Consumer complaint received 2021-07-19
Company: WELLS FARGO & COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX, I was offered payment deferral assistance through the Wells Fargo app for the third time. I was provided legal disclosure ignore minimum payment notices, no late fees, etc. This was identical to previous offers, but I still screenshotted this just in case. On XX/XX/XXXX, my statement showed a late fee and I immediately opened a complaint. I was told there are only two rounds of payment assistance and it wasn't possible to have a third be offered. A week or so later after my initial complaint, about five or six weeks after the initial deferral in which I was told to stop paying, halfway through the second of two statement cycles that I was to defer, consumer lending wrote me a letter saying my application for deferral has been denied -- an application which does not exist in any form and is only offered to the customer as it was to me, and they said during my initial complaint and for every one of the four or five complaints I've filed in the six months since, that application can not exist because they do not offer it three times. They have never since acknowledged this letter in their dozen plus repetitions in telling me third payment deferals even as an application do not exist at all.

After hours of my time spent trying to get in contact, almost six weeks after I opened this initial case, in mid XXXX on XXXX XXXX XXXX, did I finally reach my case agent who reversed all late fees and promised if I gave a picture with screenshot of the legal disclosure from that day, that I would receive credit reporting relief. I sent that to her as we were on the phone. She responded shortly after saying there needed to be a date. Since this was an iPhone, the only thing you can do is bring up the date the picture was taken and include that in the screenshot as well, which I did on XXXX XXXX. I never heard back from her after this and she said she would respond if there was an issue, and I assume the reversal had taken place.

A few months later, this hasnt occurred. I opened another case, denied per usual, with the agent refusing to return my calls. I went into a branch and that first agent was reached by phone, and claimed I never asked about credit reporting. A new case was opened and sent to credit reporting. They concluded that they must report as it happened, as the customer paid as agreed. Only, we agreed to a payment deferral for two months through XXXX and XXXX, so this is wholly inaccurate. I complained further with WF two more times, as well as to the XXXX. Only once I got to the XXXX, received the same letter with the same reasoning that there is only two covid deferral assistance offers, and had the case reopened with the XXXX did I receive a call from a WF agent for the first time since XXXX. Even with about four complaints filed inbetween. She wrote they dont offer three rounds of assistance, and the photograph that I provided did not have a date ( previously not acknowledged as existing ) and they have no evidence that I was ever offered such a thing. She has refused to answer calls over two months since her letter. The second reviewing agent of the XXXX  complaint never returned any of my calls after making that first call I referred to above, and I finally received a letter from her which basically said that nothing they did on their end was incorrect and literally attached the XXXX letter from the first XXXX complaint. Which is all they've been doing, outside of the credit reporting agent XXXX - repeating the same thing over about how their policy is there can only be two, which was violated by them in making a third agreement with me, and that everything I said is made up. 

Ive never missed a late payment prior to that month in my history as a consumer. Wells Fargo plummeted my credit score by XXXX points due to their negligence and at this point, fraud. Please note I only have documents from after I went into the branch, and had the case open with the credit reporting department, I foolishly discarded the notices I was saving as I had taken the XXXX agent at her word this would be fixed. They refuse to give me these notices, or even acknowledge them, so hopefully you will have more luck than I. I have every notice since that branch visit in XXXX attached, as well as the XXXX bank statement that shows me making my payments to bring the account current ( by the XX/XX/XXXX due date per the agreement ) after receiving both interest and fee reversals on XX/XX/XXXX, and sending the attached email of the screenshot per the agent 's request immediately after on XX/XX/XXXX. 

To conclude, They gave me a third offer of covid payment deferral assistance, identical to the first two offers, and I have been fervently trying to resolve this issue since the moment I received the XXXX statement with late fee on XX/XX/XXXX. They are refusing to acknowledge the offer as existing, even with their consumer lending department doing just that, and refuse to acknowledge the dated screenshot I sent them as they requested in XXXX.

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