Complaint Rating:

Company information:
Wells Fargo Home Mortgage
United States

We're getting our home refinanced, and Wells Fargo is the holder of our 1st mortgage (they bought the loan from another company). I work in a small office in a sea of cubicles next to co-workers, and everyone not only knows your personal business when you talk on the phone, but they know that you are conducting personal business at the office (which is discouraged). So my husband, who travels for his business and is home for long periods at a time, makes our personal calls when he is home.

When he called Wells Fargo last week, an operator named Chad told him that they just needed to get my authorization for him to talk for both of us, and we would be all set. Apparently, what Chad at Wells Fargo told us was not true. After getting my "authorization" (which I sacrificed some of my lunch break to do at his request), what he provided my husband with was no more than what we could have gotten by typing "GFE" into a search engine. We had to provide all of the details to fill in the form (except for the interest rate and Wells Fargo's fees). Chad did nothing but type what we said into a standard form. That was disappointing.

The upsetting part came today, when my phone rang at work. It was Chad. He said that he was "having trouble" reaching my husband (who was sitting next to the phone at home, so I'm not sure what the trouble was). I apologized for our lousy home phone service, and asked him to try again. His response to me was "and what are the last four digits of your social security number?" Thinking he was confused, I apologized again and told him to please call my husband, since phone calls at work were not good for me. You would think he would understand, and not want to jeapordize the job of his own mortgage borrower in such a tough economy. Instead, he became rude and started arguing with me on my work phone!

He told me that I had not filled out the proper paperwork to authorize him to talk to my husband. I reminded him that I had just done what he told me to do - and that if there was any paperwork to fill out, to please send it to me at my home address or email it, and I would return it as soon as possible. His response floored me - he said "you're the one who has the issue with talking on the phone, so if you're going to be difficult for me to deal with, we're done." I was stunned. I said "excuse me?" Yep - he repeated it. All I could say was, "Wow, that was really rude. I can't believe you speak to customers that way." How is requesting paperwork he told me I needed to fill out being difficult? I assume it's because there is no such paperwork, and he lashed out when he was caught in a lie.

He then proceeded to rattle off his his first and last name for me very arrogantly, as if daring me to complain to someone about his harsh manner. I would gladly print the name here if I didn't already know for sure that he lied about not being able to reach my husband at home - so I'm afraid he gave me someone else's name, too. We'll just call him Chad P - he was working the phones at 10 AM on 10/7/08.

I'm still in shock. We're refinancing now just to get away from Wells Fargo. It's more than they don't care about their customers - they attack them!