Consumer complaint received 2017-10-19
Company: WELLS FARGO & COMPANY
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't temporarily delay making payments

Complaint:
A letter was received at my mother 's home on XX/XX/XXXX advising that my student loan has come out of forbearance and that I would need to begin making the payments unless another forbearance was applied. I immediately reached out to Wells Fargo and they advised that since I did not take any courses during the previous Spring semester that my loan came out of forbearance and that I would need to have it reinstated. I asked what steps I needed to take to resolve the issue before my payments were made due. They emailed me a form that was to be taken to my University Registrars '  office, filled out and faxed back from the University directly. The next day, I took the form, had it filled out and faxed. I was not made aware of any additional steps. Two weeks later I received another letter stating that another payment would be due on XX/XX/XXXX. I called Wells Fargo back to see why my loan had not been put back in deferment yet and they said that they never received my form but that they Cal State school system updates on XXXX XXXX so I could just wait until they received my automated enrollment verification through their system and that any lates would just backdate. I was n't comfortable with the idea that I might show a late on my credit report so I asked a supervisor, XXXX, what my options would be. He took a look at my account and said that I could send him a verification of enrolment form myself, so I did. The information that I provided was not sufficient for them as it did not include the dates of enrolment for this current quarter. I asked if I could submit an academic calendar or something of the sort and I was told that I could not. XXXX suggested that I go back to my school, have another form filled out and then fax it to Wells Fargo directly. I drove back to my University, got the form completed, faxed it back to Wells Fargo, called to make sure it was received and then told that I needed to wait 10 days for my form to go through processing. At this point, its XX/XX/XXXX and I knew that they would be reporting any lates to the credit bureaus and let XXXX know that I really did not want to risk a derogatory mark on my credit report and asked if there was any way for the process to be expedited because I am not in a position financially to make the {$240.00} dollar payment. He said it would n't be a problem and that he would personally take care of it. ( XXXX was great, very professional and respectful ). At this point, I am feeling much more at ease only to receive a phone call from XXXX 15 minutes later. He called to let me know that he was n't sure why no one had let me know sooner, but I was not eligible for another forbearance period. I did not understand since I am still in school. He let me know that he would be transferring me to another department to see if I could be granted an exception. I was immediately transferred and a woman ( whose name I can not recall ) asked me a great number of questions such as " why is it taking you so long to complete your degree '' " how many times have you changed your major '' " how many times have you changed institutions '' " what type of work do you do now '' " why are n't you able to make the payments now but you will be able to make them next year ''. All of her questions felt demeaning and quite condescending. I told my truth and hoped for the best. She too told me that it would take 10 days to process so I retold her my story ( like I have already done at LEAST 8 times in the last week because clearly, no one at Wells Fargo communicates within the company ) and that I was not in a position financially where I was able to make the payment or risk a derogatory mark on my credit report. I recently decided to return to school full time and am working part-time to pay the bills I currently have. I did not have time to plan to spend an additional {$240.00}. I was contacted the next day to let me know that my request was still being reviewed and that I would be contacted the next day. The next day I received a phone call to let me know that my request for forbearance was denied. Very cut and dry, the only option was for a loan modification. I asked on what basis my request was denied and she let me know it was because I have exceeded the number of times that Wells Fargo allows for deferment. I said that I thought that was the reason for the exception and she said that I did not meet the qualifications for the exception. I asked what those qualifications were and she said that there are no specific guidelines, that it is based on the discretion of the processor. This is what bothered me the most, I asked over and over what qualifications I did not meet and they could not tell me. I could tell that they were getting frustrated as well because they became very rude and disrespectful. I was then transferred to XXXX. XXXX had me go over the entire situation AGAIN only to tell me that the best she can do is request a one-month extension to make up for the lack of communication to me. She agreed that I should have been told on XXXX XXXX ( the first day I called ) that I was not eligible for another forbearance period. I asked her also what the eligibility guidelines were for an exception on the forbearance. She did not have a response for me either. She kept saying over and over how lucky I am that I was granted forbearance for as long as I have had it and that most students do n't need so much time and how it 's not Wells Fargo 's fault that it has taken me so long to complete my schooling. She had absolutely no regard for my XXXX XXXX ( XXXX and XXXX ) or the fact that I have been working full time since I was XXXX years old. I am doing my best to be an asset to society and in my humble opinion ; it seems that the majority of students in my situation do n't take as long as I have to graduate because they do n't bother finishing. This entire situation has left me with incredible anxiety ; finishing schools, trying to work more hours at work all while doing my best to balance my family. I am deeply dissatisfied with Wells Fargo 's deception, manipulation and disrespect. I hope that no student ever has to go through the absolute nightmare that I had to go through.

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