I am writing to formally express my deep dissatisfaction with my recent experience inquiring about a home loan with Wells Fargo.
Initially, I was assisted by a representative named William, who was helpful and seemed knowledgeable. During our first conversation, he promised that a rate lock would be secured the same day. He mentioned that he needed to speak with his team about finalizing some numbers and assured me he would follow up shortly.
Unfortunately, that follow-up never came. Despite several phone calls and numerous transfers to different departments and representatives, many of whom were unprofessional. I was never able to reach William again. Emails to him went unanswered, and I was later told he had gone on vacation without processing anything related to my loan inquiry.
I also attempted to reach William’s supervisor, hoping for some clarity and accountability. Unfortunately, I encountered the same result, only voicemail boxes. I left several voice messages for both William and his supervisor, but never received a single response from either of them.
What’s most frustrating is that when Wells Fargo needed something from me, I received calls and emails promptly. But when I needed assistance or follow-up, I was completely ignored. At one point, I was even laughed at on the phone while being transferred. Another call center representative dismissively told me she had already helped me three times and could do nothing further.
On top of everything, I have wasted an enormous amount of time trying to get clear answers, proper communication, and basic customer service. Hours were spent on the phone, repeating the same information, with no progress or accountability. My time and effort were completely disregarded.
I escalated the issue by filing a complaint with Wells Fargo corporate. I was told the matter would be investigated and I would receive an update last week, but once again, no follow-up occurred.
This experience has been nothing short of disappointing and unacceptable, especially coming from a major financial institution. As someone who holds two credit cards with Wells Fargo, I have already stopped using one, and once I pay off the other, I intend to close both accounts. I no longer feel confident entrusting my financial matters to your institution.
I expect a formal response and resolution to this complaint. More importantly, I hope Wells Fargo takes steps to improve the consistency, professionalism, and accountability of its mortgage and customer service teams.
Aly Renshaw
Mar 2022
Don't expect to close on time if you go through these people. It apparently takes them 10 days after the day you were supposed to close to finally get around to sending out the closing disclosure. So now we get to close 13 days late.
Sylan C.
Sep 2020
All I asked WF is to properly subtract my entire principal payment from the balance like they should have done on the date of payment. Wells Fargo is trying to commit fraud again! All I asked them to do was fix this so-called mistake and they refused. They just gave me the run around! No idea what they did????? All I know is WF is charging me interest on my incorrect balance!By accepting the principal payment and having it printed on the receipt, WF entered to an agreement to accept the principal payment! I should have been not been told it would go towards my balance if it was not going to be at the time of the deposit! Principal payments go directly towards the balance only, not interest!Principal payment is simple math. The entire principal is subtracted from the balance only! They do not need to contact me to confuse the situation or try and convince me what they did is correct! This is not the first time Wells Fargo has done questionable activities, in fact there is a Netflix (Dirty Money) special just on Wells Fargo illegal activities. This is why they have commercials that state: earning your trust back.... Now the question is how many customers is Wells Fargo doing creative accounting on or hidden fees!?
Kevin Tang
I am writing to formally express my deep dissatisfaction with my recent experience inquiring about a home loan with Wells Fargo.
Initially, I was assisted by a representative named William, who was helpful and seemed knowledgeable. During our first conversation, he promised that a rate lock would be secured the same day. He mentioned that he needed to speak with his team about finalizing some numbers and assured me he would follow up shortly.
Unfortunately, that follow-up never came. Despite several phone calls and numerous transfers to different departments and representatives, many of whom were unprofessional. I was never able to reach William again. Emails to him went unanswered, and I was later told he had gone on vacation without processing anything related to my loan inquiry.
I also attempted to reach William’s supervisor, hoping for some clarity and accountability. Unfortunately, I encountered the same result, only voicemail boxes. I left several voice messages for both William and his supervisor, but never received a single response from either of them.
What’s most frustrating is that when Wells Fargo needed something from me, I received calls and emails promptly. But when I needed assistance or follow-up, I was completely ignored. At one point, I was even laughed at on the phone while being transferred. Another call center representative dismissively told me she had already helped me three times and could do nothing further.
On top of everything, I have wasted an enormous amount of time trying to get clear answers, proper communication, and basic customer service. Hours were spent on the phone, repeating the same information, with no progress or accountability. My time and effort were completely disregarded.
I escalated the issue by filing a complaint with Wells Fargo corporate. I was told the matter would be investigated and I would receive an update last week, but once again, no follow-up occurred.
This experience has been nothing short of disappointing and unacceptable, especially coming from a major financial institution. As someone who holds two credit cards with Wells Fargo, I have already stopped using one, and once I pay off the other, I intend to close both accounts. I no longer feel confident entrusting my financial matters to your institution.
I expect a formal response and resolution to this complaint. More importantly, I hope Wells Fargo takes steps to improve the consistency, professionalism, and accountability of its mortgage and customer service teams.
Aly Renshaw
Don't expect to close on time if you go through these people. It apparently takes them 10 days after the day you were supposed to close to finally get around to sending out the closing disclosure. So now we get to close 13 days late.
Sylan C.
All I asked WF is to properly subtract my entire principal payment from the balance like they should have done on the date of payment. Wells Fargo is trying to commit fraud again! All I asked them to do was fix this so-called mistake and they refused. They just gave me the run around! No idea what they did????? All I know is WF is charging me interest on my incorrect balance!By accepting the principal payment and having it printed on the receipt, WF entered to an agreement to accept the principal payment! I should have been not been told it would go towards my balance if it was not going to be at the time of the deposit! Principal payments go directly towards the balance only, not interest!Principal payment is simple math. The entire principal is subtracted from the balance only! They do not need to contact me to confuse the situation or try and convince me what they did is correct! This is not the first time Wells Fargo has done questionable activities, in fact there is a Netflix (Dirty Money) special just on Wells Fargo illegal activities. This is why they have commercials that state: earning your trust back.... Now the question is how many customers is Wells Fargo doing creative accounting on or hidden fees!?