Consumer complaint received 2018-03-27
Company: WELLS FARGO & COMPANY
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
In XX/XX/XXXX I attempted to change banking institutions leaving Wells Fargo and going to XXXX. In order to change I needed to pay off three credit cards I secured a personal loan from XXXX for the exact payoff amount in XX/XX/XXXX. XXXX then mailed the checks to the three receiving Credit Cards. I have a XXXX tracking number that proved that the check was received on XX/XX/XXXX. I waited a couple of weeks, the XXXX from Wells Fargo and an outside credit card, were reduced down to XXXX correctly, and I was led to believe were closed. However, the Visa from Wells Fargo did not. I called them, and they said they never received the check I let them know I have evidence that the check was received. They said they didnt know where it was, and that I needed to cancel the check and reissue a check and send it out so I did. When the Wells Fargo finally received the check, they paid the account/cashed the check on XX/XX/XXXX. However, Wells Fargo did not credit the account back to XX/XX/XXXX when the initial check was received they attempted to charge me late fees and interest for that two month time period. My XXXX personal banker said that XXXX would deal with the extra fees and interest, because they felt I should not have to pay those fees or interest either.

When XXXX got the personal loan check delivered on XX/XX/XXXX, and got the extra fees and interest voided, the account was at XXXX.

About three weeks ago, XX/XX/XXXX, I started receiving phone calls from Wells Fargo in regards to my XXXX  and Visa. They stated that I still had outstanding balances on those cards and that the accounts were never closed. I was able to speak with an able minded individual in regards to the XXXX  who voided their accumulated {$40.00} and some dollars and closed the account. The Visa has not been accommodating they stated that when the account was paid to XXXX   on the XXXX that it was in the middle of a cycle and that the interest wasnt charged yet. Over the last 10 months these accounts have been accumulating interest, delinquency, and late fees ( approximately {$400.00} and some ). I have spoken to several banking institutions and even several Wells Fargo people that I have come in contact say that it is standard procedure to have backdated the payoff amount to the initial day it was received, XX/XX/XXXX and since they didnt do that, and still refuse to do that, my credit score is badly damaged.

Ive tried escalating the issue internally but the Wells Fargo representatives keep asking me to make a payment and then they can waive fees. I was finally able to get them to assign the case to an executive internally, but this individual would not speak with me, would not return my calls, and has yet tried to make contact directly. Wells Fargo states that they have sent out letters keeping me updated, but I have since moved and did not update Wells Fargo of my contact information given that I was told the accounts were closed. I have since let them know my mailing address but still have not received anything from the executive assigned to my case.

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