Consumer complaint received 2018-01-08
Company: WELLS FARGO & COMPANY
State: NJ
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem when making payments

Complaint:
In XXXX XXXX, I bought appliances at a store named XXXX 's Appliance in northern New Jersey. The appliances cost a couple thousand dollars, so the store said it could issue me credit, with no-interest for the first year. Sounded great, so I took them up on it. 

Turns out, I was applying for credit with Wells Fargo. 

We needed to wait for a renovation to be done before we could accept delivery on the items, which was n't until about XXXX XXXX. We were told we were n't going to be billed until the delivery was made. 

After the delivery, we kept waiting for bills to show up. Finally, we realized something with a return address of " XXXX XXXX XXXX '' is actually the Wells Fargo bill for our appliances from XXXX 's Appliance. 

So, my first payment for my new appliances was late. When I called to explain the issue and ask if I could set up automatic payments, the customer service rep was clueless and told me to talk to my bank where I have my checking account ( XXXX  XXXX XXXX ). 

By then, I 'd run out of patience and was aggravated at realizing the time I spent dealing with this XXXX XXXX 's Appliance crap was time I 'd never get back. The next bill came in, I caught it and it was paid. 

But then XXXX rolled around, and the bill got lost in the shuffle when my husband did n't recognize XXXX XXXX as an actual bill. So now, the payment is 5 days late. And a $ 60 monthly payment was hit with a {$38.00} Late Fee. 

I called the customer service number on the bill to figure out how to set up monthly payments, since the Wells Fargo website is so confusing. The first rep could n't help me, so he transferred me to a second rep. She proceeded to speed-talk over me and denied my accusation that using mail with a return address from " XXXX XXXX XXXX '' is an attempt to evade consumers and then hit them with late fees. She then said she was going to " transfer me to another department '' -- at which point I asked for her customer service ID number. But she just " transferred me '' and I was disconnected. 

By the way, I have an excellent credit rating -- 782, to be exact. I 'm not a slouch when it comes to paying my bills. But this? This is another attempt by a national bank to XXXX the little guy. When is Wells Fargo going to stop acting like the local loan shark when it comes to service for customers? I 'm disgusted that I even signed up for this " loan, '' because I could have just charged the whole thing to my XXXX XXXX and managed my payments easily and effectively. 

So, I want to report the Wells Fargo practice of using third party " marketing '' groups to handle billing, especially when it is NOT clear that the mailing is, in fact, a bill. Also, I want to file a complaint regarding the service rep 's assertion that Wells Fargo did n't issue the mailing, when on the bill itself, it says " XXXX XXXX XXXX, Issued by Wells Fargo XXXX XXXX XXXX. '' And all the contact information is for Wells Fargo : www.Wellsfargo.com/cardholders ; customer service - XXXX. 

It 's time Wells Fargo is held accountable for its sleazy, underhanded operating practices.

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