Request to REFINANCE HOME MORTGAGE LOAN currently with Wells Fargo Bank , N.A . Home Mortgage Division. 
XX/XX/XXXX I contacted a Wells Fargo Agent ( XXXX XXXX XXXX ) requesting to REFINANCE my current home mortgage loan. Current Interest Loan on my mortgage is 5.625 % After several phone discussions XXXX XXXX e-mailed me XXXX " Approximate Loan Cost Illustrations '' I chose the XXXX loan cost illustrations with the interest rate of 3.500 % ( see attached exhibit titled " Wells Fargo Approximate Loan Estimate ''. ) I also e-mailed XXXX XXXX asking for a " Loan ( Rate ) Modification ''. He responded by saying he does NOT 'Rate Modification ' but " ... .understand that a loan modification is usually do n't ( done ) for an extenuating circumstance, not just to improve the rate on your current mortgage .... '' XXXX XXXX asked me to call XXXX for assistance on loan rate modification. I called this toll free number and spoke to several Wells Fargo Agents such as XXXX XXXX, XXXX " XXXX '' and so on. These agent ALWAYS hang up on me without concluding our conversation. 
I called XXXX XXXX back agreeing to proceed with the application for the Refinancing of my mortgage loan at the " Approximate Loan Cost Illustration '' showing the interest loan of 3.500 %. We both agreed on this interest rate when XXXX XXXX told me that " Wells Fargo 's internal record of my mortgage payments showed that I have been late more than XXXX-times in the last one year. '' I tried to explained to him that for years now Wells Fargo has been making successive mistakes in the way the bank apply my loan payments. XXXX XXXX terminated our conversation and transferred my call to another Wells Fargo Bank 's Customer Service toll free number which nobody answered. 
XXXX XXXX ( Executive Mortgage Specialist ) XXXX, extension XXXX I called XXXX . XXXX several times and left a message for her, with my phone number, but XXXX XXXX XXXX NEVER returned my call. ( Note : In the past, on another issue, XXXX . XXXX sent me a letter ( dated XX/XX/XXXX ) with her phone number encouraging me to call her if I have any question on my Wells Fargo mortgage. Whenever I called her, the voice message will say " I am in the office today ... XXXX please leave your name, phone number and mortgage number .... '' I was never called back. 
QUESTIONWhy will Wells Fargo Bank ( Home mortgage division ) not want to REFINANCE my mortgage? 
REQUEST. 
1. I will like to REFINANCE my home mortgage loan with Wells Fargo at today 's Interest rate of 3.500 % as e-mailed to me. 
2. XXXX APPLICATION TO REDUCE MY MORTGAGE : I requested to REFINANCE my mortgage and NOT through XXXX XXXX from Wells Fargo. Pls stop sending me solicitation for a XXXX XXXX to reduce my mortgage. 
