WELLS FARGO HOME MORTGAGE

Difficult, terrible, inept, rude, defensive, unresponsive. We started with one agent and then they changed us with no explanation. When pressed there was no real reason given. Endless delays, poor explanations and communication, a system in disarray and expensive! At the 11th hour we involved the manager who finally got it done. Do not refinance your property with these folks who don't really know what customer service means and don't care.

As interest rates dropped, we began investigating refinancing options. Beginning in April 2012, we contacted WF repeatedly - by email, telephone, and in person - for specific information so that we could make our best informed decision. Each time a period would pass with none of the requested/promised material coming, I would write or call, speak to yet another WF employee, be told that there is no record of my previous requests (all very polite, but disingenuous after hearing the same script multiple times), and then - nothing. Concerned that we would lose the opportunities that the temporary lower interest rates would provide, we worked through our credit union to begin the refinancing process through them - at 2.625% (fixed) on a 15 year note. Once our credit union began the process (assessment, credit report, title search, etc) WF increased it's email advertisments and USPS mailings to us. During the title search, our Line of Credit account with WF was blocked (understandble) so that our Autopay account had no backup; WF reopened the Line of Credit, took that month's first payment from it -along with a $75 service charge - and then closed it again. This, despite my driving into town and paying that month's first payment by check, well before the grace period was over. Then we're told that the $75 charge is to pay for the previous year's Line of Credit, and an additional $75 was required for the recent use - so here we have to pay for an account that we are closing, to an institution we are trying to leave, that appears unable/unwilling to provide information concerning the management of our account, yet that has no qualms about attaching "service fees" for moving funds within a family's accounts around. I cannot recall ever having experienced a situation where an institution so casually regarded our financial assets as their own. All the WF employees we met with while trying to sort out this mess were pleasant and professional. Most appeared uncomfortable when I would explain what seemed to be happening - even more so when they would look into the situation and see that what we were describing was indeed happening. Somewhere beyond the WF branch offices, I believe that decisions are made that do not have the best interests of their consumer base in mind.

The next step was the appraisal. My home was appraised $41,000 lower than my loan which I disputed. There were errors in the general description of my house which I had a realtor review and advise me for a rebuttal. The final result was that I needed to find 3 houses within 1 mile of my house that sold in the last 6 months to use for comparisons. I live on an island of 800 people and this was not possible. It was a blocking action by Wells Fargo to end my ability to obtain a fair appraisal. End of subject.