Consumer complaint received 2023-03-09
Company: WELLS FARGO & COMPANY
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I phoned Wells Fargo in XXXX and inquired specifically about the details of the COVID 19 Mortgage forbearance program. The representative told me I was not eligible to participate because I was current on my mortgage. The said you must be behind on your mortgage two months to be eligible. They recommended I not make two mortgage payments and call back to enter the program. I explained this was not something I wanted to do as I know what missing a mortgage payment could do to my credit. They said part of the benefit of the program is it is not reported as late on your credit. I followed their instructions. When I called back in XXXX to go into the program a different associate told me that was not the case and in fact that the only was I could enter the Covid forbearance program was to be current. I was very upset and explained this is the complete opposite of what I was instructed to do. They stated the other associate must have been thinking of the mortgage modification program. In that program you do have to be behind in order to go into the program. I then explained I did not phone about a mortgage modification program as I have a 2.75 % fixed rate on a 15 year loan why would I want to modify that?!? They apologized and said I would need to pay the months I just was told to miss in order to be eligible. I then paid the two mortgage payments and enrolled in the Covid program. After participating in the program, and following all steps as I was told I made whole all of the payments and paid off the deferments. 
I applied for a cash out refinance loan in early XXXX ( not through Wells Fargo but through other banks ) and was denied the loan for one reason and one reason only. Wells Fargo reported and continues to report a 30 and 60 day late to the credit bureaus. My credit score is over a 725, I have little to no debt on revolving cards, no car payment, no student loans, no bankruptcy, no mortgage payments in the 10 year history with Wells Fargo. The only thing on my credit causing me to be denied the loan is the 30 and 60 day late Wells Fargo told me to do and specifically told me would not be on my credit.

I have tried for two months to have this corrected and no one is willing to do it. Instead saying they can not find the phone call where I was given misinformation. I even went so far as to sign an affidavit saying the call took place and Wells Fargo admits to having the call that took place in XXXX but will not provide me with a copy of the call or an accurate transcript. Instead the have provided a skewed summary of it. It is clear Wells Fargo has avoided making a correction because it does not want to admit it made a mistake EVEN after I offered early on to sign a hold harmless letter. I am writing to have the 30 and 60 day late as being reported to the credit bureaus removed as I would have NEVER done this if it were not told to me it would not affect my credit. Everyone I have spoken to at Wells Fargo has refused to give me the phone number or any contacts in their legal department. XXXX XXXX XXXX refused to transfer me to his manager or provide me their extension. I have recorded calls and witnesses to the calls trying to resolve this with him. He refused to take action, instead repeating the same script talking points each time we spoke with no resolution. He himself has admitted not all calls at Wells Fargo are recorded including his own so I found it reasonable to record the calls myself after nothing was being done to help me.

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