Consumer complaint received 2023-12-19
Company: WELLS FARGO & COMPANY
State: CO
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Violation of the : Truth in Lending Act Actions by Wells Fargo include : *Misleading information *Using Multiple accounts to mislead *Refused providing statements showing the disputed charges to the account ( s ).

*Access to the account and account history through online banking and Wells Fargo Application was denied by deleting the account and account history. Wells Fargo Representative acknowledges ( " well aware '' ) Wells Fargo being aware of this on the call XX/XX/XXXX, XXXX. 

Wells Fargo was given very ample opportunity to acknowledge and correct the issues mentioned. 

Calls placed on : XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX XX/XX/XXXX, XXXX And more On XX/XX/XXXX, XXXX, like all XXXX  months preceding this month, a payment in the amount of XXXX  XXXX was made through the Wells Fargo application issued on the Android Operating System for the Home Equity Line of credit. 
An initial call was placed on XX/XX/XXXX, XXXX to inquire why the application had a banner stating that {$100.00} was owed on the Wells Fargo Home Equity Line of credit after the payment ( {$500.00} ) was made. 

Individuals participating on behalf of Wells Fargo include : *Names may not be spelled correctly* XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX- Receptionist XXXX XXXX XXXX Office XXXX XXXX XXXX XXXX XXXX XXXX being denied a statement showing the " additional interest finance charge '' of {$460.00}. on top of the regular {$65.00}. principle and {$430.00}. interest. And the use of XXXX accounts without the borrows consent. 


Intro to an inbound call to Wells Fargo XX/XX/XXXX, XXXX XXXX XXXX is the representative that received the call and brings on XXXX XXXX the case manager. XXXX eventually is asked to bring on her supervisor which is XXXX XXXX. The call is XXXX. 



XXXX *beep sound* XXXX XXXX XXXX Yes Elana- I do have XXXX on the line and XXXX is going to further assist you from here. 

Judge- Thank you so much Elana- XXXX welcome. Thanks XXXX. 

XXXX XXXX this is XXXX XXXX XXXX on a monitored and recorded line ah how are you doing today XXXX, I am doing fine. How are you? 

XXXX, that's good. I'm doing good. Thank you for asking. I do need to verify you really fast before I can get started. Can you verify your first and last name and last XXXX of your social Judge- XXXX XXXX XXXX XXXX all right great. So I do have an answer back for you? And I'm going to be sending it out to you in writing as well. So we did find that you were billed the correct amount. Um of interest for this upcoming payment for XX/XX/XXXX XXXX. XXXX so I am going to explain to you why it was billed correctly. Um on XX/XX/XXXX for your 1998 your main account you're very variable rate account. You were billed {$100.00}. Um at that time your balance was {$1600.00}. The {$100.00} that was billed was due on XX/XX/XXXX. On XX/XX/XXXX you made a payment of {$500.00} to your fixed rate advanced account Judge- How much was due at that time? 

XXXX -Yes yep you you are correct Judge- No no, I'm asking how much was due on XX/XX/XXXX. 

XXXX for your 1998 account? {$100.00} was due Judge- and how much was paid? 

XXXX we didn't receive a payment for that account separately. 

Judge- no no no Jessica- You paid {$500.00} applied toward your account fixed rate advance. 

XXXX, are you telling me I had XXXX home equity lines of credit? 

XXXX, No you didn't. You had a different segment that a portion of your account had a fixed rate so that amount was **pause, beep sound** XXXX, are you still there Judge- I'm I'm here XXXX it soun XXXX I heard a beep Jessica- Sorry Judge- did something happen what happened XXXX - sorry sorry um XXXX, you're fixed rate advance. So when you were receiving your statements it was broken out what you were billed. 

Judge- as in two accounts? Or what do you mean? I mean was I supposed to be making payments to XXXX segment and accidentally paid to a different segment or what's going on here? I mean I had XXXX home equity line of credit correct? And I paid. I made payments to that account for 12 months. I made a payment on the XXXX month and it sounds like it went to the incorrect segment. Is that what we are saying? 

XXXX, No, it didn't. 

**Stop The conversation continues for a very long time. A supervisor is requested. XXXX XXXX comes on the line. Near the completion of the call, XXXX XXXX says, I see what you are saying, you are absolutely correct.

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