Consumer complaint received 2020-12-24
Company: WELLS FARGO & COMPANY
State: GA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XX/XX/2019 I made a payment of {$290.00} by using the pay in full button on Wells Fargo 's website. My payment was made after the due date XXXX XX/XX/XXXX ) and was sufficient {$93.00} for the prior statement, {$170.00} in new purchases and the late {$25.00} late fee. After I made the payment the website indicated that my balance was {$0.00}. On a later date, this date is unknown as the interest does reflect on a line item on on a statement Wells Fargo accessed me interest of {$2.00} because the balance was not paid before the due date. I want to be clear I am not disputing or complaining about the interest, I am disputing and complaining about the process in which Wells Fargo charged the interest, specifically, 1 ) Presenting a consumer with a " button '' that allows the consumer to think they are paying their full obligation in full 2 ) Showing the consumer a XXXX balance after using the button which supports and reinforces that the consumer has paid the balance in full and 3 ) not having an actual line item and date to show the consumer when interest was posted to their account. The {$2.00} balance ultimately became 30 days late and caused Wells Fargo to report my account late to the bureaus. 

Based on using the pay in full button and seeing a XXXX balance my understanding was that the account was paid. Interest of {$2.00} posted at a later unknown date and I did not pay the amount as I was not aware of it. I made a payment of XXXX with full faith and reliance on Wells Fargo 's Pay In Full button paying the total obligation in full. My compliant should be clear, your user interface stated pay in full, but in fact, it does not pay the obligation in full it excludes interest. The title of the button did not match its true functionality which is my compliant. This led to a late payment. 

To represent a button as pay in full when it truly is not pay in full is harmful to consumers in this case its the cause of a consumer late payment. Pay in full from a consumers perspective is balance, fees and interest ie the full obligation. I have worked with the Wells Fargo Complaints Management team and they do not understand my compliant. They continue to state that their terms and conditions allow them to charge interest and that I should have paid my balance on time which ignores the essence of my compliant. Regardless of when I pay, your pay in full button should pay the balance through the date of the payment. 

My account should not be reported 30 days neither should any other consumer that used this button. Wells Fargo should review all accounts that met two conditions 1 ) consumer used the pay in full button after the due date and 2 ) In the next statement period the customer did not have new purchases. Interest would have posted to these accounts from the prior period and since the consumer did not have purchases the consumer may think their balance is paid in full. 

Fix the pay in full button to include interest through the current date and remove the lates from my credit report.

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