Consumer complaint received 2021-04-29
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
My Wells Fargo auto loan was paid off in full by my insurance company following a car accident resulting in a total loss. Prior to this, the auto loan account had no late payments reported. I received a letter from Wells Fargo verifying that the auto loan account was paid off in full and closed as of XX/XX/XXXX. 

On XX/XX/XXXX, I received a notification from XXXX that Wells Fargo reported a 30-day late payment in the month of XX/XX/XXXX ( after the account was already closed ). 

On XX/XX/XXXX, I filed a dispute directly with Wells Fargo, and I also filed a dispute with XXXX Included with my dispute, I attached a copy of the letter from Wells Fargo verifying that the account was paid in full and closed in XX/XX/XXXX, so it was not possible to have a 30-day late payment in XX/XX/XXXX. 

I also called Wells Fargo multiple times on XX/XX/XXXX, XXXX, XXXX, XXXX, and XXXX. I spoke with multiple associates including a member of their Escalations Team and my complaint was assigned to their " Office of the President '' ( also called the Executive Office ) and assigned a case number and a case specialist. My case specialist reviewed the details of my account and also confirmed that the negative remark appeared to be an error and forwarded my case to their credit team with a request to remove the negative remark from my credit report. 

On XX/XX/XXXX, I received the results of my dispute from XXXX  stating that the negative remark on my credit report would not be removed. I called XXXX to get clarification on this decision and was informed that Wells Fargo had responded to the dispute and confirmed that the negative remark was accurate. This was in direct conflict with the information I'd received from Wells Fargo. 

On the same day, XX/XX/XXXX, I called Wells Fargo and spoke with my case manager. Upon reviewing the notes on my account, he indicated that Wells Fargo had not received or reviewed my dispute from XXXX  nor had they verified the accuracy of the negative remark. He indicated that if someone from their credit team had reviewed the dispute this would have been reflected in the notes on my account along with the results of the review/investigation. 

I then called XXXX back and was once again told that Wells Fargo had, in fact, responded to the dispute but they would re-open the dispute anyway and send it back to Wells Fargo for another review. 

At this point, the inaccurate remark is still on my credit report and has caused my credit score to drop XXXX points. I have contacted both XXXX  and Wells Fargo and nothing has been done to correct this inaccuracy, and I am receiving conflicting information from representatives at both companies.

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