Consumer complaint received 2020-04-06
Company: WELLS FARGO & COMPANY
State: TN
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
I need to add some background 1st I live 10+ miles from cell service so I must leave the house and go to town to make calls I have crippling XXXX and not normally available during the day Wells Fargo made a change to customer verification in the last few months yet deny it they ask for account numbers and ssns over the phone but can use online account ID or phone numbers yet their personal are not trained properly most reps argue with me and I have called corporate 4  times to complain and explain how insecure that is and also told I can in fact use my online ID, before the issue I am reporting now had already been looking for other banks Collectively I have spent 36+ hours on hold trying to get this issue resolved I had consistently explained the issues I was having as well as the 1st 2 I stated here and offered only an oh well call back later, even after escalating to corporate twice I have been trying to defer payments on a personal loan My payment for my loan was due Mon the XX/XX/XXXX Wells Fargo set up payment assistance for COVID-19, however, this line is not open during normal business hours they open late in the morning and close at XXXX which I did not know the 1st time I called which was a few days after they set up the line I called the customer service line and was told they can't do anything, a few days after I called the personal loan line which they said they can't do anything either but told me to call the line they setup for covid-19 about a week later I was able to call during the day so I tried the line it was a friday and at that time the line closed at XXXX on Friday of which I didn't know at the time by the time I got transferred and had done holding they were closed, last Thursday I called early in the morning after being on hold hours got transferred to the line, after holding hours I get someone it turns out they transfered me to the wrong person of which I was transfered again this time presumbly to the right line and was on hold for 5+ hours then the sound went out I thought it was just due to being on hold so long so I waited about another hour when I decided to call back thinking it was a bad connection turns out they are closed and they shut off the switchboard without warning nor notifcation I had been on hold all day and it was nightime out of options I went home, called friday in the morning almost was done holding my call dropped I called back and as it was friday I assumed the closed at XXXX when I called back after the dropped call I was to late I would not have been off hold till after XXXX but decided to keep holding becase if a person or 2 dropped out of line I would be ok, lost signal again, decided insted of sitting in my car again all day to go to my parents house for better signal, called main line hold time of 2+ hours I get someone they could not help and the call dropped after calling them back I found out without warning or notfication they changed the hours on the covid-19 line and now it was open till XXXX m-f no differant hours on friday meaning they were open so I hung up and called the line after being on hold till XXXX I figured like last time they would just shut off the phone, they did not they still were serving people so I stayed on hold for 9+ hours it was finally my turn I was getting ready to say something then they hung up on me, so I called the general line was on hold 2+ hours as was mad as a hatter after threating to report this here, the XXXX, ftc and the meda I finally go to someone willing to help me even apologizing for the over day long hold time and rude and unhelpful behavor of his colleague and after I explained I could not call the covid line back mon due to my payment being due he presumably ( He told me he did ) put a note on my account explaining all this as well as what I wanted and assured me it was done and I didnt need to do anything else and while he could not give me details due to it not being his dept he said my deferment would be takin care of, I check my account this afternoon ( mon, XXXX ) and the payment came out and was not deferred

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 non-monetary relief