Consumer complaint received 2023-06-15
Company: WELLS FARGO & COMPANY
State: AZ
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:
Two months ago I opened a XXXX credit card and after receiving the card I tried to setup auto pay only to find out form XXXX I needed to setup online backing with Wells Fargo. I proceeded to setup online banking profile only for it to error out. I called the XXXX number that was giving on Wells Fargo site only to be transferred seven different times with zero success of getting the profile setup or understanding why it was having issues. After spending over two hours going back and forth I just hang-up. I called XXXX the following day again and they said there was nothing they could do to help me as the card is issued by Wells Fargo and I would need to connect them again. They transferred me and after being kicked around I don't recall how many times I said please get me to fraud team as maybe they can explain why its having issues creating the online profile. Well after about a 20 min wait or so they came back saying the reason you can't setup an online profile is the account is setup as a company account not personal. I asked how did that happen and they respond with not sure but the only way to correct the issue is for me to go into a branch and show ID to get things cleared up. Almost four hours wasted yet again. 

Few days later I go into the branch explain what's going on they can in only to get the same run. Branch manager steps in and says he will get to the bottom of it and send and let me know they would contact me within 10 days. Before leaving the branch I asked when the payment was due as I havent received anything and Ive me trying to pay the bill since the following month, as I dont carry balances on any of my credit cards. They explained the due date was XX/XX/23 but had a few days grace period before it would be late and I asked what was the min payment due they said {$36.00} so I make a {$100.00} payment with the teller. 

Few days later I get a call from a lady named XXXX at Wells Fargo Exec office explain she had looked into the issue and confirm the account was setup with a company name and that I needed to head back to the branch and I said NO. Im not wasting my time at the branch again. Other very odd part was the following day prior to XXXX contacting me I got an email from Wells Fargo saying We've updated your contact information and noticed not only did it have one of my emails I never gave Wells Fargo, but also had my wifes email as well. I XXXX while shes tracking down the other issue I want to know how Wells Fargo got this other information. All of that was back on XX/XX/XXXX. Its now XX/XX/XXXX I havent heard from XXXX or anyone else at Wells Fargo and on XX/XX/XXXX I get a statement from Wells Fargo telling me there is {$29.00} late fee and {$89.00} in interest. Im at a lost for words again Ive been trying to pay my bill for the past two months and getting one run around after another and if this goes to my credit for being late I will take legal action towards Wells Fargo. I need the CFPB to step in and help get Wells Fargo to correct the problem to avoid the from carrying on for a third month and reverse all charges they are charging me.

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 monetary relief