Consumer complaint received 2023-03-10
Company: WELLS FARGO & COMPANY
State: WI
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:
Re : Complaint against Wells Fargo Financial Bank Attn : XXXX from XXXXxecutive Office Phone XXXX X XXXX I have a Wells Fargo credit card and a Wells Fargo Mortgage. I pay my credit card bill by phone each month because Wells Fargo does not accept savings account payments online. Sometime in late XXXX or early XX/XX/XXXX, Wells Fargo switched their Wells Fargo Financial Credits Cards to what they call a Cash Card. As of XX/XX/XXXX my Wells Fargo credit card payments no longer will go through because Wells Fargo says the account is closed. I tried to explain the account is not closed because I pay my bills through that account every month including my Wells Fargo Mortgage Payments. There is no problem with the mortgage payments each month they get processed just fine. The problem is only with the Wells Fargo Cash Credit Card payments. Since XX/XX/XXXX, every credit card payment Ive made to Wells Fargo each month was returned due to my account being closed however my mortgage payments go through that same account without a problem. Wells Fargo keeps insisting its my Financial Institution thats the problem. I keep telling them if the mortgage payment goes through just fine why wont the credit card payment go through. Ive spoken with several people from the Wells Fargo Executive Office and I keep being told its my Financial Institution or they will look into the situation. Each time the problem gets handed back to XXXX who tells me the same thing, its my financial institution. The Iast conversation was with XXXX this time she told me Wells Fargo could not fix the situation. I even explained that the programmers needed to go back and fix the problem since the problem generated with the new credit card transition. XXXX says Wells Fargo is not going to fix the problem and I need to either go to a branch and pay my bill that way, or mail my payment in, I said its a savings account, theres nothing to mail and Im XXXX its hard to get around. XXXX suggested I have my credit card payments automatically withdrawn. I asked how when your system keeps indicating my account is closed for the credit card payments. I should not have to go through all these changes. Im not getting anywhere with Wells Fargo. Theyve closed my credit card account because my payments are behind due to them being returned. Again I said its the same account I pay my mortgage through each month so the account is not closed. Now Im receiving email messages about debt consolidation with Wells Fargo. 
Please respond and or advise. 

Sincerely, My first communication with you regarding this was on XX/XX/XXXX. 

I didnt mean to be lengthy in my response but Ive been trying to find a resolution on my own for months dealing with Wells Fargo Financial Bank Employees and this major inconvenience their causing me. 

XX/XX/XXXX, I received an email response from Wells Fargo Bank Rep, XXXX XXXX Executive Office Case Specialist, XXXX ( XXXX ) XXXX ; XXXX, Case number : XXXX, that my concerns were appropriately address on XX/XX/XXXX. 

The phone conversation on that date was no way appropriate. The Wells Fargo Executive clearly dismissed and ignored the issues with meaningless words of nonsense which is the same responses Ive received since XX/XX/XXXX, when this problem started. Wells Fargo implemented their new payment system and issued New Cash Cards. I was told Wells Fargo Financial no XXXX longer existed so the old credit cards were replaced with the New Cash Card. Their new payment system for the Cash Card will no longer accept my credit card payments. They keep insisting my account is closed. Ive tried to explain my account is not closed. My Wells Fargo Mortgage is withdrawn from that same account each month just fine, no problems, but Wells Fargo is refusing to fix their new payment system that will allow me to continuing making my card payments. 

The conversation between the Wells Fargo Executive and myself on XX/XX/XXXX, went as follows : Executive : Our new payment system will no longer accept payments from your credit union account. Yes we know your payments use to process and your mortgage is still being paid from that same account each month with no issues. ( Wells Fargo keeps insisting its my financial institution thats the problem. ) Thats so not true. 
Executive : However Wells Fargo is not going to fix their payment system. You need to go to a Wells Fargo Branch and pay that way each month or have your payments automatically withdrawn I said : Either way Im still using the same account for the payments. That makes no sense. 

Executive : Thats all I can tell you. Those are your options. 

We ended the phone conversation. ( Play it back and listen ).

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