Consumer complaint received 2017-09-15
Company: WELLS FARGO & COMPANY
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
The " Manage Alerts '' settings on my student loan account has been set to inform me via email 3 days before the payment is due since I got my student loan. I have searched my emails and I have never got any emails from Wells Fargo prior to a payment. Wells Fargo has sent me emails when my student loan payment was past due, yet I never opted to receive them in my " Manage Alerts '' settings nor is there such option to receive such emails. 

Wells Fargo froze my online banking access for a long period of time and did not inform me of doing so. The site just prompted me to verify a code that they sent to my old phone number that I no longer had access to. The first time I called about it, they told me that they changed the password requirements and that, when I asked what the new requirements were, my old password met all the " new '' requirements ; they did not have an answer for this. I then updated my phone number with them, verified that the number was correct on my online banking account, and tried to login but I never received the verification code text message upon requesting one several times. I called a second time, they told me that the reason I could not login was because they froze my online banking access due to inactivity ( which I may point out is a entirely different reason than changing password requirements ). 

Next, I called student loans. I told them of this situation and I asked them to remove all late fees during the period of time of freezing my account. They told me they would remove two and then proceeded only removed one late fee. 

In conclusion, Wells Fargo prevented me from accessing online banking for several months without notice, has failed to inform me of my upcoming payments despite the fact that I specifically have my settings from them to do so, has sent me emails on past due balances that I did not request nor does Wells Fargo have my consent to send, lied to me about the amount of late fees they would remove from my account, and, therefore, have charged me late fees/claimed interest for a loan in which they have failed to follow the agreement, between myself and Wells Fargo, to : provide me access to online banking, provide me with the ability to pay my loan through online payments, inform me of changes made to my online banking account and its policies electronically, and provide me with accurate/true information from their customer service representatives as well through their online banking service. 

Attachments : wfevi = screenshot from wells fargo online banking showing that I had opted to receive emails 3 days prior to when each payment is due.
Screenshot = inbox search for " wells fargo student loan '' with no emails for payment due in 3 days. Just late payment due emails. 

Evidence for other claims can be provided upon your request.

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