Consumer complaint received 2020-12-10
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:
My complaint is the manner in which Wells Fargo responded to my dispute. It took 7 months. Months of calling and emailing to try to understand what had gone wrong with my account. 
And I believe that is also took me reporting it to you for them to ever reach out to me. 
They say now as of XX/XX/XXXX the dispute has been resolved and have shown where they credited my account for 2 payments of equal amounts and how one was returned and the ADDED back onto my balance. 
This threw me off completely and I did not understand. After months of trying to get someone to help me months and months later, they are saying I owe interest charges that I would have paid as I always paid my balance in full every month. I was not going to pay Wells Fargo for an amount that I did not think was accurate and expect a refund from them when I can not even get anyone to help me answer questions. 
I indicated this to the case manager that responded to me only after I reported Wells Fargo to you. I told them that I can not pay the entire amount until things were verified and agreed and understood. It did not matter to Wells Fargo because why would they want to settle my dispute in a timely manner they never gave that consideration. They would be happy if it never got resolved and my interest and balance just kept increasing so they can make more money off of me. 
I can not believe how inadequate, unprofessional, and downright deceitful Wells Fargo has been. Even after years and years of being a customer with them, paying my balance in full and on time every month. 
I noticed some discrepancies with my account in XXXX of 2020 ( literally 7 months ago ) and I had a case created that was NEVER followed up on. 
I called routinely every week ( just to torture myself ), which caused severe amounts of stress for me but it was important for me to understand and resolve my questions concerning my balance. 

No one ever helped me. I would be told that a case manager had to be assigned and they would contact me. Then on one occasion in XXXX when the balance was still in question I received an email from a case manager introducing themselves to me. I responded and NEVER heard back from them. Finally, after I reported Wells Fargo to Consumer Financial Protection Bureau someone magically contacted me. 



I received a resolution letter from Wells Fargo Executive offices on XX/XX/2020, through email. I still do not agree with the resolution. 
It took Wells Fargo 7 months, hundreds of phone calls, many emails, and so much aggravation to try to get to the bottom of an issue. 
I have always had my BALANCE in dispute. I did not agree with the validity and accuracy of the amount. 
The resolution letter states that my balance is We confirm that as of the date of this letter, your account has a balance of {$14000.00}. 
I made a phone payment on Tuesday, XX/XX/XXXX for {$500.00} with a confirmation number XXXX On XXXX  after I spent over an hour on the phone with Wells Fargo before work to go to my bank and get a cashiers check for my remaining balance. If I did not do something, my account would keep on accruing interest which is what I am disputing. 
I sent Wells Fargo a cashiers check from my bank for {$13.00}, XXXX. The amount they quoted me in the letter and from the automated response when I dial in to Wells Fargo ( the amounts matched and were the same ) minus the {$500.00} pa I noticed some discrepancies with my account inyment I made over the phone that I indicated above. XXXX of 2020 ( literally 7 months ago ) and I had a case created that was NEVER followed up on. 
I called routinely every week ( just to XXXX  myself ), which caused severe amounts of stress for me but it was important for me to understand and resolve my questions concerning my balance. 

No one ever helped me. I would be told that a case manager had to be assigned and they would contact me. Then on one occasion in XXXX when the balance was still in question I received an email from a case manager introducing themselves to me. I responded and NEVER heard back from them. Finally, after I reported Wells Fargo to Consumer Financial Protection Bureau someone magically contacted me. 

Wells Fargo wants to charge me almost {$300.00} worth of interest that I called this morning about to have waived and they said they could not do that. 
They did credit my account for some fees but these are what I am questioning. They never responded, only responded after I took it to another level and all the while I am questioning my balance they just sit there, never return my emails or calls or help me and let my account go on accruing interest. It is their fault. I should not have to pay for these. And I should not have to pay ANYMORE money as I have given them their total amount that was indicated on the resolution letter. 

In my resolution letter, my balance is indicated. Also when I call the automated phone system that balance is confirmed by what is in the letter. 

Today I went to my bank to get a cashiers check for the total balance including the almost {$300.00} in question of interest charges that I am requesting them to waive. 
I went to 3 Wells Fargo banks and finally found one that would actually communicate with me. 
One branch ( XXXX in XXXX XXXX ) was open drive-thru only and I called the number to try to get in to talk to someone, a banker -- anyone..no one would answer the phone. 
I went to another branch ( XXXX and XXXX XXXX ) and the same thing occurred there. 
Luckily, the Wells Fargo at XXXX XXXX XXXX XXXX was open. I was able to walk in and pay my cashiers check and receive a confirmation receipt for that very large payment. 
I want to be completely finished with Wells Fargo as they have caused me XXXX, financial and emotional  distress. They clearly have no intention of providing satisfactory customer service. 

There has been as of this morning after spending another hour or so on the phone with them been another case created. 
This case number is XXXX The previous case numbers were XXXX and XXXX As you can see by the first 4 digits they indicate the month they were initiated. Also included was the Consumer Financial Protection Bureau case number : XXXX -- Which I have indicated is the only reason Wells Fargo contacted me when I did because I took this step in contacting you to try to get some help after receiving nothing from Wells Fargo for 7 months. 
The bottom line is that this entire balance was in question -- -I could not pay it off in full until I understood if it was accurate -- -I still do not believe it is accurate but I have sent them PAYOFF in FULL even including these finance charges I am in dispute of. 
It has been my experience that Wells Fargo has a 10 day window which every time I called I was told that they had asked for an extension because no case manager had taken my case yet. 
I assume this will be the case once again and the miscommunication will only get worse if not remain the awful same that I have received from them. 
Please if you can on my behalf argue that these finance/interest charges should not be on my account when the account was in dispute -- I have paid a very large some of money to Wells Fargo to be finished with this company for good. I have no money left to give them. 
My balance needs to be {$0.00}. 
Please help me with this. I am sorry if things have been repeated in this letter-I tried to be concise and include all pertinent information.

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