Consumer complaint received 2021-01-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I opened a Wells Fargo Credit Card with a {$2000.00} limit in XXXX and used it mainly for many small transactions every month until XXXX XXXX. I travelled often for work so I made payments which brought my utilization rate way below 30 % and my monthly usage was always around {$800.00} - {$1200.00} per month and I would call in and make a payment once or twice per month between 70-80 % of the total due. When work got slow I started going thru all of my statements in detail and noticed that there were two companies who had been auto-billing me without my authorization every month, one for over a year and another for about 9-10 months. 

I quickly notified Wells Fargo to report this as fraud because one account I had cancelled a year prior and the other company I cancelled the service within 24 hours and cancelled service so I should have never received any bill from the, at all. Wells Fargo suggested we open a fraud claim to dispute the charges in early XXXX in which they would investigate and reverse the charges if I was in the right. They also told not to pay until the investigation is complete and that my account would NOT accrue and interest charges or late payment fees. I put the card in my drawer and did not use it, while doing this I would check up during work to see if they were almost complete with this investigation so I can use my card again and each time I called I was bounced around to different departments where I was put on hold for at least an hour each time, this occurred for months until I got notification on my Credit Report that Wells Fargo cancelled my card and put it into collections without my knowledge and I never received a letter or phone call regarding this either. 
I called Wells Fargo and was told they would look into it but needed to make a payment so in XXXX of XXXX I made a payment in good faith hoping they would restore my card, they then told me they would re-open the fraud investigation which they did and about 2 months later sent me a letter stating my claim was denied? I called up WF furious over this and was told they would not re-instate my card but would credit me 2 months of the charges from those autobill companies. In XXXX of XXXX my bill was around {$1800.00}. but XXXX of XXXX they told me my bill was {$3000.00}. which was insane because I had not used the card since I first called in the claim back in XXXX XXXX XX/XX/XXXX. 

I had made calls and wrote letter to no avail and WF would not re-instate my card nor handle my claim and they sent it to a 3rd party collections agency whom I called to get them to send it back to Wells Fargo. I had business accounts and personal banking accounts with Wells Fargo for years only to be treated this poorly. In XXXX of XXXX I hired a Credit Repair company who initially had it removed from my Credit report raising my score 82 points and the very next month it was put back on my Credit report lowering my score 91 points. I quickly contacted the Credit repair company whom told me they would negotiate with Wells Fargo to pay what I actually owed minus the erroneous charges from the {$1800.00}. bill which was a little over {$600.00}. In XX/XX/XXXX I settled to pay {$1200.00} and the Credit repair told me it would be removed from my credit including all late payments which Wells Fargo told me would not occur to begin with when I opened the claim. I kept checking my credit report and it was never removed as a Charge off for {$3000.00}. until I reported it myself in which they changed it to a Negatively paid account which shows I settled for a partial payment. This is not what I was told would occur from the Credit repair company and the debacle I had been through with Wells Fargo trying to rectify my claim was incompetent at best on their end.

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