Consumer complaint received 2021-05-04
Company: WELLS FARGO & COMPANY
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I opened an account at XXXX XXXX to receive a small discount when purchasing a new laptop. This store is in XXXX, Ohio close to my home there. The total amount of the purchase was {$600.00}. The store application for the credit card of the store would not accept my telephone number that I use in XXXX, I listed my XXXX telephone number which does not work in XXXX. I live part time in XXXX and only return to the states every 6 months. 
I received the laptop and returned with it back to XXXX XXXX, XXXX on XX/XX/2021. In XXXX my daughter sent me a copy of the statement from XXXX. I tried to set-up an account but you must use the XXXX telephone number ( which I can't here in XXXX XXXX I have called and requested that they send me a invoice via my XXXX but they refuse to do that? They also refuse to call my phone here in XXXX? So I called Wells Fargo and paid the full amount of {$600.00} with my checking bank account at chase. I requested that they close the account since they won't send me anything through my email account? I was given a confirmation number ( XXXX ) on XX/XX/2021 from XXXX # XXXX person I called. 

On XX/XX/XXXX I received an email saying to contact them about my account? You can't reply to that email? They request that I call? I tried to call ( which is another international call charge ) and they put me on hold for over 30 mins? Very frustrating! 

On XX/XX/XXXX, today I again called and asked why my payment did not go through and was told that the agent used a account number that was not correct? I asked for a way for me to pay this now and was told that I must again give them my checking account number or a debit card? ( My checking account is a debit card ) I told them I would pay the original {$600.00} now ... but they would not give me a way to do it using my XXXX XXXX or other credit card?? I requested to speak with a supervisor and was put on hold again? After 30 mins no one came back to my call! I hung up. 

I'm writing for you to hopefully intervene on my behalf to correct Wells Fargo 's poor communication in the way they are refusing to accept payment online? Once again : They will not contact me via telephone here in XXXX? 
They will not give me another way to pay my account online They will not send me direct emails and force me to spend international telephone calls to them? 
They keep adding late charges and interest on my closed account? 
When I call I'm put on hold and transferred to others? 
They will not let me set-up an account unless I use my american telephone number? 

I'm XXXX XXXX XXXX and all of my outstanding credit with other charge accounts have been damaged by Wells Fargo saying my closed account is delinquent? 

I just want a fair way to pay this bill. My telephone number is XXXX XXXX XXXX. My XXXX is XXXX.

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