Consumer complaint received 2021-05-15
Company: WELLS FARGO & COMPANY
State: CA
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:
On XX/XX/XXXX I made my XXXX payment of {$170.00}. I waited approximately 8 days to make my XXXX payment, on XX/XX/XXXX. I paid {$500.00}. OnXX/XX/XXXX, I received email from Wells Fargo, stating that my XXXX payment is due, but not received. I called immediately to resolve the misapplied payment, was only given a lot of double talk and filed a dispute/complaint for the misapplied payment, case # XXXX. Confirmation of filing received in an email from Wells Fargo XXXX XXXX XXXX XXXX on XX/XX/XXXX. I still made my regular XXXX payment of {$170.00} on XX/XX/XXXX, while waiting for the misapplied payment dispute to be resolved. Late fees were also added, in XXXX and XXXX, but reversed pending the resolution to my dispute, which I was informed on 2 occasions would be CORRECTED. Also, on XX/XX/XXXX, I received an email from Wells Fargo, stating that my XXXX payment is due, but not received, the next day after I made it! I called immediately, to be informed by XXXX, that my previously opened dispute was not forwarded for some reason ( despite the confirmation email I received ), but that it appeared that my XXXX payment WAS misapplied and he refiled my dispute on XX/XX/XXXX, ( new ) case # XXXX. Email confirmation of receipt from Wells Fargo XXXX XXXX XXXX XXXX on XX/XX/XXXX. Both emails stating " It is our goal to review your concerns and provide you with a response within ten business days from the date we received your request. We will contact you if we need more time to complete our research. '' On XX/XX/XXXX & XX/XX/XXXX I received a secure email from one XXXX XXXX, both stating " You can expect a response from us by XX/XX/XXXX. '' In the meantime, Wells Fargo fraudulently applied another late fee, incurred a delinquency that has not happened, lowered my credit limit and determined that my balance was too high relative to credit limit AFTER lowering said limit, AND referenced cash advances over the last year, which are COMPLETELY reasonable, in the middle of a pandemic AND loss of almost 10 % wages as a State employee! I called today to dispute the late fee again, but it was not reversed. Wells Fargo is back to their old tricks of rearranging monetary amounts in order to generate late fees and misapplying payments, much like they were doing with direct deposits and rearranging ATM payments to fraudulently incur overdraft fees!!! I KNOW, I was a victim of that! I thought they had learned their lesson, clearly NOT! I followed up with a reply to the secure message email to XXXX XXXX on XX/XX/XXXX as follows : " Dear XXXX XXXX XXXX, XXXX, Attached are my monthly payments, for every month beginning XX/XX/XXXX to date. I continue to get messages that my payment is late or that I missed something. My payments are NOT late, but have been missapplied, since XX/XX/XXXX. I have patiently waited for the correction to be made to correctly apply my XXXX payment, made on XX/XX/XXXX which I was told by two of your representatives on two separate occasions over the phone, that this would be taken care of ; more specifically that the correction would be made and that the payment DID fall within some cycle, " billing '' cycle closure. 
Since I have been a loyal customer since XXXX, and have not had any occasion to have this type of issue, regarding cycles or missapplied payments, until the disasters caused by the pandemic, I would appreciate resulotion, prior to the XXXX date provided in your secure email to me and shown below. I'm continuously reminded that my business and loyalty since XXXX is valued and appreciated. I'm not seeing that at this point. 
Please correct the application of my payment for XXXX, as it was intended and evidenced by the clearly independent payments, which I made WELL in excess of the required amount for the month of XXXX, in gratitude for the COVID assistance I received for 2 months, after I took a nearly 10 % paycut. It was not an extra payment for XXXX ; your company got my stimulus. My pay has not been restored, there's no such thing as extra money in the world of regular people. 
Secondly, your company has recently penalized me, with my credit account due to the above unresolved dispute, by reducing my credit limit by close to {$3000.00}. I would like to lodge a second complaint in regards to this adverse action. I have had NO other outstanding credit issues with any other entity, prior to this dispute with yours, in years. Please correct this misinformation and restore my good standing, as is fit and proper. I would personally like to put this to rest. 
I hope we are able to resolve these matters soon. Please help me to resolve this as soon as possible, so that we can get back to the good standing we once enjoyed. 
Thank you. 
XXXX XXXX XXXX '' To date, I have received no further communication on my dispute, yet XXXX continue to make the regular payment, even while the dispute is unresolved and while Wells Fargo is unjustly generating late fees and discrediting an account that has never been late! Please help to restore my credit payment issue, so egregiously being disregarded by Wells Fargo & Co, etal. 

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 non-monetary relief