Consumer complaint received 2015-10-30
Company: WELLS FARGO & COMPANY
State: CA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
Wells Fargo has inaccurately reported 30 day lates to my credit files, and refused to assist me in the resolution of the removal of these reportings. My name is XXXX XXXX, and I am a long time customer and student loan holder with Wells Fargo. My account number is XXXX, and this letter will address my XXXX student loans with the company. I took out these loans in XX/XX/XXXX to assist in completing my XXXX education, and sadly became extremely ill in XX/XX/XXXX, battling a serious illness. At this time, I was unable to keep up on my student loan payments ( among other debts ), while trying my best to keep finances in check while continuing to battle. While investigating my credit reports, I see the correlation of my illness to the delinquencies reported by Wells Fargo, beginning XX/XX/XXXX. You will note that prior to this year, these loans were always in excellent standing as well. We worked very hard to keep these loans from defaulting, and kept these loans under the 90 day late period at all times to prevent this. Sadly, due to the illness and lack of income, I had no choice but to pay these loans late during this time. 

\It has been stated that they are having difficulty approving the deletion of the 30-day late in question on my credit report for XX/XX/XXXX, due to a " non-bank error ''. This is both incorrect and misinformed, and the following explains why. 

On countless occasions in XX/XX/XXXX, I was misinformed by Customer Service ( Wells Fargo Representatives ) that in the next 30 days they would be honoring a debit card payment system to aid me in paying my loans over the phone and prior to falling 30 days late. This occurred at least six ( 6 ) times over XX/XX/XXXX ; leading to many 30 day late reporting to my bureaus. This is, in my viewpoint, a bank error -- a bank representative repeatedly misinforming a consumer, whom was diligently trying to pay their loans on time. 

In addition, as previously mentioned, the other payment methods offered to me were not viable options either, rendering it nearly impossible to pay my loan on time for this period during XX/XX/XXXX : 1 ) There was no Wells Fargo branch within XXXX miles of my residence, 2 ) Wells Fargo informed me that they could not utilize my online checking account for payment ( my only bank account at this time ), even using the routing number and account number, as the account did not come with physical checks. This occurred also on more than one occasion, and prevented me from paying my loans on time -- often leading to the need to mail in payments, which led to the payments posting late. These combined rendered it very difficult to pay my student loans prior to 30 day delinquency during the XX/XX/XXXX timeframe, in addition to blatant lies from CustAt this time, it is worth noting that my student loans with Wells Fargo have been current and in excellent standing for two ( 2 ) years now. By Wells Fargo refusing to assist me in the deletion of these 30 day late on my credit reports, there is no purpose being served other than to spite a customer in good standing, and whom was diligently trying to keep their loans current even in the face of illness and misrepresentation from Wells Fargo. 

Wells Fargo Student Loan Customer Care repeatedly misinformed me, the consumer, stating that debit card payments " would be available via phone within 30-60 days '' on more than one occasion -- Leading myself to assume that this would soon be a viable option, and to payments arriving late. This is Bank Error by misrepresentation. In addition, customer care often blatantly lied to me, stating that debit card payments would soon be available -- leading to further delays and delinquency. I am requesting immediate deletion of these alleged 30-day lates, given the reasons cited herein.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation