Wells Fargo Mortgage Loan Refinancing Atlanta, Georgia

I currently have a mortgage on a house with Wells Fargo.  A loan representative called me and promise me a lower rate that I was paying even though during our conversation I explicit mentioned that this home was rented and by consequence I did not expected to be entitle to any program. Even though I said that shed stated that they have a new program and it won’t be any problem. After that they asked for all kind of documentation which I sent, and they mentioned that they needed an appraisal, money that I sent too. After that they have done nothing but find lame excuses to delay and deny refinancing. The conclusion is that processor has no idea of what she is doing   They are either entirely incompetent or deliberately misleading. The appraisal came fine,  but she mentioned at that time that the house was an investment and by consequence I will have a different rate and I will need to bring money to the closing.  Once I confront here and her boss about that the only think that I received was I did not understand what you said.  I was so disappointed because in all documentation that I sent was including the rent stubs of the properties. Frustration and feel impotent to come across, because even English is my second language I was very clear to convey everything. At this point with my husband out of job, and 2 kids a college,  I cannot afford to throw money away.
Stay away from Wells Fargo!