Consumer complaint received 2016-12-05
Company: WELLS FARGO & COMPANY
State: VA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Problems when you are unable to pay

Complaint:
I currently have a personal loan with Wells Fargo. I had been making payments experienced change in income sometime ago reached out to Wells Fargo and they were not able to work with me with payments I could afford. I enrolled the account with take charge XXXX almost XXXX years ago. my payment amount did n't change but it helped with interest and fees. Though still a struggle I made the monthly payments. Recently again I experienced change in pay spoke with take charge XXXX they informed me to try to call wells Fargo to see if they can do a hardship so I did. Was told they ca n't work with me even if I take the account out of the consolidation program. They were not the only creditor I have and my others XXXX being XXXX worked with me. I returned a call to Wells Fargo today and got a gentleman on the line named XXXX XXXX explained to him again the situation and what Wells Fargo informed me that they could not work with me he explained that that was correct and at this point the company would do what they had to do to collect the debt. I explained to him again at this point I 'm at a dead end because they can not work with me so I 'm forced to pay what I can when I can. He then proceeded to be very rude harassing and unprofessional I reminded him of my place of employment and that I am aware of the collection laws and how I should be treated as a consumer. Also that I would not continue to have the conversation with him speaking to me in that manner. He rudely stated to me that he already Went over this information with me that Wells Fargo could not help with an arrangement and that he was transferring me to someone else. I told him that I was at work and that if this person was not going to be able to assist me with a hardship there was no point in me being transferred he said well that 's your choice he proceeded to transfer me a woman answered and then I was disconnected I called back and I got a nice gentleman named XXXX XXXX told him that I just wanted to speak to a supervisor and he plays a supervisor by the name of XXXX. On the line. I informed him that because of the behavior of the first representative that I would be filing a complaint he informed me that he would have to put me in contact with a different department and that no one was available and that he would have someone call me back I received a call from XXXX said he was with the XXXX offices of Wells Fargo and that he would be conducting an investigation and that if I wanted to still file my complaint that that was definitely my decision to do so and that he would follow up with me in about XXXX business days or sooner. 
The XXXX representatives and the supervisor that I spoke to when I ask for their full names and/or ID numbers the representatives only gave their first name an office that they were located and the supervisor gave his first name and last initial.

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