Consumer complaint received 2015-06-18
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
Last month on XXXX XXXX I made a payment to my Wells Fargo college credit card. I called them before I made the payment because I had a question and then the customer service rep offered to take off XXXX late fees If I set up a payment, he then asked if I would like them to take the money out automatically or if I would like to pay it myself at the time that I set it up for. I told him that I would pay it myself NOT to automatically take it off of my checking account, he said ok that was the end of the conversation. So after I got off the phone I went to the atm and deposited XXXX dollars into my account before I made the payment of XXXX dollars. I made the payment and everything went fine until the day after I made the payment and tried to use my debit card, I got declined. So I went online to check my account and it says that Wells Fargo college credit card took XXXX dollars off my checking account and over drafted me.. So they charged me XXXX even though I just told the customer service rep that I did NOT want them to automatically take it from my checking account. So in total I was charged XXXX. So I had to wait until the next day to call them because they were closed. I called the next day in the morning and told them that they charged me XXXX and overdraft my account to send XXXX of the XXXX back because they were not supposed charge me XXXX. So they sent back XXXX on XXXX XXXX which put whatever amount I had on my account back and took off the overdraft. My balance of my credit card then went down to XXXX something dollars and everything was fine. On XXXX XXXX I get a call from them and I missed it so I check my credit card account and it says that my balance is XXXX something and that I have a past due balance of XXXX dollars, it said that the took the XXXX that I wanted them to keep on there off. So since they took it off I 'm expecting that money ( XXXX ) to be in my checking account because that means that they took off my payment all together, remember that they charged me XXXX.. XXXX is XXXX and they returned XXXX XXXX on the XXXX. XXXX is XXXX and on XXXX XXXX they took off the other XXXX from my credit card account which means that it should have went back to my checking account which it did n't. So I went inside of the bank so I can talk to them in person because the over the phone was not helping, the bank teller has to call the Wells Fargo credit service as if there a regular customer, they have nobody that works with the credit card service in the bank that I can talk to in person ... So the banker calls and the credit cared rep is basically saying that I never made a payment for XXXX because it did n't got through.. So I left the bank. But my payment I made on he XXXX did go through and the one that they made on the XXXX where they charged me XXXX clearly went through to since it overdraft my account. So they are basically stealing my money and acting as if I did n't deposit XXXX dollars to my checking account to pay my credit card bill and they expect me to pay that same XXXX they stole from me again, I called them again and hey we 're saying the same thing. they would n't transfer me to a supervisor or a manager even though they said they would so I hung up and went to the bank again and went though the same thing, like wow how do n't you understand what I 'm trying to say. they were NOT helpful at all and there basically telling me that i did n't pay something I KNOW I PAID. This is not he XXXX time this happened to me either they always making some mistake when I try to pay off my credit card balance as if their trying to mess my credit up or something and I 'm just tired if it already. And why would they wait all the way to XXXX to mess with my account again, I never told them to take off both XXXX dollars in the for place just XXXX because they wrongfully charged me XXXX dollars instead of the XXXX that I was initially trying to pay..

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation