Consumer complaint received 2017-09-28
Company: WELLS FARGO & COMPANY
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I have both a Wells Fargo checking and savings account and my daughter has a student loan with them. 
In XXXX XXXX, XXXX, I took over repayment of the student loan of which I am a co-signer. I made a payment of {$170000.00} using the Wells Fargo Co-signer App which processed successfully and noted the monies had been removed from my available balance. 
My plan was to be at least XXXX or 2 months ahead of schedule, so I submitted another {$350.00} payment on XXXX XXXX, noting that the monies were immediately withdrawn from my account. Normally the XXXX 's XXXX XXXX Pay history would reflect all submitted payments ; however, neither payments are now reflected on my bill pay history, although XXXX payment has been credited on my daughter 's student loan document and I 've included an email regarding the {$350.00}. These were removed once I started voicing my concerns. 
XXXX payment was successful. However, Wells Fargo cancelled both XXXX and XXXX payments and then charged late fees. 
On XXXX XXXX while out of town, I went into the Wells Fargo Bank in XXXX, questioning why I had received an email stating they could suddenly not process my payments when the money had been withdrawn. Personal Banker, XXXX XXXX gave me the number to Wells Fargo XXXX XXXX XXXX. 
I then contacted XXXX Services and was told the account was past due. I protested and stated I used their application which showed the submission dates and listed the corresponding confirmation numbers and that this information was available online. She confirmed that Wells Fargo had setup and owned the XXXX Access App for usage. She then explained I was only allowed XXXX payment per month, which would explain why the XXXX XXXX payment of {$350.00} was unsuccessful. I responded, I have never had problems giving my money away and could not understand how a banking institution would not take any and all payments! I mentioned I would have to follow-up on XXXX XXXX, when I returned home. 
At home, I logged into my online account and found that Wells Fargo had completely removed all of the entries relating to payments to the Wells Fargo XXXX XXXX. Ive spoken with a total of XXXX of XXXX XXXX representatives requesting they restore my statement as reflected on XXXX, so that I could confirm that all monies had been credited back into my account, but to no avail. 
I believe Wells Fargo is purposely attempting to cover-up their inefficiencies and not crediting the proper accounts and charging late fees to the unsuspecting. 
If Wells Fargo is without fault, why did they remove the educational loan submission entries from my online statement and bill pay history? 
I would appreciate your help in my recovering all late fees and visibility into what happened to the monies removed from my account. ( FYI XXXX payment processed successfully!! ) Thank you, XXXX XXXX XXXXXXXXXXXX

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