Consumer complaint received 2023-08-23
Company: WELLS FARGO & COMPANY
State: FL
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:
XXXX XXXX Applied for and was approved for the Bilt Mastercard by Wells Fargo XXXX 
XXXX Used credit card for the first time for a purchase totaling {$120.00} XXXX Paid entire {$120.00} balance using the Bilt app. 
XXXX Used credit card for one purchase totaling {$1500.00}. 
XXXX Paid {$750.00} towards balance using the Bilt app. 
XXXX Paid {$750.00} towards balance using the Bilt app. 
XXXX Used credit card for one purchase totaling {$1400.00} XXXX Used credit card for one purchase totaling {$63.00} and paid {$750.00} towards balance using the Bilt app. 
XXXX Logged into Bilt app to pay remaining balance and received a message that my account was past due. Paid the entire balance of {$1500.00} using the Bilt app. 
XXXX Attempted to use credit card and was payment couldn't be processed. Called Bilt support. To my surprise, I was told my account had be closed " due to fraud '' and that none of my payments besides the one made on XX/XX/23 had gone through but the agent couldn't give any additional details as he had limited access to my account. I was transferred to another agent with Wells Fargo who stated she would open a complaint on my behalf and that someone would be in touch with me. 
XXXX I received an email from Wells Fargo regarding my complaint and was told that I would be getting a response within 10 business days. 
XXXX XXXX from Wells Fargo called me and said that all of my payments made on the app were declined due to insufficient funds. I told her that was impossible and that I did indeed have the money in my accounts and that even if I didn't, I had overdraft protection with my bank and that there should've been no reason why the payments didn't go through. She asked me to go to my bank and provide an account statement proving that I had the funds and she could forward that to the team who was investigating my complaint. I went to my bank and spoke to a representative who provided the information for me and said that it " sounds like an error with Wells Fargo ''. I sent in the information via email to Wells Fargo. I was hesitant to make anymore attempts at paying towards my balance using the app but after speaking with XXXX, I made a {$5.00} payment using the Bilt app to see if the transaction would go through. XXXX said it would take a few days to post and that she would call me back with an update. 
XXXX I received an email from Wells Fargo stating they needed more time to complete their research and were now going to follow up with my by XX/XX/XXXX. 
XXXX I received another email from Wells Fargo , saying that I missed my last 2 payments to my credit card and they would be happy to get me back on track. This was the first and email I received stating that my account was deliquent. 
XXXX XXXX from Wells Fargo called me again and gave me an update, saying that the {$5.00} payment did go through and that they were still working on my request but because Bilt had their own team, she had to wait to give me any further information until they completed their investigation. I asked her if they put a hold on reporting me to the credit bureau until they finished the investigation and why they didn't put a hold on adding late fees to my account. She said that she couldn't do that, but they could retroactively go back and " correct things '' if the investigation came back and Wells Fargo was at fault. I told her that I didn't think that was right as I have clearly been trying to pay on my account but the app had previously kept refusing my payments. I also told her that I have worked very hard on my credit and that I had not been late on a payment in over 10 years as evidence of my credit report. She said I could call and make a payment over the phone, but she couldn't take any payments, that I needed to call another number and they could accept my payment, but at this time there wasn't anything else she could do. On XX/XX/23, I made a payment of {$1000.00} towards my balance over the phone. 
XXXX I received an email stating there had been a change to my credit report and my credit score had dropped XXXX points. I read several complaints online where customers had similar issues with the Bilt credit card in particular and the Bilt app having " bugs ''. After speaking with a family member, I was told that I needed to file a complaint with the CFPB. 
XXXX Filed complaint with CFPB.

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