Consumer complaint received 2021-09-20
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
XX/XX/XXXX, To whom this may concern, I was just informed the Consumer Financial Protection Bureau ( CFPB ) is the agency where my complaint against Wells Fargo Bank needs to be. I have already summitted my complaint to the State of Californias Department of Financial Protection and Innovation ( DFPI ), which I was then referred to the Office of the Comptroller of the Currency ( OCC ), which I was then referred to the ( CFPB ). I have provided my affidavit along with supporting documents that pertains to this matter. 
XX/XX/XXXX, I called Wells Fargo inquiring about additional Covid-19 help/assistance. I outlined and explained my situation transparently and in good faith, as I was anticipating issues of continued monetary aid, because it was impossible to get in contact with the State of Californias Unemployment Department ( EDD ). I explained that my only income i.e., unemployment assistance may be running out along with the Federal extensions. I was told to call back when I was not able to make payment. During that phone call, on a recorded line nothing was ever mentioned that Wells Fargo no longer offers payment deferments that was made available during XXXX, as that program ended XX/XX/XXXX, which I was just recently made aware of. 
XX/XX/XXXX, I was issued my last unemployment payment and Federal extension, see ( EXHIBIT, 1 ). The State of California unemployment system is a complete disaster. My benefits were cut off with no explanation, what so ever. I have made many attempts to contact ( EDD ), via phone and by email, to no avail to get a better understanding as to why? 
XX/XX/XXXX, I reached back out to Wells Fargo, as I was directed to in order to see what my options were regarding any Covid-19 resources and/or support. I was passed around from CSR to CSR on a recorded line explaining over and over my situation, finally I was transferred to a department that I thought was for Covid-19 assistance, it was not. I ended up in the collections department. I re-verified my account again. Immediately, I was asked if I can make the payment that was due which at that time I could not, I was in shock, as I was under the impression Wells Fargo was here to help in these unprecedented times. I told the collections agent that I was going to reach out to the XXXX XXXX XXXX ( XXXX ) and the State of Californias Department of Financial Protection and Innovation ( DFPI ) and apparently my hot word comments triggered the collections agent to escalate this matter. XX/XX/XXXX, I received an email regarding the above, see ( EXHIBIT, 2 ) I received a letter dated XX/XX/XXXX, from XXXX XXXX , XXXX XXXX XXXX XXXX generated by XXXX XXXX, see ( EXHIBIT, 3A, 3B ). XX/XX/XXXX, I was deemed XXXX by my XXXX XXXX. XX/XX/XXXX, I reached out to XXXX, I left a voicemail. Following day, XX/XX/XXXX, I made contact with XXXX. I outlined and summarized my situation on a recorded line again. I was told that Wells Fargo no longer offers any Covid-19 assistance as they did back in XXXX. I asked why didnt the CSR tell me that when I spoke to them back in XX/XX/XXXX, no answer, however I was offered to be transferred to the payment plan department , I declined, because I have no source of income, which is needed in order to be part of that program. It would have been a complete waste of time for both parties. I told her I wanted to escalate this matter to her immediate Supervisor. Same day, I received an email referencing the above phone conversation, see ( EXHIBIT, 4 ). 
I received a letter dated XX/XX/XXXX, from XXXX XXXX, with the Research and Remediation Analyst Executive Office, see ( EXHIBIT, 5A, 5B ). It states the same remedy and provided a Service Apology which is in my view is Wells Fargos indirect way of saying pay up regardless of your situation and that is highly unacceptable. In addition to that, it states Previous case We have confirmed a resolution was provided for previous case number XXXX ; in addition, we have attached a copy of the resolution for your review, there was no attached letter of resolution. I respectfully request that Wells Fargo provide that for my records. XX/XX/XXXX, a voice mail was left for me by XXXX from Wells Fargos Executive office. XX/XX/XXXX, I called XXXX back and left a voice mail at XXXX, no response. 
XX/XX/XXXX, I called back to follow up with XXXX, I entered her extension number XXXX, it was answered by XXXX on a recorded line. I outlined again my situation with him. He said there was no case notes or even knew who XXXX was? I was beyond aggravated and very agitated. I told XXXX to make a note to have somebody from the Executive office call me after XXXX ( PST ) same day, as I had prior engagements before then. I never received a call that day whatsoever. Same day, XX/XX/XXXX, I was instructed to resubmit a new claim for unemployment per the direction of ( EDD ), also at that time I filed for XXXX assistance, see ( EXHIBIT, 6A, 6B ). XX/XX/XXXX, I was notified by ( EDD ) that a request for an extension has been submitted, see ( EXHIBIT, 7 ), that was prompted by my email to ( EDD ) XX/XX/XXXX, requesting feedback about my cut off payments, see ( EXHIBIT, 8 ). 
XX/XX/XXXX, I reached back out to XXXX, because I had not received a return call that I set up with XXXX, as mentioned above. At that time XXXX mentioned that my case was closed. She informed me that a call was made that I requested XX/XX/XXXX, to the only number on my file XXXX, that call never took place, something is not adding up. I became very agitated and was not at all happy in regards to how Wells Fargo was handling this matter, so I requested to escalate this to her immediate supervisor. I was given XXXX XXXX name and XXXX. I was told either one of them would be contacting me within 24 to 48 hours. If I had not followed up with this matter it would still be sitting dormant, as I have not received any notifications via mail, email or via phone to date regarding a case closure. 
XX/XX/XXXX, I missed a call from XXXX, she left a voicemail prompting me to call back for further assistance. I was unable to take the call, as I was without my notes to discuss this matter. XX/XX/XXXX, I returned her call, I spoke with intake CSR XXXX on a recorded line and gave her specific instructions for XXXX to call me after XXXX ( MST ). It is obvious to me that XXXX did not look at the notes in the case. I missed her call, as she called me at XXXX ( MST ). It is beyond me, as to why Wells Fargo can not follow through with simple instructions to contact me at a specific time to remedy this matter. This was the second time I specifically dedicated a time for a call back and Wells Fargo failed miserably. I had to call back again, I spoke with another CSR and again reverified my account, as XXXX was in a meeting at that time. 
I was told that XXXX would call back in 30 minutes, she did. I outlined my situation again on a recorded line, only to be given the same answers that XXXX and XXXX had offered me, however I brought to her attention the information I found online that clearly states Helping you during these uncertain times, see ( EXHIBIT, 9 ). I do not see that being the case in this matter. I also found online regarding Loan and line of credit relief that Wells Fargo was offering on a case-by-case basis and other resources, see ( EXHIBITS, 10A, 10B, 10C, 10D ). Exhibit, 10A, was printed on XX/XX/XXXX and Exhibits 10B, 10C, 10D, was printed on XX/XX/XXXX. This is 8 months after the deferment program had ended XX/XX/XXXX. That tells me that there is help/assistance available, but it appears its at Wells Fargos discretion which is no help to consumers like me in this particular situation. ( EXHIBIT, 11A, 11B ) are screen shots of my Wells Fargo app sign on page, it clearly states assistance, resources ( plural ) and support are available. Also, Wells Fargos on hold recording provides the same information. I find this to be very misleading and unethical, because it gives consumers a sense of hope that there are various outlets for help, when in fact there is only one resource for help which is a payment plan, something is not adding up. 
I was denied any other assistance, as I was again referred to the only resource for assistance, which is a payment plan, which in order to be part of that program you have to have verified income. I again outlined my financial situation and it appears to me it fell on deaf ears again. XXXX was no help whatsoever. During that conversation, I take full accountability for using vulgar language, due to this matter exacerbating/triggering my documented ( XXXX ) XXXX condition and I sincerely apologize about that. 
Wells Fargo is on the threshold of a Law suit for mental anguish due to this matter, which I did inform XXXX. I feel that there are other alternatives that could be exercised, but Wells Fargo refuses to go there. I have made all my past payments on time and have been very forth coming and transparent regarding this matter from the beginning. I have been struggling and fighting to save my outstanding credit report for over the past year due to circumstances to no fault of mine and Wells Fargo refuses to recognize that. I am on the threshold of losing my outstanding credit rating and another vehicle, if I do not get any approved income from the State of California. 
I have no other alternative, but to get the ( DFPI ) and ( BBB ) involved to expose how this banking institution handles these matters. I have taken two other banking institutions to these authorities i.e. ; XXXX XXXX and XXXX XXXX XXXX XXXX within the last year and was very successful by showing a pattern of unethical business practices. I hope that Wells Fargo can see the bigger picture in order to remedy my situation. 
Finally, in my view the world paused completely on the onset of Covid-19, which created a bottle neck of issues later down the road for situations like this to no fault to the consumer. It is not fair to consumers to be treated like this to be bullied and forced into situations like this. In addition, today XX/XX/XXXX, I received an email from Wells Fargo, asking me to update my income, in order to potentially increase my credit limit. Wells Fargo had the audacity to send this out to me and I feel very confident to millions of other consumers. I find that appalling and extremely unacceptable. That program in my view is designed to bury the consumer even more, see ( EXHIBIT, 12A, 12B, 12C, 12D, 12E, 12F ) Wells Fargo has a tarnished past and this pattern of behavior is just another black eye for Wells Fargo. I can assure Wells Fargo I will be taking this matter to the media along with all the other unscrupulous businesses to expose what I have been dealing with for over the past year regardless of outcome, it all has been very well documented with all the outcomes in my favor. The ( DFPI ) has already provided me contacts for Attorneys at Law for this type of situation from my previous claim with XXXX XXXX. I will be heard and counted. 
CONCLUSION I respectfully request the ( DFPI ) to investigate this matter in its entirety to remedy this matter. The remedy I am seeking is full relief of my outstanding debt due to the extreme levels of emotional anguish. Wells Fargos adverse actions has caused me extreme adverse effects mentally. This remedy would be in lieu of a class action Lawsuit. I strongly feel I am not the only consumer that is faced with this situation. 
Respectfully, XXXX XXXX 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 monetary relief