Consumer complaint received 2017-06-23
Company: WELLS FARGO & COMPANY
State: TX
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Wells Fargo Private Student loan contacted me on XX/XX/XXXX saying that I had not paid my XXXX payment, I insisted that I had because I pay everything on the XXXX of every month and I use my Wells Fargo Bill Pay. I sent them a fax of my account to show I had paid {$220.00}, once I sent the fax and went back and looked I realized that I had actual sent that to my Wells Fargo credit card ( which I had already made my monthly payment to ). I called the Student Loan back and told them that it was my mistake I had sent it to the wrong place. During this conversation they informed me I owed about {$800.00} which i disputed. I explained I paid every single month on XX/XX/XXXX, which they agreed, but said there was a few months I was a couple of CENTS short and they added late charges. I explained that I never received statements or calls to inform me of this so I thought it was all fine. They explained that they had tagged my phone number as a spam through an automated system elsewhere. Again I argued because my number has not changed in 15 years and they had how did they spam my number but now call me. They never could explain this and I explained it is not the customers fault if they spam my number. The supervisors agreed to take off the late charges tomy account for cents. On XX/XX/XXXX I called back and asked if I could pay my XX/XX/XXXX and XX/XX/XXXX payments on XX/XX/XXXX and I wanted to know EXACTLY what my amount would be ( including everything ). I wanted everything to even out and be good for XX/XX/XXXX. I was informed that my payment to them would be {$590.00} and they would automatically pull that on XX/XX/XXXX ( I agreed to this one time pull ). XX/XX/XXXX they took out of my account the {$590.00}. On XX/XX/XXXX I received an alert that a Reversed Payment was taken out of my Wells Fargo Credit Card. I then went back to my Credit Card statement online and saw they had reversed it on XX/XX/XXXX but it was still on the credit card part until First of all I had no clue what a Reversed Payment was and did n't realize that could be done after it had been appliedXX/XX/XXXX. I called Wells Fargo Credit Card and they explained that they just reversed the {$220.00} that had been applied to my account, they said that the Wells Fargo Student Loan reversed the payment and it was applied to them. This was news to me for MANY DIFFERENT reasons and I did n't understand why and how this was taking place. On XX/XX/XXXX I was informed from Wells Fargo Student Loan that I had overpaid {$370.00} and they would put it into my account. On XX/XX/XXXX I received {$190.00} from Student Loans, at that time I called to try and get an explanation on why I was told one cost and they only put in another amount. I requested a call back from a supervisor. XXXX I had never received a call back so I called and asked the prior questions again and the supervisor said that I had n't paid my XX/XX/XXXX so they pulled from the Wells Fargo Credit Card, I explained I was told that my XXXX/XXXX and everything was {$590.00}, which I paid, after an hour on the phone and she could never give me an explanation and she said she was confused she transferred me to the executive office. I spoke to a guy at the executive office in the executive office on XX/XX/XXXX and went through everything and explained that I have been told many different things, money is getting pulled from EVERYWHERE, they put me in trouble with the credit card part now, and I want my money back. I received a call back from XXXX on XX/XX/XXXX. He explained that if they had reimbursed my the {$370.00} it would 've put the account into late, I asked if that meant that it went to my XX/XX/XXXX payment, he said no. I asked again why was I told {$590.00} would take care of XX/XX/XXXX and XX/XX/XXXX and everything? I asked How can they pull money from my credit card with out my knowledge or approval. He said he does n't know how it got pulled and from my understanding NO ONE CAN EXPLAIN THIS TO ME! He then said when he looked back he saw I received the information of {$590.00} from multiple sources by all he could say was I am sorry. He and no one else can give me the reason why I have paid so much and why they continue to automatically pull money and then some how I owe them more. I paid {$220.00} on XX/XX/XXXX after being told my amount due was XXXX, The guy at the executive office said I actually owed XXXX and if I did n't pay the XXXX I would be charged {$30.00}, again I asked why and how am I getting the wrong information and again all they could tell me was I am sorry.I have paid Wells Fargo Education Loan a total of {$1000.00} in 2 months where my original cost for 2 months would have only been {$450.00}. I then have paid the Wells Fargo Credit Card {$240.00} because of the Education Loan pulling that money from them. So because of the Wells Fargo Education Loan I have  paid {$1400.00} and they claim they owe me nothing when technically they owe me ALOT!

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 explanation