Consumer complaint received 2019-03-05
Company: WELLS FARGO & COMPANY
State: WA
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
On XX/XX/XXXX I received a call from Wells Fargo regarding a WF credit account that I'd opened for the purchase of furniture at a local retailer ( XXXX XXXX XXXX ). I was advised that the account was 2 months delinquent and that payment was needed. I apologized for the oversight and explained I hadn't received a statement from Wells Fargo and made payment on the spot. Subsequent to that -- I believe in XX/XX/XXXX -- I learned that the account had been closed involuntarily on XX/XX/XXXX due to this 60 day delinquency without my being notified ( either by mail or by the representative I spoke with in XXXX ). At that time, I requested to speak to somebody on Wells Fargo 's Executive escalation team, as I'd maintained that account in good standing for approximately 3 years and was concerned about the account closure negatively impacting my credit score. While I was told that I would receive a call from the WF Executive Escalation team within a day or 2, I was never contacted. Wells Fargo maintains they sent me a letter advising of the reason for their decision to close my account and that I could not have the account reopened or the negative credit reporting reversed. Over the subsequent months, I told each person who called me regarding the balance on the account that I was still waiting for a call from their executive escalation team no less than 4 times ( in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and again in XX/XX/XXXX, to the best of my recollection ) I was told repeatedly somebody would call me from that team. No call was ever made and I confirmed with a member of the executive escalation team ( XXXX XXXX. ) today, XX/XX/XXXX, that aside from a call that was attempted on XX/XX/XXXX Wells Fargo 's records also supported my assertion that nobody ever called me from their escalation team prior, despite numerous requests. XXXX proceeded to inform me their decision was final, they had received no return mail sent to my address and so their was no reason to believe I hadn't received it, and when I advised that I would be lodging a complaint with the CFPB, I was told that was my decision to make. 

I've now paid the past due balance owing on my WF card account, after having told multiple callers ( collectors ) from WF that as a matter of principle, I would pay my balance as soon as their executive escalation team contacted me and addressed my concerns. While I now bear the negative impact of that decision ( on my credit ), Wells Fargo completely failed to uphold their repeated promises to have somebody contact me over a 6 month span. They confirm nobody called me to address my concerns over that span, and yet, they appear to have no repercussions for contact me. This is wrong, and another example of Wells Fargo treating its customers poorly.

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