Consumer complaint received 2020-02-27
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/2019 I spoke with a bank teller with Wells Fargo about submitting payment for a late bill of {$140.00} I had on XX/XX/XXXX. When the XXXX came I went to pay the bill and saw that the credit was already there of {$140.00}. I thought that I had paid it already and forgot due to me paying a lot of bills that day and it not having a description of where the money came from. On XX/XX/XXXX, I called into the bank because I saw there was a late fee that occurred which made look further and it seems that they recharged me the bill of {$140.00}. Upon calling back in the representative told me that I gave the previous rep permission to charge the 3rd party card on my account that I had not used in months. I told her this was not true and she sent me to the executive office to file a complaint. I filed the complaint and asked both people I spoke with if I had to pay anything and how would this work with my cc still having charges due because of this mishap. Both said they wouldn't know until a resolution came about for the account. Three days after this conversation on the XXXX of XXXX I check my account and it is closed and no one has told me of this at all. I call the executive office and they tell me they can't do anything until they figure out what has happened. In XX/XX/XXXX my credit gets hit with late marks which prompts me to call the executive office of Wells Fargo because I'm not understanding how this works. The employee tells me that they will get the analyst to get back with me. I hear back from her on XX/XX/XXXX and she tells me that I authorized their employee to charge my 3rd party account and I quickly assured her that I hadn't used that account in a long time and would never say that due to it being an old idle account. She then says she will look into it and respond. In XXXX, my credit says that i am late again deeming another mark on my report, but I am still waiting on a response from the bank. On XX/XX/XXXX I reached back out due to my account gaining another mark and asked where the case was. The individuals told me they had no knowledge of a case, yet told me they would get an analyst to look into it. I called on XX/XX/XXXX to file a complaint because I am not hearing anything on the case and am told that there is a new case open which had no knowledge of and an analyst by the name of XXXX XXXX would be working on it now, but he was unavailable at the moment. Today, XXXX XXXX  reaches out to me and I ask about the case which prompts him to tell me that I did authorize the amount to come out of my actual debit card with WF which is not what the previous person said that dealt with the case. I told him I did not authorize that and that the previous analyst said it was a third-party account. He held his answer which led me to ask why there was no negative balance on my debit account if it had tried to take the money out. He told me that it doesn't happen this way yet I have known it does because I have had money come out of my checking to pay a credit card on another card I have. If there was a smaller balance than the amount taken out then it would show an overdraft charge on the debit card side and a fee on the credit card side which was not the case. XXXX told me I already know the verdict and that I am looking for " help '' or " resolutions '' that benefit me which won't happen. He had all of my information incorrect and told me that there's nothing he could do. I think it is terrible that a bank that you sign your name into doesn't have any good customer service. I know good and well that they are lying and covering their own selves which is unfair to the customer. I just graduated college and fell a little behind in the midst of trying to find a job in my career field yet this is how I am treated with a bank I have had since XXXX. He is basically telling me that I am a liar. In addition, on XX/XX/XXXX I received a credit of {$37.00} for a late fee on my credit card after I hadn't paid it. XXXX told me I have to pay the card regardless of a case and they should've told me this, which they did not. I was told to wait until the completion of the case which still has yet to be resolved. XXXX clearly does not know what is inside of my case because every date he told me was incorrect leading himself to change it every time.

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