Consumer complaint received 2018-04-23
Company: WELLS FARGO & COMPANY
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I failed to receive statements from Well Fargo many months ago on an account that was opened and has been in good standing for approximately a decade. Not having received a XX/XX/XXXX/XX/XX/XXXX statement, I proactively called and requested statements and to immediately pay all balances in full with a Wells Fargo representative ( XX/XX/XXXX-XX/XX/XXXX timeframe ). The representative said the prior month 's statement balance was approximately $ 600- {$700.00} and I advised that I wanted to pay the statement balance off in full. I requested and instructed the Wells Fargo representative to pay approximately {$2000.00} at that time, representing greater than three times the full statement balance. Later in the day, I went to use the subject card and it was declined at a merchant. I called Wells Fargo and was advised that the account was 1 ( ONE ) day past due and the account was therefore blocked. I advised the representative that I paid three times the amount of the full statement balance and was told that it didn't matter. I then asked to close the account and was refused by the representative, being advised that I would have to wait several days to close the account. I called back within several days and explained the situation was advised that the account block was released and available for use and that interest and fees were being added as I was one day late, regardless of whether I received a statement or not. Rather as I was informed, it was my responsibility to log online and determine what my balance was. Again, I requested that the account be closed and was refused. I asked to speak to a manager and was repeatedly refused for that request and told that no managers were available. I was told that I must leave my name and number and someone would call back in 24 - 48 hours. I again called back several days later and restated the course of events that occurred over the past several days. Finally, I was transferred to the executive offices, which I later learned are truly not executive offices, but rather Wells Fargo general customer services offices. I explained the situation and after the representative argued with me for 20-30 minutes, it was agreed that the late fees and interest be waived for the original statement. I was told that I would be contacted soon by a manager to discuss the whole matter. After three more weeks and no response from Wells Fargo, I called them back and was advised that the case was closed and that some representative had called and not received an answer so their policy is that they close the case ''. A gentleman by the name of XXXX reopened the case in early XXXX and promised to contact me or have a manager contact me soon. I have received no contact since that discussion. On XX/XX/XXXX, I contacted Wells Fargo again requesting a statement and my balance, so that I could pay off my statement in full. The representative I spoke with at the 'Executive Office '' ( customer service office again ) was rude, abrasive and ended up telling me no manager was available and that no one else could talk to me. She then hung up the phone when I asked to speak to anyone. I called back again and explained the situation and was told the case was still open but that the representative that I just spoke with left no notes and could not be identified. WELLS FARGO CASE NUMBER : XXXX. Add this to the fact that I have REPEATEDLY requested that we be contacted about the fraudulent opening of a DDA account by a Wells representative involving our daughter. Two years ago our daughter lost her debit card. I advised her to visit the Wells Fargo retail office in XXXX, FL to deactivate the debit card and order a new one. When she went to the office the Wells Fargo representative lied and told her that she could not obtain a new debit card, but that the only way to get a new debit card was to open a new DDA account. Once we found out about the lies of the Wells Fargo account representative, I sent my daughter back to the branch and the representative was rude and made my college-age daughter cry. I then called the manager of the office who advised me he would look into the situation and never called back. The original account was a student account and the new account was an account that required minimum balances and accrued fees. This was FRAUD for employee bonus points and to generate fee income. I have called Wells to address this issue endlessly and they have avoided addressing it as they say that my wife and I are not on the account so we can not discuss it. That is correct as they closed the account with my wife 's name on it and opened a new account with only our daughters name on it, prohibiting us from accessing an account we established by changing it for benefit of employee bonuses. This avoidance has gone on for OVER TWO YEARS with only empty promises to address by Wells Fargo.

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