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Business Profile

Mortgage Lenders

Wells Fargo Home Mortgage

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Lenders.

Complaints

This profile includes complaints for Wells Fargo Home Mortgage's headquarters and its corporate-owned locations. To view all corporate locations, see

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Wells Fargo Home Mortgage has 2 locations, listed below.

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    • Wells Fargo Home Mortgage

      PO Box 10335 Des Moines, IA 50306-0335

    • Wells Fargo Home Mortgage

      1 Home Campus Mac X2302-02j - Des Moines, IA 50328-0001

    Customer Complaints Summary

    • 196 total complaints in the last 3 years.
    • 56 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This began with Wells Fargo in September 2024. I found a new home community that I was interested in purchasing in. I submit a preapproval request for $800,000. My assigned mortgage consultant approved the request. I took that request to the community and placed my (large) deposit on the home. In late September 2024/early October 2024, the mortgage consultant requested that I submit the application for the loan. I told her that I did not want to submit the loan application too soon since there house has not broke ground, yet. Also, after speaking to another loan officer , the loan officer informed me that I should seek out a loan at least 75 days prior to the close of the home. However, the Wells Fargo mortgage consultant kept on insisting on completing the loan application. When we spoke, she always talked about how "great she was with customers and she makes things work." I told her that I wanted to wait to complete the application. In November 2024/December 2024, the consultant "pressured" me to submit the application. During the process, she indicated that I would have to pay 3 additional fees, along with the rate buydown fee. I told her that I did not want to submit the application as indicated and did not want to pay those non-refundable fees (it was holiday season and I did not have the extra funds for that at the time). She went as far as to get her manager's approval to waive those fees for the time. She then submitted the application. The application was returned with a DENIAL status. I asked her what caused for the denial and she could not tell me why. I was very upset with this: (1) I was pressured to submit this application, (2) it caused my credit score to decrease; (3) I felt that I could not get "away" from this consultant; and (4) I lost my large deposit because of this preapproval. After speaking to a few loan officers in the past couple of months, I was told that Wells Fargo should NOT have even preapproved me with sales price.

      Business Response

      Date: 07/07/2025

      Please see attached bank response; enclosures have been forwarded to the customer.

      Customer Answer

      Date: 07/08/2025

       
      Complaint: 23479250

      I am rejecting this response because:  I still feel that they came up with excuses on how this was determined to save their reputation and their consultant's when I have proof  of 3-4 other loan officers statements.

      Sincerely,

      ****** *****

      Business Response

      Date: 07/15/2025

      See attachment for reference 

    • Initial Complaint

      Date:06/16/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was thinking about refinancing my home and I have contact Wells Fargo home mortgage since Im already have home loan with them. ***** ***** ******** was assisting me with the home refinance. He upfront charge me close to $800 for home appraisal fees later on I have the appraisal done which is it can completely shock me because it doesnt lineup with county well as order appraisal that I have done. My house is 3040 ft. the appraiser appraise my house at 2700 ft. Praise on my house for $350,000. ( able to view only through within wellsfargo site) At this point, I feel discouraged about doing business with Wells Fargo, I let Gunar ***** ******** know that I wanna withdraw from refinancing however I would like to have a copy of the appraisal which is I never received. Since it is a false report and did not get copy of the appraisal. I file for dispute with Wells Fargo credit card. They dismissal my dispute. And favor wellsfargo home mortgage since. If I pay anything, I am entitled to copy if not, I should give fully reimburse They have been ignoring me and my request for many months Today, June 13, 2025. I have reached out to them again through email requesting copy of my appraisal. Im unsure if they will provide me with appraisal for their reason, Im filing complaints here. Well, as will be filing with attorney general.

      Business Response

      Date: 07/01/2025

      Please see the attached Bank response.   

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Recently I called about getting late fees reversed. I was told I could only get one fee reversed. The problem is, I have called several times before. I either get hung up on or placed on hold for eons. I explained I am battling health issues and needed a break on the late fees. I hate the fact they make it seem as if Im not human. I have been doing business with them since 2003.

      Business Response

      Date: 06/23/2025

      Please see the attached Bank response. 

    • Initial Complaint

      Date:06/10/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back in 2019, my mother passed away. At the time of her passing, she had a line of credit on a property located at ************************************************** As her only child, I took over the financial responsibilities of paying the monthly payments. Since the property was set up as a life estate by my grandfather prior to his passing in 1991, and there were no other assets that needed to be transferred, I did not need to file anything in ****************** Probate Court. This was confirmed by an attorney. I have since refinanced the mortgage through ******************* The closing was on January 15, 2025. The mortgage is now in my name, not my mother's. The final payoff was $55979.27. I need to know the breakdown between the principal portion and the interest. This is needed to finalize my 2024 tax return (per my tax accountant). I have left "**** ****" *************) two messages requesting this information as she helped back when my mother passed away. First, she has not returned my calls. Second, she has not had anyone else reach out to me in lieu of her returning my calls. This is very unprofessional on the part of Ms. ***** To ignore an existing customer is not only rude, but is disrespectful and unprofessional. While the mortgage may have been paid off, I am still a customer of ********************************************* Bank with both business and personal checking and savings account and a credit card. And, since my mother is deceased, releasing the breakdown should not be a problem. I have provided Ms. **** with three options to send the requested information: mail, email, or fax. Attached is the wire transfer showing the account was paid off and two screenshots showing where I left Ms. **** two voicemails. Each file is named accordingly. I have given her ample time to respond.

      Business Response

      Date: 06/17/2025

      Please see attached bank response. 

      Customer Answer

      Date: 06/17/2025

       
      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.

      Thank you

      Sincerely,

      ***** R *****-******

    • Initial Complaint

      Date:06/06/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 16 I closed on my house that I sold. The property sold was located in **************, ************. My home mortgage was with Wells Fargo. Prior to closing, Wells Fargo mailed me a document that had the wiring instructions and mortgage payoff amount. This document was emailed by me to the settlement company on May 8th in preparation for closing.For some reason, the account number on the ********************************************* document was fraudulently changed after it was received at the settlement company without my awareness. So, after closing, the $132,903.07 was wired to the wrong account. My ********************** therefore has not been paid off. The fraud aspect of this situation is being investigated by the local police and has been reported to the ****Why I am making this complaint is that both the settlement company (************************) and the bank that wired the funds to Wells Fargo (***********************) say that Wells Fargo is not cooperating and will not speak with them. According to the detective investigating this case, *********************** has reached out several times to Wells Fargo to recall the wire. Was informed that Wells Fargo has not responded to any requests. According to the settlement company, Wells Fargo provided them with a Case number (*********) on May 21st. But has not communicated with them or *********************** since then.I am hoping that the BBB can help me by reaching out to Wells Fargo concerning this issue. I desperately need this nightmare to be resolved.Thank you for any assistance that you can provide me.

      Business Response

      Date: 06/20/2025

      Please see the attached Bank
      response. 

    • Initial Complaint

      Date:06/05/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am attempting to refinance my house with Rocket Mortgage. My house is currently with Wells Fargo. I am needing the original title from them but they said they dont have it. Wells Fargo wont return my phone call. Would you please help me.

      Business Response

      Date: 07/07/2025

      Please see attached bank response; enclosures have been forwarded to the customer.

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Wells Fargo sent a mortgage reimbursement check for *********************************** and my ex wife. I have no contact with her and we are divorced. Wells Fargo refused to return the money, because they said they cant change the wording of the check to **** or ******. They also said it is not their responsibility to divide the check into 2 payments of 250 each. I offered to send them proof of divorce as well as the address she resides at to remedy the issue. The check came to my address and I returned it to Wells Fargo. I consulted with my attorney and he said he didnt understand what the issue would be, in changing the language of the check to **** or ******, or sending separate checks to each residence. I cant believe that I can be the only person that this has happened to. Thanks for looking into this for me and others that Wells Fargo refuses to acknowledge !

      Business Response

      Date: 06/06/2025

      Please see the attached Bank response. 

      Customer Answer

      Date: 06/09/2025

       
      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

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      WellsFargo Mortgage Company took and dispersed my entire escrow account and mistakenly in error paid the homeowners insurance for another client, Im told that the ** system hallucinated and made the mistake of withdrawing my entire escrow account to pay the insurance for another client with the same last name, note that my homeowners insurance for my own property had previously already been dispersed and paid. No confirmed resolution has been provided or seem trustworthy and I feel violated and distrust the morality of this company.

      Business Response

      Date: 07/08/2025


      Please see the attached Bank response.

    • Initial Complaint

      Date:05/12/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As of January 1`st 2025 I am tax exempted on my house being a 100% disabled veteran. I am only to pay $402 a year out of the escrow for the following; Fire fee of $150 and a Sanitation fee of $252. I received a notice from Wells Fargo stating that my Escrow was will show a shortage of ******** for the 2025 thru 2030. That they were increasing my mortgage payment from $790 to $988. I have sent Wells Fargo the letter from the Long County Board of ******************** showing my tax Exemption on or about February 10th the Tax Assessors sent them the notice on April 17th and again I sent them the notice on or about April 15th. I received a notice from Wells Fargo that because of a increases in the millage my mortgage will be increased almost $200 a month. I dont by law pay taxes on my property. As a matter of fact my home owners insurance has dropped as well. Where are they getting there info to make this increase on a disabled veteran? I live on disability

      Business Response

      Date: 05/22/2025

      Please see attached bank response; enclosures have been forward to the customer. 

    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've notified Well Fargo about my current home insurance twice with ******** via email, but They have failed to make a 8 min phone call to ******** to validate my home insurance. They have illegally obtained another insurance policy. ** provides 0 customer service even they Have made over 4K in profits from Home mortgage policy last year alone.

      Business Response

      Date: 05/09/2025

      Please see the attached Bank response. 

    Wells Fargo Home Mortgage is NOT a BBB Accredited Business.

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