Consumer complaint received 2017-02-10
Company: WELLS FARGO & COMPANY
State: CA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
XX/XX/XXXX I was very ill and in the hospital, as such my payment due XX/XX/XXXX was late. On XX/XX/XXXX I called Wells Fargo Loan account to make my payment, I was advised via phone that as a onetime courtesy due to my illness and payment history the {$37.00} late fee would be waived ( I did not ask for it to be waived, I would have paid it if needed ) My monthly payment is XXXX I pay XXXX each month. XX/XX/XXXX I paid {$650.00} ( XX/XX/XXXX {$320.00} and XX/XX/XXXX {$320.00} ) for XX/XX/XXXX and XX/XX/XXXX as I was told the fee from XX/XX/XXXX was waived as a courtesy. Each month since I have continued to pay XXXX 8-12 days prior to my due date. On XX/XX/XXXX I spoke with Wells Fargo again and was advised that my payment of {$320.00} would still satisfy my account. On XX/XX/XXXX I got a call from Wells Fargo collections telling me that I owed XXXX from a previous late fee. I paid {$380.00} then to cover my payment of {$320.00} plus {$60.00} for the " fee ''. XX/XX/XXXX I find again I have been changed another late fee. My contractual payments have been paid on time in fact early. Had the fee from XX/XX/XXXX been waived as I was told I would not have been assessed an additional {$37.00} fee each month for an outstanding late fee. Further each time I have called ( only XXXX of which were documented by Wells Fargo ) the fact that the XX/XX/XXXX Late fee was never removed or that a fee balance was rolling and causing a new late fee each month was never mentioned to me. Wells Fargo has been " Pyramiding '' the late fees. Even when I asked the amount I need to pay. Today XX/XX/XXXX Collection XXXX XXXX said only the collection team documents calls and if I was talking to Customer service it would not be logged and Wells Fargo is not responsible if they give me incorrect information about my account. Further he advised that the amount due at the time I spoke with Wells Fargo on XX/XX/XXXX was a fee so if I owed {$20.00} me paying {$320.00} satisfied that since the actual payment was not due until XX/XX/XXXX and I was calling on average of XXXX earlier than that and that it is not their responsibility to add the fee amount due as of the day of the conversation and the payment coming due in a few days. His words were that 's what statements are for. Even after I explained that I did not have computer access at home since XX/XX/XXXX due to computer problems and was why I called each month. They are refusing to honor the original offer to waive the {$37.00} fee from XX/XX/XXXX, which I would have gladly paid, and since have been charging me an additional {$37.00} per month late fee for that outstanding late fee and refuse to tell me about it when I call causing the issue to continue so they can rack up more fees. I want the original {$37.00} fee removed and their agreement honored and since then my payments reversed and reapplied to my account to reflect a correct history and remove subsequent fees for a fee I was offered to be waived. Since then XX/XX/XXXX I made several " early '' payments since their billing cycle is 25 days and the due date is constantly moving. I tried to get ahead of the due date so I was paying early. However, Wells keeps applying theses payments as principal then marking me late and assessing a new late fee again! I now see that they have place ( XXXX ) 30 day lates on my credit report. I have never been 30 days past a due date on a payment. 
I want the original {$37.00} fee from XX/XX/XXXX removed and Wells agreement made to me via phone around XX/XX/XXXX honored and since then all of my payments reversed and reapplied to my account to reflect a correct history and remove subsequent fees for the fee I was offered to be waived. Again had the agent of Wells not offered to waive the {$37.00} XX/XX/XXXX late fee I would have paid it with the monthly payment I paid on XX/XX/XXXX. I want all late fees removed and my credit history correct to reflect current, ( or Suppress ) those in dispute

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