Consumer complaint received 2022-03-22
Company: WELLS FARGO & COMPANY
State: GA
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:
Due to a 8 week bout of XXXX ( both me and my spouse having it ) I got a moth behind on my Wells Fargo XXXX credit card. I'd never had any issues before and always paid on time whether it was enough to cover the whole amount or the minimum before. On XX/XX/XXXX, I went to make a payment, and the mobile app stated one amount as minimum payment ( as it was over the limit thanks to many outrageously high late fees applied plus interest ) The screen to pay on my mobile app was very confusing and told me the minimum payment to cover the amount was XXXX, so I paid that. It brought the amount down to {$2000.00}. This was also confusing as the apps interface made it seem that XXXX was going to be enough. When I went to make an additional payment, I got a message that I had to call in to pay the extra amount by phone as Wells Fargo somehow didn't accept payments from bank accounts from banks other than Wells Fargo. SO I called to see if I needed to pay more, and also to get my late fees waived as they were related to Covid reasons and they supposedly have a program and all these forgiveness programs for those affected to COVID. Although I did get behind by a month I was feeling better again I expected them to not only wave the late fees ( the reason the account was over the limit in the first place ) as Ive been a good paying customer for two years already, but also I expected to pay the over the limit account and to be given a cohesive explanation about the discrepancy on the minimum payments amounts shown on the interface. Instead I get a guy from XXXX, who refused to waive the fee at first then said he'd grant one but the bill wouldn't adjust till next billing cycle so if I wanted to pay the whole amount in full Id have to pay more than I actually owed. Meaning the waived fee wasn't going to show for the next thirty days. Unlike all the other banks where fee waiving and adjustments have shown next day the latest. He said that Wells Fargo didn't have any Covid help programs, but that the not having the fees shown until next bill is just the way Wells Fargo does business. He also refused to explain why I couldn't make another payment for the over the limit amount and couldn't tell me what was the actual minimum was and when I asked if I was covered he said I was but I was still over the limit ( which Wells Fargo has repeatedly reported to all credit agencies affecting my credit ) Of course I couldn't make an additional payment on the app due to Wells Fargo ridiculous policy that they had never disclosed. I asked to be transferred to a number in the US as the XXXX agent not only had an extremely rude manner, but couldn't understand nor answer my questions in a clear and concise way. I was transferred to an agent out of Arizona. She told me all I needed to pay to be under the limit was XXXX dollars and x cents and that I could give her my bank account and routing number to pay this and bring the account down to below minimum. I thought this was strange but gave her the numbers to pay. She said it was approved and even gave me a confirmation number ( XXXX ) for XXXX dollars. She also stated that she couldn't see the fee waived that the previous agent supposedly gave me and that she couldn't request a fee waiver. 
Today, XX/XX/XXXX, when I went to check my account not only had she NOT applied the payment AT ALL, but instead of having under 2000 balance, the balance went up to XXXX ( it was XXXX after I made the initial XXXX payment and before the XXXX dollar payment. ) There was no explanation no fee no payment of XXXX dollars to explain why my account went up, as the cycle is not even over. Now I'm fearful Wells Fargo will keep adding random unexplained fees and that they will keep reporting me to the credit agencies even tho I made a payment on time, and I also fear that I might have been scammed into providing my routing and account number to the last agent I spoke to, as she never applied it to my account.

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