I applied for home refinance under XXXX guidelines at Wells Fargo who is my current lender. I asked the first customer service representative if it mattered if I receive mail at a different address other than my primary address and was told that my mailing address did n't matter. I was also told that I had until XXXX XXXX, 2015 to pay off my small XXXX mortgage. A few days later, a second customer service representative called me who now says that my mailing address does matter, and I have to submit proof of receiving mail at my primary address. The only bill I receive at my primary address is my trash collection bill, which is what I submitted. I then receive a phone call that my loan was denied because I could n't prove my primary residence and because I did n't pay off my XXXX mortgage ( even though the XXXX of XXXX had n't arrived yet ). A few days after that, I received a call from the XXXX customer service representative who now says he wants to help me get the loan and that I was only denied because I had n't paid off my XXXX mortgage. I ask him about the address problem, and he was n't aware of it. I ask him to send me an email confirming tentative approval pending XXXX mortgage payoff and he said he would. I did not receive the email nor did I receive any follow up phone call. After a couple of days, I called and asked to speak to a manager who apologized and made excuses for the misinformation but told me I was still denied. I believe I was deceived by Wells Fargo and was denied a XXXX refinance because they would have lost revenue by refinancing my higher interest rate loan to a lower interest rate loan. 
