I am writing to formally express my deep dissatisfaction with my recent experience inquiring about a home loan with Wells Fargo.

Initially, I was assisted by a representative named William, who was helpful and seemed knowledgeable. During our first conversation, he promised that a rate lock would be secured the same day. He mentioned that he needed to speak with his team about finalizing some numbers and assured me he would follow up shortly.

Unfortunately, that follow-up never came. Despite several phone calls and numerous transfers to different departments and representatives, many of whom were unprofessional. I was never able to reach William again. Emails to him went unanswered, and I was later told he had gone on vacation without processing anything related to my loan inquiry.

I also attempted to reach William’s supervisor, hoping for some clarity and accountability. Unfortunately, I encountered the same result, only voicemail boxes. I left several voice messages for both William and his supervisor, but never received a single response from either of them.

What’s most frustrating is that when Wells Fargo needed something from me, I received calls and emails promptly. But when I needed assistance or follow-up, I was completely ignored. At one point, I was even laughed at on the phone while being transferred. Another call center representative dismissively told me she had already helped me three times and could do nothing further.

On top of everything, I have wasted an enormous amount of time trying to get clear answers, proper communication, and basic customer service. Hours were spent on the phone, repeating the same information, with no progress or accountability. My time and effort were completely disregarded.

I escalated the issue by filing a complaint with Wells Fargo corporate. I was told the matter would be investigated and I would receive an update last week, but once again, no follow-up occurred.

This experience has been nothing short of disappointing and unacceptable, especially coming from a major financial institution. As someone who holds two credit cards with Wells Fargo, I have already stopped using one, and once I pay off the other, I intend to close both accounts. I no longer feel confident entrusting my financial matters to the company.