Consumer complaint received 2018-03-29
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
From XX/XX/XXXX-XX/XX/XXXX 25+ phone calls made 19+ representatives/supervisors 6 requests to have calls pulled 51 business days, 73 calendar days unresolved. Company is claiming that our account was at one point 30-60 days delinquent and has been FALSELY reported to the 3 credit bureaus. It was reported on XX/XX/XXXX that the XX/XX/XXXX payment was 30-60 days late. We have had calls pulled and transcripts reviewed documenting that the account was never 30 days delinquent. This information was provided to us in letter form, outlining what occurred on the calls but is still being prefaced with there is no bank error and it is still the account holders error. HERE ARE ALL OF THE EXACT PAYMENT DATES WHICH CAN BE VERIFIED THROUGH EVERY SINGLE PHONE CALL!!!!!! THE ACCOUNT WAS NEVER MORE THAN 16 DAYS LATE!!!! XX/XX/XXXX - Account was opened. XX/XX/XXXX - {$84.00} payment due - payment made XX/XX/XXXX with live representative XX/XX/XXXX - {$84.00} payment due - payment made XX/XX/XXXX with live representative XX/XX/XXXX - {$84.00} payment due - payment made XX/XX/XXXX along with the XXXX payment with a live representative XX/XX/XXXX - {$84.00} payment due - payment made XX/XX/XXXX through automated system in the amount of {$160.00} XX/XX/XXXX - {$84.00} payment due - payment made on XX/XX/XXXX through automated system with XXXX payment XX/XX/XXXX - {$84.00} payment due - payment made XX/XX/XXXX with live representative XX/XX/XXXX - {$84.00} payment due - payment made XX/XX/XXXX through bank website XX/XX/XXXX - received notification that there was a change to our credit scores and found that it was reported our account was 30-60 days late. We contacted the customer service department to find out what happened. On this call, the representative acknowledged there was a system error that post dated our XX/XX/XXXX payment to XX/XX/XXXX causing the system to think the account was late. The representative removed the XX/XX/XXXX late fee, submitted a dispute on our behalf to have the credit report error fixed, and assisted us with getting the payment processed that was pending and making the next months payment for XX/XX/XXXX. XX/XX/XXXX - it was reported to the credit bureaus that XX/XX/XXXX was 30+ XX/XX/XXXX - we were told that the XX/XX/XXXX payment is what was 30+ days late because there was no payment showing on the XX/XX/XXXX statement. No calls were pulled per request even though the XX/XX/XXXX payment was made on XX/XX/XXXX XX/XX/XXXX - we were told that the XX/XX/XXXX payment was 30+ days late. XX/XX/XXXX payment was made on XX/XX/XXXX On four different occasions, four separate representatives told us different dates that were late. We were told XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and then XX/XX/XXXX in that order. There are inconsistencies from what they are telling us, what was discussed on the phone calls, and what they reported to the credit reporting agencies. Additional documentation attached.

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