Consumer complaint received 2019-10-06
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Hello, The office of the comptroller has referred my complaint to your group. Wells Fargo has engage in extremely misleading practices and should be penalized. I am attempting to file a formal complaint against Wells Fargo for deceptive practices. I have scans of the written correspondence between them and I that can be provided. My email address is XXXX. On XX/XX/XXXX, I logged into my wells account to look at the credit card bill. At this time, I was presented with a popup notification while logged into the credit card account. This popup was viewed by myself and my wife, XXXX XXXX. She can be contacted at XXXX XXXX XXXX. This popup very clearly offered a settlement of our credit card balance. The offer was not ambiguous. It offered a settlement for our outstanding credit card balance. 
The offer was time sensitive and had to be responded to that day. If I agreed to the offer, I would pay XXXX on XX/XX/XXXX and two weeks later, I would be asked to pay XXXX on XX/XX/XXXX. This offer clearly said settlement. The offer referenced the entire outstanding balance. Each of the payments that encompassed the settlement WAS LARGER THAN THE MINIMUM PAYMENT DUE AT THAT TIME. My wife and I debated this offer and agreed to accept it. It was a painful choice and enormously difficult for my wife and I. {$2300.00} for us meant forgoing other payments in order to settle this one card. We decided it was too valuable and we could not refuse. This would reduce our debt significantly and we agreed to the offer. I made the payment and two weeks later, made the second payment as requested. In XXXX, I received a statement showing we still had an outstanding balance with Wells Fargo. This, I attributed to slow reporting of the settlement as it processed through their systems. On XX/XX/XXXX, I checked the account status. It showed no change, so my wife called the bank. The call center employees then proceeded to give multiple versions of what the payments I had remitted were for and denied they offered a settlement. 
We requested escalation. I hope they recorded these calls as my wife shot down all their illogical claims about why we were paying XXXX we didn't have when we didn't owe that much at the time. Wells Executive Offices, Consumer Credit solutions XXXX XXXX XXXX XXXX XXXX XXXX extension XXXX sent us a written reply " they were investigating the matter and would reply by XX/XX/XXXX. His letter is dated XX/XX/XXXX. I then logged into the account, took screenshots of the payments and dates from my wells checking in order to preserve the records. I then mailed them a very clear, written complaint with the screenshots and correct order of events regarding their settlement offer. I formally requested they retain all documents relating and communications related to this matter. I also requested they provide the DIGITAL REPRESENTATION that was presented to me via their website. Wells Fargo on XX/XX/XXXX then mailed me a letter that described their verbiage as'you 've been approved for a payment arrangement on your total amount due of XXXX you may make two payments by the following dates : XX/XX/XXXX and XX/XX/XXXX '' It goes on but their second paragraph acknowledges WE ARE UNABLE TO PROVIDE A SCREEN CAPTURE OF YOUR SPECIFIC ONLINE SESSION, however, the verbiage above is what was presented to you. We can also confirm there was no offer of a settlement. This is a complete misrepresentation, complete falsehood, based on no facts in their possession. The company has refused to provide us the actual offer that we received. Their offer, our acceptance, and the compensation we sent them should constitute an enforceable contract. This is not what their popup offer showed, not even close. Wells refuses to provide or review the actual offer we accepted. We suffered blows to our credit by forgoing other bills to accept their settlement. This is absolutely unacceptable.. We received a digital offer of settlement, we accepted it, we relied on their offer, to our detriment, we provided consideration. Please fine these lying thieves into the stone age and force them to honor their crystal clear settlement offer to my wife and I. Thank you.

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