Consumer complaint received 2017-07-17
Company: WELLS FARGO & COMPANY
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with additional add-on products or services

Complaint:
To Whom it may concern : This complaint is against Wells Fargo for mishandling of my accounts and misguiding me through the setup of a mediation hearing. On  XXXX / XXXX /17, I addressed Wells Fargo with concerns about a personal loan I feel was mishandled. I have attached that letter for your review. Since I have sent that letter, I have spoken with a handful of employees to try and correct the matter. I have had four separate Wells Fargo employees apologize and confirm that I should have never been given that APR rate in the first place.
After months of going back and forth, my savings and checking accounts were closed without communication, which resulted in my loan APR increasing because I no longer had a checking and savings account. I was also not informed about this interest rate increase. I was than contacted by the Wells Fargo Mediation department. They reached out to me to assist as they have a new marketing strategy to make things right. I was told that they would research the claim and report back to me. After a few days I was called and offered {$1000.00}. I asked if that was all. The employee stated it was and I would be taking a risk and might not get anything in mediation. I asked to think about it. I was called again and offered {$1500.00}. I asked if they had found out if one of their employees was found to be mishandling my accounts and I was told that I was not allowed to know anything about what Wells Fargo had researched. I asked than what would be sent to the mediator and I was told that a packet of information was already being sent out and I would receive a copy as well. This information was not disclosed to me until after I was offered two small monetary amounts to avoid mediation. I informed the employee that I wanted to review the documents first before I decided how to proceed. The packet arrived late and the initial loan in question was omitted from the packet. I contacted the employee and he stated it must have been an oversight and a new one would be sent immediately to the moderator and me. The packet only contained my initial letter and basic paperwork from my accounts. It did not contain any emails or information I had. I received another call from the employee offering {$2000.00}. I was told that I would have the chance to tell the mediator anything I wanted but that I may not be awarded anything and I should think about the {$2000.00}. I stated that I felt Wells Fargo was not putting my best interests first and I felt I needed a mediator.
Between the time I chose mediation and the mediation appointment, I had another monthly payment to make. I have always paid on time. When I signed into the online account the payment options showed my next payment was due in  XXXX . I thought I had forgot I paid and I signed off. I second-guessed and signed back on. The layout of the online account had been altered showing   XXXX   but when I clicked on it,  XXXX  payment showed a two month value. I used the additional payment option to pay for  XXXX  and took a screenshot, which is attached to this complaint. So I chose mediation and the online options were altered which could have resulted in me missing a payment, a late fee and making me look as though I was delinquent before a mediation hearing. That is unethical and unacceptable. I emailed the employee again and informed him of the situation. I was told I should talk to the support center and he only deals with mediation scheduling. I asked if the screenshot could be sent to the mediator. I was told that Wells Fargo doesnt use screenshots as they are not legal documents. I than asked if the Mediator was given any of my emails. I was told no and he had only the packet that was mailed to him. I stated I was uncomfortable that everything was going through Wells Fargo and I had no option to send the mediator more information. Only than was I informed that I could send additional information but the timing was bad as we were going into the weekend and mediation was scheduled for   XXXX   XXXX     XXXX / XXXX /17. Since my communication about the online account changes, the online account has returned back to normal.
Today,  XXXX / XXXX /17, I received a call at   XXXX   XXXX   from a Wells Fargo employee just 30 minutes before the mediation call. He had heard I may want to add information and I could postpone the meeting. I elected to postpone the meeting for a few reasons : 1. I was not given all of the information in regards to what could be given to the mediator 2. I felt I was being rushed into mediation without fair opportunity to compile my case based on the withholding of information about the process unless I specifically asked the right question.
3. It is clear that Wells Fargo does not intend to fix the damages their company has inflicted onto trusting customers. They wanted to avoid mediation for a low price. They wanted to go through mediation without providing all necessary information for both parties. They would not submit the online screenshot demonstrating a tactic to set me up so I would be delinquent on a payment just before mediation.
As a responsible, hard working person who has tried to manage my finances I need assistance against a large corporation that has way more resources than I do. This entire process has caused severe damage to my day to day life. Wells Fargo has a known pattern of behavior when it comes to mishandling clients and accounts. The corruption has been proved. They have accepted guilt but are not willing to provide customers with what they are owed.
I am asking for all of the money I have paid to be given back and for the loan to be forgiven as consequence for the unethical actions taken by Wells Fargo against me. There is no way to describe the feeling of distrust I have for Wells Fargo. They have caused much stress and suffering to me and my family. Wells Fargo took back   XXXX   XXXX   dollars from the executives that left the company but they are not willing to do what is right and clear my debt. A debt that would be responsibly paid off by now had I not been lied to about my first interest rate. I have had four different employees apologize and tell me I should have never been given that rate.
Thank you for your immediate attention to this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation