I got the loan in XXXX XXXX for an emergency home repair. When I went to set up an account online to pay in XXXX, it was VERY user-unfriendly, and I ended up having to call their customer service, and was on the phone for quite some time. I thought I had gotten it all straightened out for this month, but I also had a lot of problems this month, and was unable to access my account. Consequently, I was locked out from paying the monthly installment. When I called Customer Service again to remedy the problem, I found out I was late paying ( how would I know? I was n't able to access my account! ) and assessed a {$26.00} late fee on a {$40.00} payment. The woman was very discourteous, and insisted it was not the problem of Wells Fargo, stating she was unable to remove the late fee. I explained that it was the problem of Wells Fargo, since I was n't able to access my account. She kept repeating " not Wells Fargo 's fault, '' so I asked to speak with her supervisor. I was on terminal hold, and ended up hanging up after about 12 minutes of waiting. 
