Consumer complaint received 2016-06-27
Company: WELLS FARGO & COMPANY
State: KY
Product: Credit card
Issue: Payoff process

Complaint:
I opened a card with Wells Fargo through a retail purchase at a jeweler. The only reason that I choose the financing option was due to it being a surprise and not wanting to pull the money from our savings account. Since the finance charges are paid at the origination of the loan it makes no financial sense to pay the card off now at this point. As with all of our bills this was set up on auto-payment shortly after the account was opened. At that time I had made an error in the checking account information causing the payment to not process on the next payment cycle. This first occurrence was my mistake and it was promptly corrected on our end by making the payment as soon as the issue was realized. From that point I went back online and canceled the previous auto payment with the incorrect information and set up the new one. The next month to my surprise the payment did not process yet again but this time everything was set up correctly for the auto payment. After calling and speaking with a representative they argued that the auto payment was cancelled but not set back up. I could clearly see on my online account that it was set up after the initial incorrect auto payment was cancelled. After I directed the representative to where i was reading the message from Wells Fargo about the auto payment we saw that it stated that it could take 2-3 months for the auto pay to go into effect! I explained to the representative that I felt this was completely unacceptable. How was I to know if it processed or not until after my payment was already late I asked. Her response was that she was n't sure and I would just have to monitor my account to see if it came out or not. When it came time for my next payment to process it failed to do so again. I spoke with the representative who claims to see no auto payment information on my account. After I logged into my online system I was astonished to see that the previous messages from Wells Fargo on my account about the auto payment are no longer there! It is as if they had been deleted because even the welcome messages etc. are gone as well. If the call I had with the first representative was reviewed it will be clear that what I claiming is in fact truthful. 
We are in the process of building a home so our credit is very critical at this point. We strive very hard to ensure nothing is ever late with any payment we make and always pay much more than the minimum. Wells Fargo has been nothing but a hassle since the very first payment and all we are trying to do is ensure they receive the money we owe them. Every month it is a constant issue taking time out of our busy schedules to ensure this gets corrected. The frustration and XXXX we deal with on a monthly basis is not acceptable and I feel Wells Fargo should be held responsible to make this correct. We are very deliberate about every account we choose to open and what banks deal with our financial matters. We feel at this point that Wells Fargo is not meeting our expectations when our time is extremely valuable to us.

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