Consumer complaint received 2018-08-17
Company: WELLS FARGO & COMPANY
State: WA
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
In XX/XX/2017 I closed my credit card and line of credit accounts with Wells Fargo bank. In XX/XX/XXXX I sold my house and used the money to pay off both accounts. On XX/XX/XXXX with the help of a financial assistant at XXXX XXXX XXXX XXXX ( XXXX ), Wells Fargo was contacted and a final payoff of both accounts was given WITH a 10 guarantee of no change in that amount. I immediately took the 2 credit union checks over to the nearest Wells Fargo bank and paid off both accounts. Starting 2 months ago I began receiving calls from people claiming to be from Wells Fargo ( I've no way to prove they were in fact Wells Fargo representatives ) claiming I owed them money AND back interest penalties. I told them I have cancelled my accounts and left Wells Fargo months earlier and paid off both the accounts in full. They continued to claim I owed them money so I told them repeatedly to send me a " hard copy '' statement in the mail, in the USPS, and I would then take that statement to my financial assistant and we'd get tot he bottom of this and resolve the issue. I was told they would do that, but no statement was sent. More calls from different people claiming to be from Wells Fargo came and the same was discussed and again with each I repeatedly told them to send me a hard copy statement via the USPS mail and I would contact my financial assistant at XXXX and get this resolved. Again no statement ever came. I also repeatedly told them I was not paying them over the phone without this statement and not without my credit union 's financial assistant to help me. Finally, I went in to XXXX and talked at length with the financial assistant even without the Wells Fargo statement and she called Wells Fargo again and for over an hour we were on the phone in speakerphone mode so she and I could be be part of the conversation. We were put on hold repeatedly, transferred to person after person after person and each said they were unable to access my closed accounts so they couldn't tell us anything. Finally, the lady in their complaints department came on the line and said she would start a complaint process for us and she said she would FAX the statement to the XXXX financial assistant AND send a statement to me vial the US mail. To date, none of this has happened and the credit union is a small single office and all knew what was expected to be arriving via fax, but never did. All this was done while on speaker phone so I could give my authorization. This was open XX/XX/XXXX. On XX/XX/XXXX I got another call and this lady was hostile. She demanded payment and said there was no reason for me to involve my credit union financial assistant and the only proof I needed regarding the money owed was her word!! She repeatedly talked over me and refused to let me speak and kept repeating the same demands over and over. I admit that I finally hung up on her!! One last thing, each and every call I received from these people claiming to be from Wells Fargo gave me a different payoff amount. I heard payoff amounts from {$97.00} to {$250.00} to {$340.00} to {$400.00} and never were the amounts the same from person to person and I told them each again that they need only send me a statement in the US mail and with the help of my credit union financial assistant we would resolve this. No statement has come, no fax and nothing via the postal service mail has come and yet I still receive phone calls claiming to be from Wells Fargo and demanding payment for a debt they refuse to prove and for which they continue to add interest penalties to regardless. They only use the phone so I have no documents or hard copy proof of all their harassing calls.

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