Customers Shocked Wells Fargo Hasn’t Been Counting Mortgage Payments | NBC Nightly News

Customers Shocked Wells Fargo Hasn’t Been Counting Mortgage Payments | NBC Nightly News

CREDITED THEM FOR THEIR MORTGAGE PAYMENTS DURING THE THEIR MORTGAGE PAYMENTS DURING THE PANDEMIC. PAYMENTS DURING THE PANDEMIC. STEPHANIE GOSK NOW PANDEMIC. STEPHANIE GOSK NOW WITH THE REASON WHY. STEPHANIE GOSK NOW WITH THE REASON WHY. >> Reporter: TAMMY WITH THE REASON WHY. >> Reporter: TAMMY WILSON AND HER HUSBAND >> Reporter: TAMMY WILSON AND HER HUSBAND DAVID SAY THEY HAVE WILSON AND HER HUSBAND DAVID SAY THEY HAVE ALWAYS PAID THEIR DAVID SAY THEY HAVE ALWAYS PAID THEIR WELLS FARGO MORTGAGE ALWAYS PAID THEIR WELLS FARGO MORTGAGE ON TIME, EVEN DURING WELLS FARGO MORTGAGE ON TIME, EVEN DURING COVID-19.

ON TIME, EVEN DURING COVID-19. >> WE’RE MANAGING OUR COVID-19. >> WE’RE MANAGING OUR MONEY, SO WE’RE DOING >> WE’RE MANAGING OUR MONEY, SO WE’RE DOING OKAY. MONEY, SO WE’RE DOING OKAY. >> Reporter: WELLS OKAY. >> Reporter: WELLS FARGO ENROLLED THEM IN >> Reporter: WELLS FARGO ENROLLED THEM IN A GOVERNMENT PROGRAM FARGO ENROLLED THEM IN A GOVERNMENT PROGRAM THAT PROTECTS PEOPLE A GOVERNMENT PROGRAM THAT PROTECTS PEOPLE FINANCIALLY HURT BY THAT PROTECTS PEOPLE FINANCIALLY HURT BY COVID, PUTTING A HOLD FINANCIALLY HURT BY COVID, PUTTING A HOLD ON THEIR MORTGAGE. COVID, PUTTING A HOLD ON THEIR MORTGAGE. BUT THEY DON’T NEED ON THEIR MORTGAGE. BUT THEY DON’T NEED THE HELP. BUT THEY DON’T NEED THE HELP. >> Reporter: YOU THE HELP. >> Reporter: YOU SPECIFICALLY SAID TO >> Reporter: YOU SPECIFICALLY SAID TO WELLS FARGO, I DON’T SPECIFICALLY SAID TO WELLS FARGO, I DON’T NEED ANY HELP.

WELLS FARGO, I DON’T NEED ANY HELP. I DON’T WANT ANY HELP. NEED ANY HELP. I DON’T WANT ANY HELP. >> YES. I DON’T WANT ANY HELP. >> YES. >> Reporter: CONSUMERS >> YES. >> Reporter: CONSUMERS IN AT LEAST 14 STATES >> Reporter: CONSUMERS IN AT LEAST 14 STATES REPORTED SOMETHING IN AT LEAST 14 STATES REPORTED SOMETHING SIMILAR HAPPENED TO REPORTED SOMETHING SIMILAR HAPPENED TO THEM. SIMILAR HAPPENED TO THEM. >> I WAS REALLY ANGRY THEM. >> I WAS REALLY ANGRY AT FIRST.

>> I WAS REALLY ANGRY AT FIRST. I WAS LIKE I DIDN’T AT FIRST. I WAS LIKE I DIDN’T ASK FOR THIS. I WAS LIKE I DIDN’T ASK FOR THIS. >> Reporter: WELLS FAR ASK FOR THIS. >> Reporter: WELLS FAR DOE CALLED >> Reporter: WELLS FAR DOE CALLED SCHOOLTEACHER TO TELL DOE CALLED SCHOOLTEACHER TO TELL HER THE PROGRAM WAS SCHOOLTEACHER TO TELL HER THE PROGRAM WAS ENDING. HER THE PROGRAM WAS ENDING. WE RAN A STORY ONLINE ENDING. WE RAN A STORY ONLINE ABOUT TROY HARLO, WHO WE RAN A STORY ONLINE ABOUT TROY HARLO, WHO HAD BEEN WORKING HIS ABOUT TROY HARLO, WHO HAD BEEN WORKING HIS WAY OUT OF BANKRUPTCY HAD BEEN WORKING HIS WAY OUT OF BANKRUPTCY AND NOW FEARS HE WON’T WAY OUT OF BANKRUPTCY AND NOW FEARS HE WON’T MAKE IT BECAUSE THE AND NOW FEARS HE WON’T MAKE IT BECAUSE THE MORTGAGE PAYMENTS HE’S MAKE IT BECAUSE THE MORTGAGE PAYMENTS HE’S MAKING AREN’T BEING MORTGAGE PAYMENTS HE’S MAKING AREN’T BEING CREDITED.

MAKING AREN’T BEING CREDITED. >> IF IT CAN HAPPEN TO CREDITED. >> IF IT CAN HAPPEN TO ME, IT CAN HAPPEN TO >> IF IT CAN HAPPEN TO ME, IT CAN HAPPEN TO ANYBODY. ME, IT CAN HAPPEN TO ANYBODY. >> Reporter: HE AND ANYBODY. >> Reporter: HE AND THE OTHERS ARE >> Reporter: HE AND THE OTHERS ARE CONCERNED THAT BEING THE OTHERS ARE CONCERNED THAT BEING PART OF THIS COVID CONCERNED THAT BEING PART OF THIS COVID RELIEF PROGRAM COULD PART OF THIS COVID RELIEF PROGRAM COULD AFFECT THEIR ABILITY RELIEF PROGRAM COULD AFFECT THEIR ABILITY TO BORROW MONEY OR AFFECT THEIR ABILITY TO BORROW MONEY OR REFINANCE.

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TO BORROW MONEY OR REFINANCE. >> WE ARE ACTIVELY IN REFINANCE. >> WE ARE ACTIVELY IN THE PROCESS OF >> WE ARE ACTIVELY IN THE PROCESS OF REFINANCING. THE PROCESS OF REFINANCING. HAVING ON THAT THERE REFINANCING. HAVING ON THAT THERE OBVIOUSLY IS — IT’S HAVING ON THAT THERE OBVIOUSLY IS — IT’S DETRIMENT CAL. OBVIOUSLY IS — IT’S DETRIMENT CAL. >> Reporter: FOR WELLS DETRIMENT CAL. >> Reporter: FOR WELLS FARGO, THE FOURTH >> Reporter: FOR WELLS FARGO, THE FOURTH LARGEST BANK IN THE FARGO, THE FOURTH LARGEST BANK IN THE COUNTRY, THIS COMES LARGEST BANK IN THE COUNTRY, THIS COMES AFTER A STRING OF COUNTRY, THIS COMES AFTER A STRING OF CONTROVERSIES.

AFTER A STRING OF CONTROVERSIES. >> THIS IS THE SAME CONTROVERSIES. >> THIS IS THE SAME BANK THAT FIVE, SIX >> THIS IS THE SAME BANK THAT FIVE, SIX YEARS AGO GOT CAUGHT BANK THAT FIVE, SIX YEARS AGO GOT CAUGHT CREATING FAKE CREDIT YEARS AGO GOT CAUGHT CREATING FAKE CREDIT CARD ACCOUNTS AND FAKE CREATING FAKE CREDIT CARD ACCOUNTS AND FAKE BANK ACCOUNTS IN THE CARD ACCOUNTS AND FAKE BANK ACCOUNTS IN THE SCALE OF MILLIONS. BANK ACCOUNTS IN THE SCALE OF MILLIONS. >> Reporter: FOLLOWING SCALE OF MILLIONS. >> Reporter: FOLLOWING SEVERAL HIGH LEVEL >> Reporter: FOLLOWING SEVERAL HIGH LEVEL RESIGNATIONS, THE BANK SEVERAL HIGH LEVEL RESIGNATIONS, THE BANK BADE OUT $3 BILLION TO RESIGNATIONS, THE BANK BADE OUT $3 BILLION TO THE GOVERNMENT IN A BADE OUT $3 BILLION TO THE GOVERNMENT IN A SETTLEMENT RELATED TO THE GOVERNMENT IN A SETTLEMENT RELATED TO THE FAKE ACCOUNTS.

SETTLEMENT RELATED TO THE FAKE ACCOUNTS. ON THIS LATEST ISSUE, THE FAKE ACCOUNTS. ON THIS LATEST ISSUE, THE BANK SAYS IN A ON THIS LATEST ISSUE, THE BANK SAYS IN A STATEMENT, WE MAY HAVE THE BANK SAYS IN A STATEMENT, WE MAY HAVE MISINTERPRETED STATEMENT, WE MAY HAVE MISINTERPRETED CUSTOMERS’ INTENTIONS MISINTERPRETED CUSTOMERS’ INTENTIONS IN A SMALL NUMBER OF CUSTOMERS’ INTENTIONS IN A SMALL NUMBER OF CASES. IN A SMALL NUMBER OF CASES. WE ARE WORKING CASES. WE ARE WORKING DIRECTLY WITH WE ARE WORKING DIRECTLY WITH CUSTOMERS TO ENSURE DIRECTLY WITH CUSTOMERS TO ENSURE THEY ARE RECEIVING THE CUSTOMERS TO ENSURE THEY ARE RECEIVING THE ASSISTANCE IT NEEDS. THEY ARE RECEIVING THE ASSISTANCE IT NEEDS. THE BANK ADDS IT HAS ASSISTANCE IT NEEDS. THE BANK ADDS IT HAS ALREADY REMOVED THE BANK ADDS IT HAS ALREADY REMOVED CUSTOMERS FROM THE ALREADY REMOVED CUSTOMERS FROM THE PROGRAM WHEN ASKED. CUSTOMERS FROM THE PROGRAM WHEN ASKED. THE WILSONS ARE STILL PROGRAM WHEN ASKED. THE WILSONS ARE STILL LOOKING FOR THE WILSONS ARE STILL LOOKING FOR ASSISTANCE.

LOOKING FOR ASSISTANCE. >> I FEEL LET DOWN. ASSISTANCE. >> I FEEL LET DOWN. I THINK IF THEY >> I FEEL LET DOWN. I THINK IF THEY ACTUALLY WANTED TO I THINK IF THEY ACTUALLY WANTED TO HELP ME, THEY WOULD BE ACTUALLY WANTED TO HELP ME, THEY WOULD BE HELPING ME. HELP ME, THEY WOULD BE HELPING ME. >> Reporter: IT IS HELPING ME. >> Reporter: IT IS UNCLEAR HOW MANY.

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