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what happened to customer service
I have two big complaints right now.
1. We switched our Verizon FiOS acct from K's name to mine to bundle it with my cell plan and save us money. He was enrolled in paperless billing. We switched our accounts on 10/6 and he got an email saying his final bill was ready for payment and it's due on Friday 10/21. So he logs in to pay it and they say he can't pay it at this time. So he calls customer service to find out why and they say because the account is closed he can't make a payment online. But he doesn't have a paper bill to mail in so they can send him one, but the bill is due in a few days. So he has to pay $3 to pay over the phone. Seriously? Also, they sent us boxes to return our FiOS boxes and are now trying to bill him for the equipment even though we just transferred it to my name. UGH.
2. Our mortgage is with Wells Fargo. We got a letter last week that they have discontinued automatic mortgage payments. Our options are:
a) mail in a payment each month using the stub on the monthly statement that arrives (which we've never gotten in the mail by the way).
b) log on to their web site each month and pay that way (obv the easiest but a pain and their site is often "unavailable" - I foresee this being a frequent problem right around payment due dates).
c) pay $5 each month to use the automated phone payment system. If we require live help, it will be $20.
Anyone else think they're just doing this to make it harder for people to pay their mortgage so they can collect more fees for penalties/late payments? Are we the only people in the world who LIKE having our mortgage just auto-deducted each month???
Am I just paranoid?
Re: what happened to customer service
That is ridic.
I have never written a check for the mortgage. hell, I didn't write a check to close on this house (i did a wire transfer!).
I had the same problem with Verizon when I closed out a phone during college, we had paperless and since I scheduled the phone to be disconnected i couldn't pay online anymore and never got a freakin' bill. I really hate Verizon.
The mortage thing is crazy!!! Bank fees...
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I definitely think this is a ploy to have more fees charged. I LOVE having automatic deduction for our mortgage. I know the exact amount and what day it comes out. Its great!
You have got to be kidding me.....the new mortgage is going to be through WF, bc of DH's corporate relo discount to use them. I am going to be FURIOUS if they don't do auto pay.
I knew I shouldn't have trusted WF to do anything right. And yes, it is totally their way to collect more late payment fees.
That's super frustrating. Do you have a retailer near that you can drop the equipment off at and make a payment? That's what we did with Comcast when we dropped them.
The mortgage thing is really dumb. We pays ours by check every month, but it's with PNC and there are about 5 branches in town where we can pay. I keep telling DH that we should set up a direct debit but he says he likes going to pay it (weirdo!).
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I can't imagine WF selling, usually they are the end holder for so many mortgages. But I don't really care who has my loan as long as I can get payments made easily.
Before we refi-d the COS house, our first mortgage was done through a local broker who had it for like 3 days, then sold to Chase, then we refi-d and the small bank I work at sold to Federal Home Loan Bank, but kept servicing. I do like that if I have a question on my servicing I just go downstairs and ask my sweet CW who does all the processing!
However, I had no problems with Chase, they were really easy to deal with, and their online banking rocks. I guess we'll just have to wait and see!
DH has two student loans with WF. He pays them electronically every month, but can't set up auto pay. He also can't just make one payment for both. He also has to make two separate payments (conversely, I have 8 student loans and make one payment each month). It's annoying.
What about setting up a recurring billpay with your bank that houses your checking account? My bank doesn't charge for billpay, but I know some do.
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I just think it is so ridiculous.
We're still using the equipment since we just changed it from his name to mine. So they sent us cardboard boxes to return the devices and I called and asked about it and they said to just recycle them and not to worry about it. I specifically asked if he'd be charged for not returning the hardware and they said nope, don't worry. Well, the hardware is on his bill. So ridiculous.
This is exactly what they are doing and there is a class action law suit because of it. Jeff is dealing with the same thing with a car payment. He did some research before he called a couple weeks ago and when he threw the law suit in their face and they set him up with auto payments no problem. The guy he was talking to admitted that they are trying to get more late payments and that is why their site is frequently down. They didn't even need our bank info to set up the payments because they had it from Jeff trying to do it so many times on his own.
For real? I might tell Matt this so he can set up autopay for his student loans. That's just disgusting.
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I just googled Wells Fargo automatic mortgage payments, and this is what popped up:
https://www.wellsfargo.com/mortgage/account/compare/preferred
I wonder what happened with yours?
ETA - we had to re-enroll b/c our mortgage amount changed (I posted about that a week or two ago I think)
You probably had to re-enroll to authorize the bigger payment amount.
GL to you, hopefully it works and you still have your auto-pay!
You can assure him that the billpay through the bank works just fine. That's how I've been paying our mortgage since the day we bought the house!
I know that I can put in the account number on the memo line when I billpay and when I was a teller, that's how I deposited billpaid checks. I can't guarantee how WF works, though. Do they even have actual branches that you can go to for transactions? We have one of the huge national headquarters here in town, but no actual branch. I've always kind of avoided them if possible.
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I've never tried it with a mortgage but I used to pay the sewer bill sans stub like this. you could try one month and see if it clears on time since there's a 5 or 10 day grace period anyway.
We pay almost all our bills with BoA billpay online. We've never had a problem. When you set up the billpay account it asks for for the account number, which I assume they put on the check they send to the company.
I do the mortgage on the actual bank's website because it allows me to add extra principle in a box and I wasn't sure if we did it through billpay if the bank would apply the extra to principle or the next month's payment. I just do it at the same time I log in to enter the billpay amounts of BoA (credit card and Verizon change each month so I can't do an automatic like with a car or student loan payment).
Regarding paying the old Verizon account online: we did the same thing when we moved and I remember wanting to check to make sure the account was all paid out after the billpay check was sent, but when they cancel the account you can no longer do anything with it on the Verizon website. Annoying yes, but I can understand that the system is set to discontinue online service when they account is closed.