Consumer complaint received 2018-01-08
Company: WELLS FARGO & COMPANY
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
XX/XX/XXXX, I called Wellsfargo to request a payment extension, it was granted, however, the representative did not stop the auto draft for the payment that was coming due. In which accrued a late fee. XX/XX/XXXX, I was called by a rep from Wellsfargo collections department, she had informed me that I accrued late fee and that she was calling to retrieve a payment. I informed her that I accrued this late fee due to the fault of their own employee. I informed her that I was going to go to my local branch and close the account. She then told me that I was not able to close the account due to the late fee, and that I will continue to accrue interest on the account. 
My account was not closed and I continued to receive a statement and my late fee amount increased. 
In XX/XX/XXXX, a representative called me and stated that she was calling to collect a payment, I informed her that I would not be making a payment and that I had stated again that I requested this account closed and yet it has not been closed and I continued to receive payments of late payments. I then saw through my checking account that this rep set up a payment to come out of my checking account my permission, causing my checking account to go into the negative. 
In XX/XX/XXXX, I called and informed the collections department and told them that my account has yet to be closed due to my request and that my checking account has been messed up due to their representatives dropping the ball. 
A representative told me that it was notated that I agreed to have my account drafted in XX/XX/XXXX, I then requested that the phone call from XX/XX/XXXX be reviewed by a supervisor. 
XX/XX/XXXX, I called again to reiterate the matter of my account not being closed. 
XX/XX/XXXX, I spoke with XXXX, who told me that my account could have been closed on XX/XX/XXXX, and it was n't was probably closed because I did n't tell the rep again that I wanted to have the account closed prior to the end of the call. I went on to express to him that she told me because I had a late fee from XX/XX/XXXX, despite it was at fault of their own representative, that I could not close the account until the payment was paid. I also told him that that same rep, then set a payment to come out of my account that was not authorized. I was transferred from his supervisor ( at my request ) in the collections department to their executive branch and made my dispute with them that my account has yet to be closed, and that since XX/XX/XXXX to XX/XX/XXXX, I have received a late fee in the amount of XXXX on top of being made to make a monthly payment each month. 
XX/XX/XXXX, I was contacted by someone in their executive branch that told me that he reduced the amount to XXXX ( processed on XX/XX/XXXX ) as the remainder of the monthly cost, and a late fee for the amount of XXXX, which was processed on XX/XX/XXXX, and then my account would be closed. 

XX/XX/XXXX, I spoke with XXXX and informed them that there are late payment marks on my credit report, reported by them and I advised him to read the notes taken since XX/XX/XXXX, and I also informed him that it says on my credit report that my account was closed XX/XX/XXXX. He informed me that in their system it shows my account was closed XX/XX/XXXX. He went on to say that he was n't sure why my credit report is showing a different date. I then asked where are these different dates coming from, and that there seems to be too many different dates and misleading information, as well as the account not be fully notated pertaining to my calls. All of which has led to marks on my credit report.

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