Consumer complaint received 2018-01-11
Company: WELLS FARGO & COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
I canceled my Wells Fargo credit card as well as Wells Fargo savings and checking accounts due to their fraudulent accounts scandal in XX/XX/XXXX. 

Paid off credit card balance with money deducted from checking or savings account. Received a letter from Wells Fargo showing XXXX balance and card had been canceled. 

Subsequently received a letter from Wells Fargo in XX/XX/XXXX that I still owed money. Went to Wells Fargo Bank to resolve. There had been an issue with the money being deducted from account because account had been closed before money had been credited to credit card bill. This is despite receiving the previously mentioned letter showing {$0.00} balance. 

Went to Wells Fargo Bank on XX/XX/XXXX. Spoke to " XXXX '' on phone. We paid the {$27.00} principal amount that had not been deducted properly from the closed account. Then spoke with " XXXX '' from the escalation department. XXXX confirmed that all fees and interest charges were waived. Confirmation # XXXX. Was assured that the matter was resolved. 

Received a letter from Wells Fargo dated XX/XX/XXXX that we had a past due amount on subject credit card.

Went to Wells Fargo bank again on XX/XX/XXXX. Spoke on phone to " XXXX. '' Was assured again that the problem would be taken care of, it was a bank error, and waived all charges and was told the account was indeed closed with a {$0.00} balance. Confirmation # XXXX. Heard nothing further from Wells Fargo. 

On XX/XX/XXXX we received another letter from Wells Fargo dated XX/XX/XXXX that we have a balance of {$150.00} immediately due and " Due to the serious delinquency on your payment, we have exercised our right to accelerate the balance. We 've also reported your account to the consumer reporting agencies as " unpaid balance reported as a loss ( charge-off ) by credit grantor. '' Returned to Wells Fargo bank on XX/XX/XXXX to speak to them again. Spoke to XXXX XXXX Collections and described issue once again. They agreed to waive all charges and fees and will contact credit bureaus but it could take 30-90 days to be resolved. I requested confirmation be provided that these actions were being taken. I was told by " XXXX '' that his system would n't allow him to send me any confirmation and that I would " just have to trust him. '' I requested to speak to a manager. 

Was referred to the Executive Office. Spoke to XXXX XXXX and was told that a case file had been opened to resolve this issue but it could take up to 10 days. Requested to talk to a manager above her. Was referred to " XXXX '' who explained the process to me once again. I told her that I did not trust Wells Fargo 's " processes '' to resolve the issue because I had been assured twice before that the issue had been resolved. I requested to speak to her manager. I was forwarded to her supervisor, " XXXX, '' waited on the phone for probably 30 minutes then Wells Fargo hung up on us. " XXXX '' is supposed to call me but has not as of yet. 

I have been harmed because of mistakes caused by Wells Fargo and their reporting their mistake to the credit bureaus. I received assurances once again from the Executive Office that the problem would be resolved, but I have no confidence that it will be satisfactorily resolved based on previous poor performance by Wells Fargo. 

What can I do further to hold Wells Fargo accountable for their mistakes, and what penalty should they incur for the harm caused to me for their errors?

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 non-monetary relief