Consumer complaint received 2018-06-09
Company: WELLS FARGO & COMPANY
State: MD
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:
To : Federal Trade Commission Consumer Financial Protection Bureau From : XXXX XXXX Department of Homeland Security XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX Re : Closed XXXX Account payments Fraud I XXXX XXXX XXXX under penalty of perjury solemnly attest that the statement included in the complaint is true. I opened a Wells Fargo Platinum VISA in XX/XX/XXXX. After falling on hardship due to medical conditions in XX/XX/XXXX I asked to be added to the hardship program which reduces the interest rate from 24 % to 6 % during a defined period of time thus reducing the liability shortly after learning about the account fraud committed by Wells Fargo or other atrocities for which Wells Fargo has become known. 
It is my belief Wells Fargo Platinum VISA has blocked web access for its credit card in an attempt to get customers to visit their branches and possibly create new business and be able to assess unwarranted fees to many of their customers by making modifications that prohibited on time payments. Wells Fargo granted the request but discontinued the program while I was XXXX to the XX/XX/XXXX Hurricane in XXXX  and XXXX XXXX and did not have access to my account number to reestablish web access and was unable to make payments or remain of the phone with customer service for hours trying to resolve a simple issue of making payment while responding to disaster survivor needs as an XXXX   XXXX establishing disaster relief centers. 
I contacted the customer service call center today and after a 20 minute wait finally got through to a representative. The representative informed my payment would be {$40.00} per month during a call in XX/XX/XXXX which I made in XX/XX/XXXX 15 days early I was told today XX/XX/XXXX that the payment was $ XXXX monthly and it was reported to the credit bureau as a late payment. I was also told that Wells Fargo blocks web access for account viewing ( https : //www.wellsfargofinancialcards.comXXXX ) only allowing access to payment website ( XXXX XXXX XXXXXXXX ). With the dynamic payment modification which Wells Fargo practices how am I supposed to know what the accordion style payment calculations will be if I am traveling and have no method of reading written correspondence from them nor viewing capabilities of the payment amounts due online. This practice of approximate fluctuating payment for consumer requested closed accounts in which the balance is decreasing since purchases can not be made has to be illegal and certainly unethical to myself and countless others. I was told that most of the calls they receive are regarding website access. 
After making a payment today the customer service representative informed me the payment will be approximately {$85.00}. 
While I am furious about these types of atrocities i am more concerned about how wide spread this may be generating millions for the bank and placing countless of victims at risk. I ask there be a full scale investigation into Wells Fargo especially with the unethical practices for which they have become known.

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