair treatment of all our customers. We originate loans and service our accounts in accordance with all account documents and standard servicing practices. We also follow all applicable fair lending laws and regulations. These prohibit discrimination on many prohibited bases ; including race, color, religion, national origin, gender or gender identity, marital status, familial status, sexual orientation, age, disability, or receipt of public assistance income. We've reviewed your concern and, respectfully, found no indication of unlawful discrimination. The inquiry has made several allegations about our servicing of this account. We follow all applicable Federal and State regulations when servicing accounts and respectfully deny the allegations. 

If Wells Fargo was never accused of discrimination or wrong doing, the response above could perhaps stand on its own legs. Unfortunately, Wells Fargo has a long history of discrimination and wrong doing so just saying you did nothing wrong holds no water! You never provide data to support your claims but have repeated them over and over again. In fact, Wells Fargo has done this with many of the claims I have submitted. You have even to ask me to provide information to prove my claims when you hold all the evidence. 

Just keep repeating the same thing over and over again and just hope I will believe it. That way of thinking is main cause of what happened in Washington D.C. today. Had it not been for the pandemic, I would have been at work today within walking distance from the XXXX  attack on the U.S. Capitol Building. I watched on the news as XXXX  XXXX  streamed past the building I would have been in. Saying the same thing over and over again does not make it true! 

When I pointed to statements by XXXX XXXX and provided a copy of his email, Wells Fargo continuously ignored even making mention of it. Some so called manager even asked what email when I mentioned it. Wells Fargo finally decided to mention XXXX name and suggest what he said was incorrect. You can continue to avoid seriously addressing my concerns and I will continue to file complaints. I will continue to file the same thing over and over again and you can continue to lie again. 

You also have not offered any resolutions other than repeating that you are not a crook. Most reputable companies will acknowledge the poor treatment of their customers, offer a real resolution and refrain from the behavior that caused the the incident to happen. You continue to talk about the {$200.00} you send me as compensation but you fail to acknowledge that things continued to get worse as time went on. You continued to lie, steal and cheat your way through the last few months without a XXXX care in the world. 

I now leave you with a collection of your greatest hits : WF was SUED : XXXX, XXXX ( XXXX ) - Wells Fargo & Co agreed to pay {$170.00} XXXX  to resolve allegations it charged XXXX-Americans and XXXX higher rates and fees on mortgages even when they qualified for better deals during the housing boom, the U.S. Justice Department said on Thursday. 

Wells Fargo Bank has agreed to pay {$7.00} XXXX  in back wages and interest to resolve allegations of hiring discrimination. The U.S. Department of Labors said it has entered into an agreement with the financial institution over charges that Wells Fargo discriminated against XXXX XXXX American applicants for banking, customer sales and service, and administrative support positions at U.S. locations nationwide and against 308 female applicants for administrative support positions. ( XXXX XXXX XXXX ) Despite your claims suggesting that you arent crooks or have not done anything wrong, these stories still come up : https : XXXX XXXX developer XXXX XXXX has filed a class-action lawsuit against Wells Fargo accusing the bank of racial discrimination when it prevented him from depositing a {$3.00} XXXX  check at a branch in XXXX. In XXXX, Wells Fargo has faced allegations of racism and discrimination before. The bank agreed to pay the city {$7.00} XXXX  in XXXX to resolve a federal lawsuit alleging Wells Fargo 's lending practices led to a glut of foreclosed homes. The agreement was announced as Wells Fargo agreed to a {$170.00} XXXX  settlement with the U.S. Department of Justice to resolve allegations that it discriminated against XXXX and XXXX mortgage borrowers from XXXX through XXXX. 
https : XXXX Ms. XXXX lawyer , XXXX XXXX , said her client had not used profanity. Wells Fargo is in possession of the video surveillance showing exactly what happened in the branch that morning, he said. The video will not support Wells Fargos lies. A banker did a corporate records search and found Mr. XXXX other business, a record label. Mr. XXXX tried to direct the employee to the records for his law firm instead. Eventually, the branch manager got involved. He sat down across from Mr. XXXX and watched him enter information, including his Social Security number, into a keypad. Then, the man uttered the XXXX-XXXX. He just said it clear as day, no mistake, Mr. XXXX said. 

My jaw just dropped, I dropped the pen, there was silence, he kind of looked at me, I said : Did you really just say that? Mr. XXXX said the man had immediately begun to protest, saying that he had not meant to use the word, and that he was deeply sorry. Mr. XXXX did not buy it. He got up and left. The manager followed him to his car, apologizing profusely, and resigned from the bank shortly afterward. I felt like I had a knife in my gut, Mr. XXXX said. Its a sickening word. Mr. XXXX turned to Mr. XXXX, who wrote to Wells Fargo seeking an apology. 

The banks regional president, XXXX XXXX, responded. It seems that the utterance of the offensive term was unintentional, Mr.  XXXX wrote, but said the bank had taken corrective action against the branch manager anyway, without providing details. Ms. XXXX of Wells Fargo said the manager was deemed ineligible for any job with the bank. Mr. XXXX sued Wells Fargo in federal court in Florida on XX/XX/XXXX. These stories were posted over the last six months.

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