Consumer complaint received 2020-08-12
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XXXX of XXXX Wells Fargo Bank Employee XXXX XXXX XXXX in N. Carolina Business Credit Card location closed our business Credit Card and increased the {$600.00} pymt to {$1000.00} and interest pymt went from {$300.00} to {$800.00} and our interest rate went up to 24 % on an account we had on auto pay from XXXX to XXXX until she closed the account due to a bank error. We we reached out to Wells Fargo Bank XXXX XXXX XXXX then stated that she closed the account within 30 days and refused to reset the account. Our banker XXXX XXXX got involved a verified for XXXX XXXX XXXX that this was indeed a bank error and instructed Ms. XXXX to put the account back the way it was. On XX/XX/XXXX XXXX XXXX XXXX set an auto payment for {$3900.00} that was unauthorized and this payment was done through our business/personal online account. We were unaware that XXXX XXXX XXXX had accessed our account online and set a payment in place and then the billing cycle of XX/XX/XXXX passed and there was not a pymt processed and then on XX/XX/XXXX XXXX XXXX XXXX forced a payment through our Wells Fargo Account and bounced a {$8400.00} check for our business building lease to XXXXXXXX XXXX  XXXX on purpose. When we were notified by our landlords that our first check had bounced - we contacted Wells Fargo Bank and the agent could not see who set the payment and it said YOU in the signing credentials. This was all internally done by Wells Fargo Employees and it is Wire Fraud and Theft. XXXX XXXX XXXX continued to access my account in XXXX and set another payment for {$1000.00} in place - she also refused to put the rewards back on the account as she was instructed to do so and open the credit card back up again. XXXX XXXX XXXX has continued to log into our online account and we have filed several complaints online, with the Wells Fargo Executive Office and also inside the branch. I was notified that XXXX XXXX XXXX is still working with Wells Fargo Bank and I believe that Ms. XXXX is the reason we are continously have phone numbers that are allowed to be texted to get into the online account instead of the XXXX I purchased last year from Wells Fargo Bank for security. We also informed her supervisor XXXX XXXX and Mr. XXXX in Arizona. 

We have awaited a review and only to find out now that we have to start all over again and after Wells Fargo Executive Office has been reviewing these events for the past year now we have been advised to start over again with the Fraud department. I am frightened and also received a phone call from XXXX XXXX XXXX threatening me when we reported this during the initial investigation. We reported this to Wells Fargo Bank several times and they have ignored our complaints. 

My credit has been ran several times with Wells Fargo without my authorization and we believe that there is fraud on this account and we did not set up our accounts to monitor our credit. 

XXXX XXXX XXXX has moved {$6000.00} over a 4 month period and XXXX knows what else and Wells Fargo is protecting her employement and has denied my CCPA requests that were made at the beginning of this year.

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