WELLS FARGO HOME MORTGAGE

With out a doubt the worst customer expierience I have ever had. I want to say that I hoped that it would be a different experience than we had, as we are exisiting Wells Fargo Customers. We have excellent credit ratings and have ourselves been in the Mortgage Industry for over 20 years each. From the start it was evident that this company did not want our business. We applied on 8/16/2013 and were told that we would be contacted to set an an appraisal of our property...which we were happy to pay for...my husband is a licensed appraiser and we were very confident about the value of our home...however, we rec'd a call back approx a week later stating that they used an automated valuation system...which if you know anything about them, they are unreliable to say the least. As I was explaining this to the loan rep he said we could submit other comparables to be reviewed. We had a realtor supply the comps and submitted them the very same day. To this day (9/17/2013) we have not heard a word back from this company. Which having been in the industry is a compliance issue. We have since taken our business elsewhere and rec'd an immediate credit approval, an appraiser came to do an inspection and we just signed our closing papers today...a time frame of just 1 1/2 weeks from start to finish. We are thinking of pulling our first mortgage from Wells Fargo based on the shoddy treatment, lask of customer service and compliance issues.

First off let me start by saying that prior to this expereince I had been a long time Wells Fargo customer. All my personal banking accounts, my wife?s accounts, and her son?s accounts were held with Wells Fargo. My current home loan, which I have refinanced twice, had all been done through Wells Fargo. I had been a loyal customer and was quite happy with the service that had been provided and had no hesitation in bringing my newest home loan business to Wells Fargo. After this "transaction" I would have 2 loans with this company. When my wife and I first started working with Brandon Williams (our mortgage broker) we were quite satisfied. He took time to review our situation and we felt confident in the information we were given by him. The situation I refer to is that my wife was a new grad from nursing school at the time and she had not completed her license boards and was currently in the job hunt. So there was a possibility that it would be solely my income being considered for the loan. All things considered we were given a pre-approval letter for $375,000 which we later increased to $410,000 for the purposes of purchasing the home we were under contract for. At this point we had currently had submitted our loan application and were still left with the impression that we were not underfinanced for our home purchase. We had been keeping Brandon abreast of my wife's job situation throughout this entire time and at this point she had no luck in here job search. We had even suggested that we should exclude my wife from the loan and ask one of our parents to co-sign but again assurances by him that we would ?make it work? with the two of us as is. Brandon then had a 2 week vacation planned to which he assured us would not impact our loan processing and that all the necessary work could be done in the 3 weeks we had until our close date upon his return. Let me also state that the loan we chose was an FHA loan, on a foreclosed property, there were escrow instructions, penalties for us and our agent for a late close and the seller was an out of state bank. All of which Brandon was of course aware of. Upon his return from his vacation, Brandon called my wife and informed her that were nowhere close to being able to finance the amount we needed for our home and that we needed to ?figure something out?. Let me mention again that we had suggested needing a co-signer earlier in the process but were left with the impression that as long as certain conditions were met (i.e. having our current home rented, with a lease and first and last month?s rent, which we were able to do) I would qualify on my own without my wife having an income. We then scrambled to get my parents put on the loan as co-signers and once Brandon had all of their information is where the wheels really started to fall off. At this point we were a little over a week from close and we were forced to go to the sellers for a closing extension. Thankfully there had been other delays on their side and a 2 week extension was granted without penalty to us. On 9/26 my wife called Brandon to get an update as to where our loan was and get assurances that we were going to meet our new close date. During this conversation Brandon became GROSSLY unprofessional with my wife, implying that we were inundating him with e-mail and phone calls and that we needed to leave him alone to do his job. He also implied that meeting our new closing date wouldn?t be possible saying that it would be a minimum of 3 to 4 weeks more. Let me assure any readers this was not our first experience with home loans, this was our second home purchase with 2 re-financings in between. I am quite familiar with the process and we were FAR from inundating him with calls and e-mails. We simply wanted an update on our loan and have confidence that our new closing date would be met being that, we were his customers after all. My wife and I had also seen numerous references to Wells Fargo?s ?Quick Close Guarantee? which seems to be no better than the paper or web page it?s printed on. Extremely bothered by Brandon?s attitude, we proceeded to contact his manager Mikhail Burdeen to make him aware of our issues and Brandon?s poor customer service. I reviewed the day?s earlier happenings with Mikhail and he assured us he would talk to Brandon about keeping us up to date on our loan process and he would follow our loan internally to make sure it progressed smoothly. I also told Mikhail that I felt Brandon owed my wife an apology for the way he spoke to her. He proceeded to defend Brandon saying that he was a professional and that it must have been a "miscommunication". I told him there was no miscommunication about Brandon?s conversation with my wife to which he replied he would ?talk to him? about it. My wife never received any apology what so ever from Brandon. On 9/29 I was contacted by Todd, a recorder in the underwriting department, asking for more documentation from me. During this conversation he mentioned that my wife had been taken off the loan due to her school loan debt and having no income (up to this point she had been on the loan even with my parents co-signing). This came as a surprise to me as it was the first I was hearing of it and even Todd was surprised Brandon hadn?t been in contact with us about this. Now while I understand necessity of doing this I am more than a little upset by the fact that Brandon didn?t contact us to tell us it was being done. Part of this is due to the fact that my wife had verbal confirmation of employment but no offer letter yet. If we had been called and informed of this change, we would have shared this information and had the opportunity to keep my wife on the loan and take my parents off as co-signers. We were told we could do this still but it will only delay our loan further. On 10/5 I made contact with Mikhail again, to try and get an update on the loan as Brandon had not been in contact with us in any way since 9/27. Was told by Mikhail ?I will call you back in 5 minutes?, he never returned my call. On 10/6 I called Mikhail again and again was told he would call back in 5. An hour later he called. I AGAIN inform him of Brandon?s lack of communication and the fact that I have no idea of what is going on with my own loan. I also said I had grave concerns we were nowhere close to being ready for closing (6 business days away) I postulated about how much money I needed to have in home loans with their company before I could get 5 minutes of Brandon?s time for an update. He said he would ?get and update for me? and get back to me. He called back, said we would have an answer from underwriting by noon tomorrow and that Brandon would call that night or the following day and update us on what is going on. The next day I did not get my update and finally called Mikhail and left an admittedly angry message reminding him he owed me an update and that I still hadn?t heard from Brandon (I was extremely frustrated at this point). He did call back and didn?t have an answer as to when our loan would close. Brandon did however call later with an update and informed us we would not meet our close date and that the loan would be out of underwriting on at the end of the week. As I mentioned before, our loan has escrow instructions. One of those instructions is that the loan be at escrow 5 business days before close, also that funding must be received for the loan 1 business day before close. Neither of those conditions were going to be met. Our real estate agent had reminded Brandon of this several times and when last reminded of this by our agent, Brandon?s response was ?we don?t adhere to that, we have our own process?. Our loan eventually closed, not on time, but fortunately without penalty to us. I have since pulled all of my accounts with Wells Fargo and will NEVER do business with this banking institution in the future.

Our bank referred us to them because they don't have a mortgage company. Everything was fine. The guy went to my husband's office a couple of times to drop off papers if we couldn't get there when they were open.

They have easy Internet access for our account. They had prompt responsiveness by their customer service. We ended up going to a different mortgage company because we found a lower interest rate, and they weren't able to compete with that.

They have a really nice website for looking at your balances and statements in different columns. I was able to get my taxes reduced because I am 100 percent disabled and I called them so they wouldn't hold so much out in escrow. The guy that took care of it was great.

Bill was great. He kept us informed as the loan was being processed. The interest rate was the lowest I could find anywhere else. There were no surprise costs and the fees were generally lower than most. I would use him again highly recommend him to anybody else in the market for a home loan.

Bill was a great mortgage consultant, the process was very smooth from start to finish, and he was always available when we had questions. He is very knowledgeable and good at explaining the details. He is organized and responds quickly to phone calls. We do not hesitate to recommend him. We have bought and sold many homes, so had been through this before, but we think Bill would also be good with a first-time home buyer. Our situation was a little complex due to the timing of the sale of our previous home, and Bill handled everything very well.