“Wells Fargo may have gotten a new CEO — but the same-old, badly broken culture that repeatedly scams its customers runs deep,” Warren said in a statement to NBC News. “We want answers on why the bank has been placing nondelinquent borrowers in mortgage forbearance without their consent, especially during one of the worst economic crises in history.”
"Customers placed in forbearance received notices of that action through multiple channels, and we removed them from forbearance upon their request. In the spirit of providing assistance, we may have misinterpreted customers’ intentions in a small number of cases. In those limited cases, we are working directly with customers to ensure they were not harmed in any way."
In some cases, borrowers whose mortgage payments were paused by the bank said they had clicked on COVID-related pages on its website or requested information about assistance programs, but had never signed up. Some said they continued to make their payments to the bank.