ComplaintsforWells Fargo Home Mortgage

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been receiving the ******* Property Tax Adjustment since 2011 and have always received a fair amount of financial help towards my property taxes. Wells Fargo Mortgage in the past has always reduced my mortgage and sent me a check. They stopped doing this after my mortgage came out of Chapter 13. The past two years ******* has paid **** towards my property taxes. I see no adjustment or reduction in my mortgage since then. WFM sends me to rebate. Where is this money going?

  Business response

  10/24/2023

  Please see attached Response

• Initial Complaint

  10/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have tried to get information about my home loan that I found out from a call in that is is assumable. I was told that the call center at phone number ************ is the right number to call for assumable loans and that they are the dispatchers for the department and takes 4-5 business days to get a call back. When I called back three times, two after five days, no rep offerred general information about assumable loans. I think they should have done that. t is just info for the developers of the department. In the process of asking to speak to a supervisor, I called several times. At least three times I was diconnected. Apparently, the only way that the call center can get a manager or supervisor is through a texting program that asks to see if any are available. Well, that happened twice and they have not called back. When I asked for the highly escalated customer service department, to see if they can get a loan officer assigned to rep the loan, after not receiving a call back from a loan officer, loan specialist, department supervisor or manager, it took two calls to get to them only to be told that it takes **** business days for a callback from an escalated calls ***** The total amount of time between my first call and today, the time that I did not get a call back even after asking for a supervisor to call back, is 7 business days. After at least five calls, maybe more, and 7 business days, I think that is too much.

  Business response

  10/19/2023

  please see the attached resolution letter. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7--12-23 Wells Fargo Mortgage took money out of my escrow account and sent it to the wrong company. I been trying for over 2 months, and many hours on the phone, finding out what happen and then trying to get them to put it back into my escrow account.

  Business response

  09/29/2023

  Please see attached response.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear ****:On 8/25/23, I contacted Wells Fargo to get information necessary for the closing of my home. I just need the lender to email us a copy of the mobile home title for closing and confirm that they have the original mobile home title and that they will send us the original mobile home title with their lien released once they receive the mortgage payoff letter from our office. Our original contact was ****** at ************************. This was to have been resolved by Friday, 9/1. We also contacted the ************** ********** of ******** on Thursday 9/7, and spoke with a gentleman there who was able to look up the *** number in the ***** system and provided with the following information. To update the title to Wells Fargo, Wells Fargo simply needs to fill out Form 400, and have a Wells Fargo banker or representative bring it with them to any local *** branch along with $35 to receive an expedited title. Then, ***** will re-issue the title same day.Per the *** representative, if Wells Fargo chooses to fax or email in Form 400, this will go to the corporate/main *** office in ********, ** for processing, resulting in a 2-3 week delay. He advised against this heavily as we were already one day past the original close date at the time of the call. To resolve the problem, I would appreciate Form 400 filled out and emailed back to me, as well as a copy sent to a ********** or ************** Wells Fargo location bank, with a directive commanding that a teller or other Wells Fargo banking employee meet me at the nearest ***** location in **********, ** and file Form 400, along with the $35 expedition fee. While there, I will ask them to go ahead and give me a copy of the title, so that I leave with a copy for *****************, in my hand. For many reasons, I do not trust Wells Fargo to email me or fax information back to me, as they have shown untrustworthy. When I meet the Wells Fargo employee in person, Ill be able to obtain the document directly.

  Business response

  09/15/2023

  Please see the attached resolution letter. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid off my mortgage at Wells Fargo Home Mortgage on July 6, 2023. I received a letter stating that "within 30 days of funds clearing or as required by law, Wells Fargo Home Mortgage will send the loan satisfaction or cancellation documents. It did not take Wells Fargo 30 days to retrieve the payoff from my account. It is now September 1, 2023, and almost 60 days. I don't have my documents. I have called four different times and haven't been able to get any answers or documents. I visited my ************************* and no records were on file. I want to receive the documents as mentioned. Each time I call Wells Fargo, I get a different scenario, and no one at Wells Fargo Home Mortgage can tell me what is happening.

  Business response

  09/11/2023

  Please see our attached response.

  Customer response

  09/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted Wells Fargo in June regarding assistance with mortgage payment.I was screen through a call only. I later received letter that my application was being processed.I was assigned to home preservation speicalist whose mailbox was full and stated year of 2017. Because her mailbox was always full I always I had to 0 out to speak with someone else. The one time I spoke with her I expressed concern as payment $300 higher and rate had doubled and higher than what I could afford. Response was only option and that was it. Her full voicemail, 2017 still on voicemail,tone and shortness pushed me to request new agent. After countless calls about temporary payment plan and status of account I notified every agent that I was no longer receiving any letters in mail. I was told an acceleration letter was mailed but I confimred i never received. 7/31 agent attempted to email but wouldn't go through. Very weird as I always get mail and emails with no issue. All of sudden i'm getting nothing. I called after this to complaint which was escalated. I received not follow up until August 28 where I spoke with *****. He was so helpful and broke everything down to me in way I could understand and possible future options since trial payment plan wasn't an option. Wells Fargo prides itself in saying if you have any issue with paying mortgage to contact them but when you do what they offer is realistic and almost puts you in position to lose your home rather than keep it. If I'm having issues how is raising payment by $300 and applying a doubled interest rate help me at all. In June we were talking about three payments and now more in rears which puts me closer to my home going in foreclosure. I want my home but couldn't committ to paying higher amount which would force me out even faster as I wouldn't be able to keep with payments. I was in line to receive state assistance but was declined due to this unrealistic offer of mitigation by wells fargo. No actual help is being provided.

  Business response

  09/06/2023

  Please see attached response

  Customer response

  09/06/2023

  Complaint: 20540026
  
  I am rejecting this response because:

  I spoke with **** today who informed me that there was nothing Wells Fargo could do with regard to offer.  Your letter states that you would assist customers with reasonable payments and assist to resolve the matter.  A reasonable payment was not offered and neither were the terms.  To see that I am already behind and your resolution is to increase the payment $300 and increase the interest from 3% to 6% is absolutley ridiculous.  How and why would I agree to these terms as it would put me further behind and quicken the foreclosure process.  I have been waiting since June for actual help and have received nothing but a run around. I have been bounced from person to person and then provided conflicting details n many occassions.  To say there was no errors found is a slap in the face as I kept track of most details and sure if you revisit your calls you will surely hear that I received limited help. Very few agents were helpful in this process and my own home preservation specialist wasn't helping.  The fact that I have spoken with over 10 people on and off to get to this point is ridiculous. 

  I was advised to reach back out to do this whole process again.  This is after whatever modification details were provided to the state for mortgage assistance turned my approval from them to a denial.  How crazy is that? The government was going to pay and details provided changed their decision.  Then everyone I talked to is telling me to go and apply for state assistance.  I did but whatever you provided caused my approval to be denied so not only did Wells Fargo not help but they hendered any help from any mortgage assistance I had. To top all this off i'm back at square one and told to apply for review again in hopes you can assist but not guaranteed. Not sure what waterfall is but to only consider one option and not many for a customer is unfair practice because that tells me you had more than one option and went with what you thought was best.  Your best is putting the customer at risk and not out of risk. 

   The conversation today and letter from **** only infuriated me as this all has been a waste of time and enery with no results and a bunch of lender garbage. Wells Fargo is not in the business of helping customers keep there homes which is why they have been sued and in financial trouble.  I'm sure I am not the only customer who continues to experience lack in help, communication, accurate details.  It's not until I file a complaint that I get three phone calls in one day.  It's a joke and Wells Fargo should be ashamed of themselves at how they conduct business with it's customers.  I advise anyone who is considering a mortgage loan to avoid Wells Fargo at all costs.  

  I appreciate all those who did help me along the way but can honestly say it was outweighted by the most unprofessional and lack of accountability and consistency received. You couldn't possibly pride yourselves in your customers because your work ethic, policies, and procedures would be better than this. I still have no resolution at this time and will be filing complaints with federal and state agencies.

  Sincerely,

   

  
  
  *******************************

  Business response

  09/15/2023

  Please see the attached Bank response. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On December 22, 2021, the process to have a home mortgage refinance/ deed assumption under my ex-spouse. I discovered on July 13, 2023; the process was not an assumption but a modification of the loan without assumptiona grievance complaint with an open case number *****************. On July 27, 2023, the indicated case was closed, and the case was handled properly. I opened a second case, number #*****************. On August 11, 2023, the final determination was that the process was correct. I have been divorced since 2013. I presented the bank, with a copy of the deed of trust to secure assumption from this property court stamp on June 13, 2014. When my ex-spouse and I finally completed the process, it was done incorrectly in 2021. The bank resolution, is for ******-spouse to refinance again, but that was the sole purpose. THEY SHOULD DO THEIR JOB AND COMPLETE THE ASSUMPTION ON THE MODIFICATION INTEREST RATE 2021. As a single mother working three jobs, completed my college degree, finished the assumption process on my personal home that will be soon paid off, and I'm now unable to obtain a personal loan, have been denied (even by Wells Fargo) and unable to refinance my school loans because of the bank assumption error/ resolution.

  Business response

  08/18/2023

  Please see attached response

• Initial Complaint

  08/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  wells fargo opened a escrow ac**unt on my ********************** due to home insurance laps. my home insurance ** was upc. due to unsettled claim **** opened a case that excluded my purchase of home ins. got claim dispute settled ********* and have secured ins from citizens. went to wells fargo to pay off and close escrow acc. they refuse to let me out of escrow and manage my own affairs as i have done my entire life. their reason is simply that its their policy and they can. they **uld ***** me a waiver, but refuse. my mortgage # ********* {no late payments ever}. figa case # 1-1127530779 closed 6-28-2023. the outstanding mortgage is app. ****** dollars and appraised at app. ******* dollars. i truly feel that its another example of wells fargos predatory banking practices that their very good at.

  Business response

  08/18/2023

  Please see attached response

  Customer response

  08/18/2023

   
  Complaint: 20451780
  
  I am rejecting this response because, i was prevented from buying insurance due to FIGA for 3 months  plus 30 day wait period for citizens policy. it was not intentional and due mostly to natural disaster. so wells fargo used the opportunity to place and escrow account on my **********************. yes they can do it, but definitely predatory. without escrow my mortgage payment would be ****** a month. as far as there sterling reputation, not one agency state, federal, or elder affairs legal. not one person had a good opinion of wells fargo. 
  
  *****************************

  Business response

  08/25/2023

  Please see attached response

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I experienced a highly unprofessional handling of my home mortgage process with Wells Fargo. The initial promise (made by *********************** before her medical leave on the phone) that my mortgage was ready to be signed following *************************** medical leave turned out to be misleading. Subsequently, my case was handed over to ********************* and *************************************, who exhibited minimal communication throughout the process. Even after successfully passing the co-op interview, the process of scheduling the closing hit a roadblock due to Wells Fargo's failure to respond to my lawyer's emails. Only after persistent follow-*** on my part did I manage to extract any updates.Regrettably, the lack of communication extended to critical details, such as their investigation into the building and its potential impact on my loan. It wasn't until July 19, 2023, that I was finally informed about this crucial matter. With my lease expiring on July 31, 2023, I found myself without a home due to the inability to promptly seek an alternative lender for the closing. Adding to this ordeal, *********************** recommended I obtain a mortgage from her associate after my initial loan attempt fell through, seemingly motivated by a referral commission.Considering the circumstances, I believe it is appropriate to request a refund for the appraisal fee, as the lack of communication and overall negligence from Wells Fargo directly contributed to this situation. Additionally, the failure to inform me about the unpreparedness for closing resulted in extra costs of $3,500 for accommodation, which I now seek to have reimbursed.In conclusion, the manner in which my mortgage application was handled by Wells Fargo was marked by unprofessionalism, inadequate communication, and a lack of transparency, which has led to substantial inconvenience and financial burden on my end.

  Business response

  08/17/2023

  Please see attached response.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began working with Wells Fargo Mortgage Company in early 2023 to purchase a new home. When a closing agreement occurred (June 13th, 2023), I immediately reached out to Wells Fargo, who indicated that I would be able to waive appraisal. There was an unclear reason why as I had not waived a home inspection. Afterwards, a home inspection was completed and a repair addendum which changed closing costs was given to me. At no time was I asked by Wells Fargo for the home inspection report nor was I asked by Wells Fargo if they needed an updated purchase agreement. We had our inspection completed, which noted minor roof repairs. We had the repairs completed on the seller's cost, and had an updated purchase agreement signed on June 24th, 2023. At this point, we continued to our closing on July 17th, 2023. On July 10th, I was notified by our lender that because an inspection found minor repairs in the roof, they would have to delay closing and rush an appraisal. I asked why this wasn't done when we were doing inspection but was told that repairs to roofing was the exception. I explained that as a first time home buyer, often inspections will lead to repairs, and I wasn't sure which repairs would lead to requiring an appraisal, noting that I clarified if appraisal was needed. Either or, an appraisal was rushed but pushed back our closing date. As the closing date was pushed back a week, my credit expired, and Wells Fargo noted that as it expired, they would have to re-check it, hurting my credit score. They did not tell me they were going to do so, and when they did, my score understandably dropped. They then called me back and told me my interest rate was higher and noted that if I wanted my continued rate lock, I would have to pay a 1/2 closing point. I have spoken to their complaint department extensively and was told on a recorded line that I should not have even sent in the new purchase agreement, which teaches me as a buyer to lie to my mortgage company. Please help.

  Business response

  07/31/2023

  Please see attached response.

  Customer response

  07/31/2023

   
  Complaint: 20365932
  
  I am rejecting this response because: no change other than apologies were offered. If changes cannot be offered due to policy agreements that the buyer has no say in, we will proceed to review the mortgage lending process poorly. We will take any assistance from the BBB if possible.
  
  Sincerely,
  
  *********************

  Business response

  08/04/2023

  Please see the attached Bank response.

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