Consumer complaint received 2017-05-30
Company: WELLS FARGO & COMPANY
State: CO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This is in regards t o a Wells Fargo Home Projects credit  card. I am a sophisticated consumer with a  XXXX  degree and a high acumen for financial management. I have tried to speak with multiple people at  Wells Fargo be fore determining that this warranted a complaint with the CFPB.     This is my first month with an auto payment on this credit card with the payment due on the  XXXX  of each month. On the  XXXX , I looked at both the credit and my checking accounts on the WF mobile app to verify that the auto payment successfully withdrew the payment. The mobile app did n't show that auto pay was set up, so I did a one-time manual payment to ensure that there would be no late fees and planned to follow-up on how to verify that auto-pay was set up correctly. On the  XXXX  I noticed that both my manual payment as well as auto pay had been posted to the card balance ( see attached screen s hots ). I called ( see attached call log ) Wells Fargo o n the number that the app provided and spoke to a representative who said it was no problem to reverse one of the payments and that it would take up to 10 days. I was given a claim reference number but did n't write it down as I was told that it would also be emailed to me as I had online banking set up. However, I did n't receive an email about this claim. On the  XXXX  one of the payments had already been successfully reversed and added back to my checking account ( see attached screen shot ).     On the  XXXX  I received a notification via  XXXX   ( a  budget management app ) that brought to my attention a {$27.00} fee on th e Home Projects cre dit card. I called tod ay (  XX/XX/XXXX  ) to lea rn why there was a fee for reversing one of the payments and to find out if I could be reimbursed for the fee. The attached call log will show that I called the same number I had called before. This time I was told that I had to be transferred to the specific group withi n Wells Fargo  at  XXXX . Af ter 2 very f rustrating calls, I gave up. On those calls I was told that this was for insufficient payment and/or that I was n't authorized to use that account. As the only account holder and with a bank account with an ongoing buffer of a few thousand dollars ( see attached documentation  ) ne ither of these explanations seemed valid to me. I had explained the above timeline of events and was subtly accused of lying when  XXXX  ( the last person I spoke to  at WF ) said  that my story did n't match with their call or claim logs. He insisted that I was n't authorized to use my account, and hence the fee. He was n't able to go into any further detail. I have attached the  XXXX  statement that shows no further transactions were put on the card and that there is a {$27.00} fee with 28 % interest with no explanation as to the fee.     I am alarmed a t Wells Fargo 's inab ility to explain a fee like this. I felt that I was not listened to, nor heard or respected as a customer. For those reasons, I do plan to transfer all of my accounts to my local credit union. However, I feel that this warrants a claim as it is highly concerning that a retail consumer company charges inexplicable fees and considers it acceptable to not explain them to customers. This fee should be removed from my credit card account.

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