Consumer complaint received 2017-01-20
Company: WELLS FARGO & COMPANY
State: TX
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
It 's a bit difficult to pay the XXXX most expensive bills I have with XXXX paycheck, so I was attempting to move due dates with XXXX of my student loan providers. I called Wells Fargo about a week or two before my due date on XX/XX/XXXX. I spoke to a man and everything seemed to go okay. He told me that there would be no problem with moving my due date to XX/XX/XXXX. Much like the other provider I had successfully changed dates with, he also stated that I would not have to pay that current month on XX/XX/XXXX - that I do not owe anything until XX/XX/XXXX. 

I asked him a few repeated questions : are you sure the late fee I still have wo n't prevent me from moving the date? are you sure there is no way that this request will be denied? are you absolutely sure I do not have to make a payment on XX/XX/XXXX? 

He confidently told me that I had nothing to worry about. My due date will now be XXXX of each month and I did not have to make a payment until then. I then asked if he knew when my account online would reflect the date change - he told me about 3 days. 

A week later, about two days before XX/XX/XXXX, I realized I had n't checked my account online. Sure enough, it still shows that I have a payment due in two days. I call Wells Fargo again, spoke to a different man. He informs me that my request had been denied. 

I asked why I had not been contacted to inform me that I still owed money on XX/XX/XXXX ( as I had been told I did not ). It sounded an awful lot like they were hoping to gain a late fee from me. He told me that they do not have a system in place to contact borrowers for such matters. 
I asked him why my request was denied, despite the last rep ensuring me that it would n't. He told me that I did not qualify to change the date. 
Why? Because I had already changed my date once before. 

The conversation goes back and forth while I tried to comprehend what he was telling me, as he was providing not much description of policy and contradicted himself by once telling me I would be able to change my due date once I paid on XX/XX/XXXX. 

After the ensuing confusion and misinformation, as well as general upset having learned I was lied to, I hung up and called back about five minutes later to speak to a supervisor. She informs me that there is a cap on the amount of days a borrower is allowed to change the due date. 

A few years back, under a different pay schedule, I had moved the due date from XX/XX/XXXX to XX/XX/XXXX. The date change was after discussing alternative repayment options, which I was informed that I did not qualify due to my cosigner. 

The cap is around XXXX, so my request to move my due date 11 days earlier in the month was denied. There was nothing they could do, nor I could do. She had no explanation as to why the first XXXX reps had lied to me, and the most she could do was submit the complaint so that a manager would review the issue with the reps. 

I was lied to, twice. They made zero effort to inform me that they had provided me with misinformation - if I had not thought to check that day, I would have accrued even more interest on top of a late fee.

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