Consumer complaint received 2018-03-12
Company: WELLS FARGO & COMPANY
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I opened a XXXXXXXX XXXX Credit Card in XX/XX/XXXX. The due date for payment is on the XXXX of each month. Subsequently, a few months into payment, I contacted XXXX XXXX Customer Service, @ ( XXXX ) to change my due date from the XXXX of each month, until the XXXX. This plea fell on " deaf ears! '' I continued calling, to no avail! 

On XX/XX/XXXX, I spoke with a Customer Service Representative, by the name of XXXX, and he reassured me that my due date would be changed in XX/XX/XXXX, to the XXXX of each month. This still did not materialize, and I was frustrated to say the least. No payment was made. 

On XX/XX/XXXX, I contacted XXXXXXXX XXXX  again, explaining my frustration, and was transferred, to the Executive Office. I spoke to XXXX, in the Executive VP Office. I apprised her of the situation. She informed me to not make any payments, etc. until all issues were researched and investigated pertaining to my account. She stated she would assign my case to an Analyst, XXXX XXXX, and he would contact me in 10 business days. I was given a Complaint Case # XXXX. I was never contacted by XXXX XXXX. I contacted the Executive Business Office, in 10 business days instead! 

The case was assigned to XXXX XXXX, in The Executive Office. I explained my frustrations and plight. He indicated he would analyze the case, and call me back. He later contacted me, and stated he adjusted late fees on my account. He NEVER addressed changing my due date. I requested to speak to his Supervisor. 

I spoke to XXXXXXXX XXXX  Supervisor, XXXX, and the issue was NOT resolved. I requested to escalate my case. I spoke to XXXXXXXX XXXX Supervisor, XXXX, who stated he would listen to previous phone calls, pertaining to my request, to change my due date from the XXXX to the XXXX. He contacted me later in the week, and stated, he had listened to my phone calls, regarding my request to change the monthly due date. He further stated, I acquiesced to the XXXX of each month. I told him, I made this plea several times, to NO AVAIL! He did not indicate the due date would be changed. I also addressed the 30 day late derogatory credit reporting to all bureaus regarding my credit history. This was reported to all Credit Bureau agencies, in XX/XX/XXXX! XXXX stated, Wells Fargo was within their right, to report the 30 day late delinquency! I VEHEMENTLY disagreed, and concluded the phone call.. 

Subsequently, on XX/XX/XXXX, I received correspondence, dated XX/XX/XXXX, from XXXXXXXX XXXX I was in UTTER SHOCK, to learn, my XXXX XXXX Credit Card was closed! I immediately contacted The Executive Office, and was informed XXXX XXXX, would contact me about this matter. XXXX XXXX, has FAILED to contact me about the matter. XXXX XXXX did not contact me via telephone, as promised, regarding the closure of my XXXXXXXX XXXX account. 

On XX/XX/XXXX, I received a phone call from Collections. I lamented to Collections. I was awaiting a phone call regarding my account from XXXX XXXX, in The Executive Office. The Collections Department, knew nothing of such, and said that my account had been transferred to their department. I immediately hung up from the Collections department, and contacted The Executive Office, and again lamented, how I have been CONSISTENTLY and UNFAIRLY treated by Wells Fargo in the The Executive Office. 

I spoke to XXXX in the The Executive Office, and he apologized profusely, for what I had experienced regarding my XXXXXXXX XXXX Credit Account. He stated he would assign the case to another analyst, XXXX XXXX. Case # XXXX. He indicated phone number XXXX, ext. XXXX was the phone number to follow up. He further stated, I would be contacted in 10 business days. 

On XX/XX/XXXX, I contacted XXXXXXXX XXXX Collections Department, and spoke to XXXX, Manager in the Collections Department. I apprised her, of my frustrations, and the closure of my account. XXXX apologized, and stated since The Executive Office, is closed on the weekend, and my account was assigned, to The Executive Office, she could not re-open my account. 

XXXX further stated, per review of my account, since The Executive Office had my account assigned to one of the Analyst in XXXX, my account should not have been closed by the Collections Department. A hold should have been placed on my account! The Executive Office, FAILED to communicate this to Collections. As the facts and evidence entail, I was SEVERELY FAILED by Wells Fargo Executive Office.

I am asking that the following take place : My Account should be reopened without any late fees. 
My Account Due Date should have been changed from the XXXX to the XXXX Remove any and ALL DEROGATORY Credit with the Reporting Agencies. 

I am requesting that Wells Fargo return me to whole, both on this XXXX 's Credit Card, and with the Reporting Agencies. All payments will be promptly made upon the correct balance and monthly due date changes! 

Thank you for your prompt attention to this matter. 

XXXX XXXX XXXX, XXXX

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