Consumer complaint received 2019-02-05
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XX/XX/XXXX I used my Wells Fargo credit card " points '' to purchase skin cream from the Wells Fargo website. I paid {$6.00} and {$4.00} for shipping. 

XX/XX/XXXX I made a payment of {$180.00}. 

XX/XX/XXXX There was an unauthorized charge on my credit card from the same skin cream company for {$98.00}, but I did not know about it until later. 

XX/XX/XXXX I made a payment of {$100.00}. 

XX/XX/XXXX I discovered the fraud, reported it to Wells Fargo over the phone and closed the account. I was told that the payment I just made would leave my account with a positive balance after the fraudulent charge was reimbursed, so the difference would be deposited into my checking account. I immediately lost online access to this account. I DID NOT ASK FOR ANOTHER CARD TO BE MAILED TO ME! When the rep suggested this, I SAID ABSOLUTELY NOT, I WANT THE ACCOUNT CLOSED COMPLETELY. 

The account was NOT closed. Instead, I was issued another card, which I DID NOT RECEIVE, HAD NO KNOWLEDGE OF IT, and had no access to the new account through online banking. I didn't even know I had an account at all until I started getting letters in the mail from Wells Fargo about late payments. 

The new credit card account was opened with a different account number, and I never saw a statement, not in the mail or online, until XX/XX/XXXX, after several requests. Twice I was told that no one had access to those statements anymore since the account was now closed. 

XX/XX/XXXX The same skin cream company charged the NEW credit card {$97.00} the same night I closed my account, and the bank refunded {$97.00}. 

XX/XX/XXXX The skin cream company charged another {$97.00} and the bank refunded {$98.00}. 

XX/XX/XXXX The skin cream company charged another {$97.00} and they refunded {$97.00}. 

XX/XX/XXXX -- XX/XX/XXXX Automatic recurring charges that I had set up on my old credit card continued to be charged to the new account, without my knowledge, like XXXX and XXXX instant ink subscriptions. 

XX/XX/XXXX I got another letter from Wells Fargo saying that my account was past due with a balance of {$200.00} and I would be sent to collections. I immediately called Wells fargo. The rep told me he fixed everything. He reversed all the charges and interest up to that point, and again told me the account was closed now. He also said I would not be sent to collections. This was not true. I had already been reported to the credit bureau for missed payments on a closed account. 

Over the months from XX/XX/XXXX to XX/XX/XXXX, I had at least 5 long phone and 2 in-person conversations with Wells Fargo employees about this matter. Each time, I was assured the problem was resolved and I had nothing more to worry about. Each time, I asked for a letter stating that I was not at fault and that Wells Fargo remove the bad marks on my credit report. Every employee told me the same thing- this would have to go through another department who would get back to me. I eventually was given the number to the dispute resolution department. They could not handle my request, either. 

XXXX XXXX I was finally able to file a dispute with the executive department who said they would have a resolution within 20 days. They did not. I tried numerous times to contact the person investigation my case, but without success. 

XX/XX/XXXX The bank reversed {$74.00} in late fees and charged me {$37.00} in late fees. 

XXXX XXXX The investigator finally called to tell me that I was wrong, I really owe all the money they say I owe, and they won't correct my credit report. I disagreed with her decision and asked how to appeal it. She said she'd reopen the case and have a resolution within 20 days. She did not. 

XX/XX/XXXX Wells Fargo sent me a letter that said they're sticking to their decision, they did nothing wrong, I owe them all the money, and my credit report is accurate as far as they are concerned. They also FINALLY sent me the statements for the account. 

Meanwhile, during this entire process, Wells Fargo has reported 10 missed payments on my credit report, even while I was disputing the charges. This is illegal. It says right on every statement, " While we investigate, we can not report you as delinquent or take action to collect the alleged error amount. '' And they continue to charge me ever-increasing interest and late fees every month. They are accumulating and currently up to {$320.00}. 

Wells Fargo has now closed my other credit card account that I had with them, without even notifying me. I paid off the entire card, then tried to use it and it wouldn't work. The online banking just says, " this account is closed. '' No explanation or letters or anything. 
Also, because of Wells Fargo 's illegal and incorrect information on my credit report ( and these are the ONLY negative marks WHATSOEVER ), my credit score has dropped by more than 200 points. All of my other credit cards have lowered my limits to whatever I owe on the cards or just closed my accounts if I didn't owe anything. This also raised my utilization ratio to 100 %, further lowering my credit score. I can not get an apartment, a car, a sofa, a job ... NOTHING! My life has been destroyed because of the incompetence and negligence of Wells Fargo. 

I have a gone over the statements thoroughly many times. I know I am right. The unauthorized purchases totalled {$430.00}, which was all reimbursed to me eventually. My purchases and deposits totalled {$85.00}. The bank charged me a total of {$230.00} in late fees and interest that I was NOT responsible for. WELLS FARGO STILL OWES ME {$150.00}!

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 monetary relief