Consumer complaint received 2018-06-13
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Last year around XX/XX/XXXX I had to stop paying my credit card due to the interest fee spiking and for some reason they kept increasing my limit to charge those interest fees and late fees. I had just gotten out of the military and was using my credit card to survive. Unfortunetly the fees ( interest, and late fees ) built up so much my monthly payment was too high for me to pay. So I stopped paying around XX/XX/XXXX and around XX/XX/XXXX I called to try to get on a payment plan. They put me on one where I was paying XXXX a month. I agreed to this and set my payments for the XXXX of the month for 4 months out. I even had to verbally confirm those 4 payments to come out which I did. So my XXXX payment came out and come XX/XX/XXXX Im getting calls of a missed payment. I call sometime early XXXX to discuss why my XXXX payment never came out when I verbally confirmed the XXXX for 4 months. They told me I only had a XXXX time payment ( which wasnt true ) I asked if I had to repay that month to catch up and they told me no. That I could just schedule again and it will pick up right where I left off. So I set the dates for the XXXX of the month ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ). The past week ( early XXXX ) I kept getting calls about how they ( wellsfargo ) can better help me. I had already made 2 months of payments at XXXX $ but I had a bad feeling so I called again. I was told I was removed from the program in XXXX because of the missed payment. Which was the total opposite of what I was told prior. Seeing as I had more payments set up and have now had 2 payments come out and its not lowering anything. Its actually still RAISING my credit card with late fees and interest fees. I have never felt more played in my life Im trying to pay back what I owe and I have been lied to and Im losing money I barely have every month for it to go nowhere, other than in the pocket of wellsfargo. The last person I talked to on the phone seemed to be the only helpful one. Shes the only one that noticed there was a problem and shes the only one that offered a program for military personnel. However that does not change that they are telling me one thing and doing another. My debt that I used was maybe around 5,000 $ and that card is racked up to around 8,900 $ as of today. Since my payment plan started in XXXX it has increased almost 800 . My credit card shouldve never raised the limit from XXXX $ and I feel like they did that just to get more money out of me. I have never in my life requested an increase in my limit when it originally started at XXXX $ I understand at times they raise it when you do well but I wasnt and they keep raising it to get more money. This experience is ruining my life I am constantly stressed and feel like giving up. I try to make it work and own up to my debt but they will do anything to get more money from me. For others the biggest advice I can give is pay attention to the increases on your limit and set alarms on the dates you have scheduled for a payment to come out that way they cant play you.

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