Consumer complaint received 2018-03-31
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have been put at a disadvantage as a consumer. Wells Fargo submitted that I was 30 days late on a payment on XX/XX/XXXX, claiming I was 30 days late on my XX/XX/XXXX payment. This is untrue. My fianc tried to submit a complaint to resolve this issue, but was unable to do so effectively due to misinformation from Wells Fargo. Both my fianc and I have been told 4 different dates that we were allegedly late, forcing us to have to explain and research each one. When we submit a complaint, such as the one that was filed on XX/XX/XXXX, we are unable to effectively do so, because we had to submit a claim proving that the payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX were made, but Wells Fargo only selected one date XX/XX/XXXX, choosing not to address the fact that agents from their executive team told me different dates. Their negligence has prevented us from effectively filing a complaint, and has forced us to deal with this issue for close to 3 months now, damaging our credit while we do so. 
Furthermore, we are placed at a disadvantage by their IVR ( Interactive voice response unit ). The payment they now claim was 30 days late was due to a late payment on XX/XX/XXXX. However, I made that payment on XX/XX/XXXX with their IVR, which they have agreed the have a log of the call. They are stating I post-dated that payment to XX/XX/XXXX forcing it to be late. However, they are unable to offer me evidence of this by pulling the call, giving me an audit log of what I keyed in, or proof the system told me that it would be placed on XX/XX/XXXX. These are all things that would have been done had I talked to a live person. I was not informed that I would be sacrificing my consumer rights by using the IVR system opposed to a human. Had I known that, I would not have done so. Even if I had done this online, I would have gotten a visual conformation of the payment made, like I received when I made an online payment on XX/XX/XXXX. Furthermore, I had the means to pay the amount on XX/XX/XXXX, I have not reduced my {$3000.00} plus balance in my checking in the 4 months this is dispute started. There is no logical reason for me to postdate the payment, but when I spoke to their executive department, their representative, XXXX, told me that all he can see is what date the IVR registered, but could not tell me what was done on the call. XXXX decided this was enough evidence and closed my case, sending me a letter on XX/XX/XXXX. This to me doesn't constitute evidence, this is the result of what the system recorded, I should have the right to see how that happened. Blind faith in their IVR system, which is a developing technology puts me at a disadvantage as a consumer. 
Please note, I have exhausted every channel trying to dispute this matter ; I have made more than 20 calls, spoken in person to a Brach Manager at my local bank, spoken to 18 plus agents and managers, we have spent over 8 hours according to our phone records on the phone with them, attempted to dispute the claim with the credit bureaus and I have even emailed their board of directors, but as ofXX/XX/XXXX this matter is still unresolved.

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 explanation