Consumer complaint received 2020-04-26
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
All dates stated here are year XXXX. This is a follow-up to CFPB Complaint # XXXX. After you intervened, Wells Fargo ( WF ) did finally pay me on XX/XX/XXXX the then-remaining credit balance of {$4200.00} on my credit card. On XX/XX/XXXX, I then paid WF {$400.00} to cover a {$400.00} charge I'd made to cover a dental bill I had put on the card on XX/XX/XXXX. However, also on XX/XX/XXXX, WF put a FALSE AND FRAUDULENT debit charge on the card of {$4600.00}, which I had NOT incurred and which they labelled a " payment adjustment '', so that the card appeared to have a " balance '' ( owing ) of {$4200.00} even though there actually was no balance owing at all. Since then, I have phoned them repeatedly, spoken to multiple Reps and multiple Supervisors on recorded lines. Each and every one of the people I spoke to, on reviewing the account, agreed that I owe WF no money, they owe me no money, and my account balance is XXXX. They have at least twice escalated the issue to Corporate, to the effect that I received a letter from Corporate dated XX/XX/XXXX saying they received my WF complaint # XXXX and I would hear from them by XX/XX/XXXX, and then a follow-up letter ( same case ) dated XX/XX/XXXX saying I " can expect a response by XX/XX/XXXX ''. Meanwhile, sometime between XX/XX/XXXX and XXXX, I got a phone call ( male, don't recall name ) who reassured me that WF agreed I have a XXXX balance, and they were working on it, and in the meanwhile until they fixed their records they would not require any minimum payment on this " phantom '' {$4200.00} because they knew I didn't owe them any money, nor would I have to pay any Interest or any " didn't make payment '' fees. Then last week on XX/XX/XXXX I logged on to my account, and not only was the {$4200.00} still there, but now it also demanded that I pay a {$42.00} minimum payment. When I then called again ( on XX/XX/XXXX ) the Rep " XXXX XXXX '' said that [ 1 ] she had seen this exact kind of problem before and would send another Complaint to Corporate, and [ 2 ] if I didn't pay at least {$42.00} on this money I DID NOT OWE then WF would charge me a nonpayment fee, and [ 3 ] if I didn't pay WF the ENTIRE {$4200.00} that I didn't owe then they would charge me Interest on any " unpaid '' amount. I then spoke to her Supervisor XXXX who told me that though she agreed ( looking at the record ) that I didn't owe WF any money and the {$4200.00} " balance owing '' they had on my account was in ERROR, she couldn't do anything about it ; XXXX said SHE would also send another Complaint to Corporate, and XXXX told me that she could request for me a temporary " COVID19 '' waiver of both minimum payments AND any interest charges on any unpaid balance, so that's what I did. I have spent at least 5 hours and probably more like 10 hrs or more both being on Hold and talking to many WF Reps about this {$4200.00} that my Statement has on it but that WF agrees I do not owe, and have gotten NOWHERE. Please help me. Also, GIVEN XXXX XXXX 'S ASSERTION TO ME THAT SHE HAS SEEN THIS HAPPEN TO OTHER WELLS FARGO CUSTOMERS, PLEASE INVESTIGATE WELLS FARGO FOR THIS FRAUD THEY ARE PERPETRATING ON THEIR CUSTOMERS, DEMANDING CUSTOMERS PAY THEM MONEY THAT WELLS FARGO KNOWS THE CUSTOMERS DON'T OWE, AND THREATENING THEM WITH " MINIMUM PAYMENT NON-PAYMENT FEES '' AND " INTEREST ON THE REMAINING BALANCE THAT THEY FRAUDULENTLY KEEP PUTTING ON THE STATEMENT BUT WHICH THEY KNOW THE CUSTOMER DOESN'T OWE!

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