WELLS FARGO HOME MORTGAGE

Our original mortgage in 1991 was with Norwest which was turned over to Wells Fargo when Norwest went out of business.  At first we were OK with their service -- nothing particularly good or bad.  We refinanced when interest rates went down and we received a Freddie Mac loan with WFHM as the servicer.  When rates were dropping to below 4%, I contacted the WF mortgage person but didn't hear back for a couple of months. His excuse was that everybody wanted to refinance and he didn't have time to get back to everybody.  Before we had a chance to get a refinance, the country was going into the great recession and I was let go from a government position of almost 25 years.  We had been in our house for close to 20 years without any serious late or missed payments so figured we had a good history to stand on to work out something we could live with.  .Within the first three months, I contacted WF regarding our situation as advised.  The comedy / tragedy of bungling, employee errors, lost papers, bad advice that they denied giving, one offer to refinance at almost 20%, more lost papers, no return calls, being asked over and over again how we got into this situation, being reminded that we had signed an obligation to pay and had no excuse, numerous conflicting information from different WF departments,  getting paper work mixed with other home owners (one denial was based on not receiving our "divorce settlement" papers although we have been married over 20 years and never divorced -- another time I was asked to provide financial information on a self owned business in California that I had nothing to do with and we live in Minnesota). Several times sheriff's sales were posted for our property even though we were doing everything they asked us to do including successfully going through 3 trial payment periods.   We finally filed a complaint with Freddie Mac and the US Comptroller and were "escalated" to the "WFHM Executive Offices".  At that level, I would call daily, leave a request for a return call and hear nothing back.  We finally heard from them to be told that we were denied again because we had not responded to their contacts.  I had kept a log of date and time of when I called, who I talked and told them that.  In the end we finally received a mortgage modification two weeks before a review was due on our situation by Freddie Mac.  But somehow, the supposed workout did not result in a lower monthly payment as promised and we now somehow owe $30,000 more than when this descent into h*** began

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Over the course of several weeks, we had received several documents by mail with "welcome" information about the college fund. However, when we reviewed the enclosed documents we discovered that the WF representative had not submitted the correct information in the application and several days later received our cashiers check in the mail indicating the application was not processed because of incomplete information.
This isn't the first experience of questionable service from Wells Fargo - there have been other moderate issues related to our accounts over the past several years.

I would not feel confident recommending Wells Fargo to handle this type of transaction to others.

In  Apr 2011, I was approached in the Eden Prairie WF office who offered to renew my HELOC.  He quoted a interest rate of 4.25% and I was again told by the Banker there were no additional changes.  Again WF attempted to raise the interest rate to about 5.25% after the application was approved.  Since I could not get straight answers, I did not compete the application process.