Consumer complaint received 2019-08-21
Company: WELLS FARGO & COMPANY
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I was a Wells Fargo customer for over 15 years with a checking and savings account, and for a slightly lesser time a credit card. About a year ago, I closed my Wells Fargo checking and savings, due to holds on deposits and blocks on my debit card for no justifiable reason, in addition to constant high pressure sales for more accounts, and consistent news regarding their unsavory business practices. For several months after closing my deposit accounts, I continued making regular payments to my Wells Fargo credit card from my other bank checking account. There was never a returned payment, and never a late payment. Suddenly and without warning or reason, about 2 months ago Wells Fargo started placing long holds on my payments made to the card. The first hold, I called customer service and was transferred a couple of times, before being told that the department that handles those holds is not " customer facing '' and the only option for contact was to request an email be sent from them that I could respond to. So, I went forward with that process and spent about a half a day before I was able to have the hold removed. I have now had to repeat that process several times - with even a 'test ' payment I made of {$100.00} being held, as well as any larger payments I've made. The department handling the holds or release of holds is not open for the same extended hours that general customer service is, so twice now I've called, been placed on hold, been transferred twice ... only to be told that the department is closed and I'd have to call back the next day. I have asked why this is happening and have not received an answer. I have asked how to avoid this on EVERY single payment I make, and not received an answer. Last week, I applied a payment to the card that would clear the balance to XXXX - while I don't wish to close the card, due to the long positive history I have with it being necessary to maintain my credit rating, I was so tired of being bullied into opening another Wells Fargo account just to have this stop happening. As it stands, I made that payment on Friday, it was " processed '' by Wells Fargo and cleared my other bank checking on Monday, and as of today the payment is still being held. I called this morning and after two transfers, the 3rd person I talked to suggested that it was the size of the payment causing the issue. I argued that they'd even held a {$100.00} payment when I was testing things out. She then suggested it was due to the outside bank being the source ( even though my payments have been coming from that same account without issue for months ) and made reference to a Wells Fargo checking, as many before her have done. Wells Fargo continues to bully their customers, operate in a way that causes undue inconvenience, and proceed with a course of action that they only get away with due to their size.

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