Consumer complaint received 2015-07-08
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
I have been denied access to making payments online for my Wells Fargo HomeEquity line. I have been attempting access since XXXX XXXX. Was told that myaccount shows a previous Bankruptcy filing so I will never have online access. MyChapter XXXX Payment Plan Bankruptcy filing was discharged in XXXX XXXX ( sevenmonths ago ). The Chapter XXXX was filed in XXXX. This account has been paid asit should for the last 5 years and was not a part of the Chapter XXXX payment plan. 
I have attempted numerous times to request online access. In addition, my XXXXmortgage is with Wells Fargo and I have always had online access. I cannotunderstand why there would be XXXX separate processes within the same company. 
In addition, it is a hardship for me to have to call and wait " on hold '' time and timeagain each month to make a payment " over the phone '' when I could just as easilymake a payment in a couple of seconds online. I find this is an unfair practiceespecially since I met all the requirements under my Chapter XXXX Payment Planand paid this account every month. Based on the current Wells Fargo HomeEquity policy, I am forever penalized/banned from having online access to make asimple online payment because I filed Chapter XXXX. ( Even though I met all thefinancial payments on this account which, by the way, was not handled under theChapter XXXX Plan ). In addition, in my attempts to get online access, I was givenvarious responses on how to get access and I complied with each process that Iwas given. Here are my notes:XX/XX/XXXX Spoke with online services regarding getting online access. They sent me back to regular customer service. Was told that account should be viewable in 3 days. 
XXXX/XXXX/XXXX - Spoke with XXXX was told that I was unable to see account because itis still listed as being in Bankruptcy. Need to find out when this designation will beremoved. Spoke with XXXX ( XXXX ) in the Bankruptcy Dept. She submitted arequest to review the account for a status update so the Bankruptcy flag can beremoved. Requested that the loan be removed from Bankruptcy in order for online access. Requested that I check back by Monday of next week. She also notedthat they have the Discharge information ( Discharged XXXX XXXX, XXXX ) XXXX/XXXX/XXXX - Called, Request Denied ; not released. Per representative, request has to complete the audit and reconciliation process. Suggested I keep checking back. 
XXXX/XXXX/XXXX - Spoke with Customer Service Rep. With regard to online access, told tofax written request to XXXX - Faxed over request to be granted online access. XXXX/XXXX/XXXX - XXXX. 
Fax Result : OKXXXX/XXXX/XXXX - Called and spoke with Representative, she currently can not see the faxon their system - told that it takes 4 days to process the fax. Told to call back onXXXX/XXXX/XXXX. Informed rep that I find this process unacceptable and that I would becontacting the State of Maryland 's Attorney General 's Office because of thetreatment provided to a consumer in the State of Maryland.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation