Consumer complaint received 2023-11-28
Company: WELLS FARGO & COMPANY
State: WI
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In XXXX there was a fraudulent charge on my Credit Card. I filed a dispute with Wells Fargo and they began looking into it. I received an email in XXXX that they were still working on it and it had been forwarded to the fraud department. After this, Wells Fargo charged me interest on the {$16.00} charge, even though they said that I did not need to pay for the charge while it was being disputed. They also marked that I was 30 days late with a payment on my credit report. Which has caused my credit score to plummet and some of my other creditors to cut my limits. I have filed Numerous requests to have it updated by Wells Fargo, following their outlined process. I have faxed over 19 pages of documentation explaining and verifying the situation. Every time I do I get a form letter that says they are not going to update anything and to call a specific number if I have questions. When I call that number it is just a Customer Service line and they can not help me figure out why my request was denied. The Credit Bureau Dispute Resolution department at Wells Fargo does not have a direct phone number I can reach out to. Since this began the fraudulent charge and interest fee was refunded back to me as it was deemed fraudulent. The mark on my credit report is still there however. 

The first inquiry I made was on XX/XX/2023 or XX/XX/2023 when I first noticed the error on my report. I called a customer service number and was informed to write a letter and fax it to the Credit Bureau Dispute Resolution office. I faxed a letter later that day, explaining the situation and requesting it to be corrected. I got a letter in the mail a few weeks later that was dated XX/XX/2023. The letter explained that they believe the information to be correct. So I wrote another letter and faxed it on XX/XX/2023. When I got another letter, dated XX/XX/2023, saying the exact same thing as the first I called the phone number that was listed on the letter. I explained my situation to the person who answered and they resubmitted a request for me, because they could not access any information on why it was denied. This happened another once or twice, I would get a letter with no details on why they would not fix the error, I would call the phone number on the letter, and the person who answered had no access to any information about why it was denied. On XX/XX/2023 I pulled together 19 pages of information to fax over. It included emails from when I first disputed the charge, as well as a follow up from Wells Fargo a couple months later. I also included past letters I had written, statements, and a copy of my credit report showing the late payment derogatory mark. I then got three copies of the same form letter I had already gotten on XX/XX/2023. Again, I called the number in the letter but got no information on why they denied my request again. The representative I talked to tried for around XXXX minutes to get information for me but they could not access it either. When I got the same letter again on XX/XX/2023 I made an appointment with a banker at a local branch so I could take to someone in person. They had no information for me as well. They looked at the paperwork I submitted and could not understand why the error had not been fixed. I have tried everything in my power to correct the error but have not even gotten a bit of information from Wells Fargo as to why they will not fix it.

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 non-monetary relief