This email was sent on 11/11 to Mark Oman, senior VP of home mortgages and CEO John Strumpf (Wachovia/Wells Fargo) with no reply or acknowledgement that it was even received as of 11/13/09. Mark. [email protected] and john. G. [email protected]. The last names were omitted in the email below for this post.
I am writing this email in regard to a recent experience with Wachovia/Wells Fargo for a home mortgage. I feel it is important for you to know how customers are treated and how devastating a bad experience can be. I apologize for the length of this email but feel it is necessary. My son is purchasing a home in Charleston, SC and requested a home loan from you. He is a first time home buyer. He was approved 9/28/09 by Wachovia and provided you all with every document requested and in a very timely manner. He was to close on the loan, originally on Nov 6 and called Wachovia numerous times to ensure everything was in its proper place to make the closing happen and was continuously reassurred that it was. Wachovia was given a check from me early October in the amount of $411 for his appraisal. His mortgage consultant, at Salisbury NC, downtown branch was Mary Beth. We made it clear to her that we wanted the closing on Nov 6th in which she confirmed. My son had electricity, water, gas, cable scheduled for transfer to his new home for this date but you all could not come through. He had to cancel his transfer of electricity, water, gas, and cable and reschedule that for Nov. 13. I had to reschedule the moving help, truck rental and pet sitter and we both had to reschedule time off work as I am helping him move and I live in NC. He learned the loan was turned over to Amy when he could no longer locate Mary Beth, and Amy started fresh and anew with the process, looking for things like tax info, proof of insurance, gift letter info, ect, that had already been provided but we graciously provided it all again and gave builder information, realtor information, and attorney info and all contact info. We also made it clear to her that we needed to close but that we already have had to reschedule everything because Wachovia failed to help us get this done. We requested the good faith estimate in which we never got one from anyone. We discussed everything again with Amy and she assurred us we would be ready to close Nov 13 and that everything was done. Since we had not heard anything from Amy in some time we tried to contact her to learn that the file had been turned over to someone else. My son, also got a letter from a Pam requesting information that we had already sent in so he attempted to call her twice and could not get her and he could not leave a VM because her VM was full. So he was referred to Shannon. So I contacted Shannon to ensure that she had everything she needed for the closing and reminded her that we had to close on the 13th of November and she gave no indication that we could not do that or that she needed additional info.in her defence, I learned today that she is not the mortgage consultant but an assistant. She then called and requested the gift letter and proof of insurance again, and we graciously provided that again as well. Of course the truck rental, moving help, pet care and time off work was rescheduled for the 13th of November. Then today, I get a call from Bonnie stating they forgot to order the appraisal and that we would not be able to close on the 13th because the apprasial report would not be back until November 17th. She just ordered the appraisal Monday of this week. (Now Wachovia was already made aware that we had a contract with the builder that we had to close by the 20th of November and that was mentioned to everyone we talked with and that we did not want to wait to the last minute to close). Bonnie states she did not have our attorney contact information, said the file was unorganized, stated you all did not have the proof of insurance information, and made numerous excuses like people were quitting, she had too much work to do, her boss Jennifer was sick and that she was working today on her day off (three days before our closing) as if she just started on the file and as if I would be impressed with her effort. She also told me she contacted my attorney but that they were closed and she could not get them today. However, when I called the attorney's office today, I was told they had been there all day and received no calls from Bonnie. When I called Bonnie back, she could not give me the number she called so I gave it to her again for the attorney and she said she thinks she called another client's attorney and thought it was mine. What kind of customer service is that, that you cannot keep your files separated? Bonnie again told me she did not have proof of insurance so I, once again, faxed that. For the third time we have had to reschedule the electric, gas, water, cable, pet sitter, moving help, rental truck and time off work for November 20th, pending a forgotton appraisal report. I requested the good faith estimate from Bonnie today and was told her printer is out of ink. Now I am not trying to be ugly here, but I am very frustrated, as is my son, and honestly feel that this is not how Wells Fargo wants customers treated and I feel this is totally uncalled for. I cannot believe this has happened to us. It is a simple home loan. We have been given false hope on numerous occasions that everything is ready to close and it is not and has never been. I don't think I will ever understand this type of customer service. I can only hope you will intervene here in some way and beg you to help us get our closing on November 20th as this is in our contract with the builder to close by this date. After current treatment and poor customer service, I wonder if it can happen and doubt it will unless you intervene to help us. Thank you in advance for your help. Judy Shives
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