Consumer complaint received 2016-09-14
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
XX/XX/2015 I called Wells Fargo to inquire about settling my credit card for a lesser amount than due. My goal was to use money from my tax return to get rid of debt and improve my credit. After talking with the representative about a possible settlement, I told him I needed to do some research and talk to my husband before committing to a settlement. I made sure to say, " Now I would like to make it clear that I am not agreeing to this settlement, '' as I knew the conversation was being recorded. I was told by the representative that I could think about it and he would have his manager call me the following day, Saturday, and I could decide then. Later on that day, I found out that such a settlement would negatively affect my credit. So my husband and I decided it was n't a good idea and I planned on communicating this to the manager that was supposed to call the following day. 
Well, I never spoke to a manager or received any call from Wells Fargo on that Saturday and the phone number I was given did not have weekend hours. Needless to say, my account was debited over {$3000.00} for a settlement I never agreed to. I called immediately upon realizing the money had been withdrawn from my account. Wells Fargo agreed this was done in error. The funds were returned and the settlement was reversed. I believed all was well. Until, several months later when I inquired about a limit increase on this same credit card ( as I was going on vacation ) and was told that my account had been closed because of a settlement. However, there was never a settlement. Now I have a closed account with a balance. This status is negatively affecting my credit. I have worked hard to maintain a very good credit score. This situation has caused my score to drop several points. Additionally, I had to get another credit card, and could only qualify for {$1500.00} limit. Not to mention the several inquiries to find a credit card I could qualify for. 

All I did was inquire about the particulars of a settlement and now I have a closed account with a balance which affects my credit and my eligibility for loans, credit cards, and different products offered through Wells Fargo and other institutions. Not only is this unfortunate, it is unfair and I would like this rectified as soon as possible. My husband and I have been customers of Wells Fargo for over 10 years. We are now planning on buying a home and this unnecessary ding to our credit has been an ongoing problem that has had a domino affect on other aspects of our finances. For over a year now, I have called Wells Fargo several times, spoken to bankers at my local branch, stayed on the phone for hours, been hung up on " due to disconnections '', been promised that managers, supervisors, and other specialists were going to call me back to help me resolve this issue. I was even told that they had fixed the issue. But, my most recent credit report shows this was all to no avail. I am so frustrated and feel that I have been wronged in many ways. As a customer, I feel unappreciated, disrespected, and as if my business has absolutely no value at all to Wells Fargo. It is extremely important that this is rectified. 

I have attached the bank statement that shows the unauthorized charge and the subsequent reversal the next day. I also included the letter I later faxed to Wells Fargo.

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