Consumer complaint received 2020-07-21
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2020 - I went to my local Wells Fargo drive through ( lobby was closed due to Covid-19 ) and I asked to make a cash {$2700.00} credit card payment. I placed {$2700.00} in XXXX dollar bills, my Driver 's License and card inside the drive through container. 

I waited approx. 9-10 minutes to receive my personal items back. The receipt was inside a Wells Fargo envelop with the cash that I withdrew along with my Driver 's license and card. 

I didn't think much of the transaction or particular event, since I do this every single month after I get paid on the XXXX of every month. After some time, I noticed that my credit card payment NEVER reflected on my credit card balance. I did notice that they had deposited {$270.00} into my preferred cheechink account. That money came from a check that was made out to XXXX XXXX ( I have no relationship or knowledge of this person ). 

I called Wells Fargo credit card department and asked about my payment not being posted. They asked me for a receipt and I explained that I was not given a receipt for my {$2700.00} credit card payment. I was given a {$270.00} receipt for someone else 's deposit. 

I was asked to go reach out to the local branch manager and explain the situation. The following morning I went to the same branch where I made my credit card payment and explained the situation. The manager explained that they were going to have to look and check their systems. 

I received a call from the branch manager and I was told to contact Wells Fargo Credit again and that they would be able to help me further ( they were unwilling to provide me with my {$2700.00} credit card payment receipt ). 

I called Wells Fargo again and told them what the branch manager had said to me, which was to contact Wells Fargo again. The agent on the phone told me that they would have to escalate this to the Executive Office level. 

On XX/XX/XXXX I was connected dispute especialist, XXXX XXXX. He assigned me a case number and told me that I would need to contact the branch manager and request a receipt. I explained to him that I had already tried this, but the branch manager was unwilling to provide me with a receipt. 

He explained that he would have to " look into it ''. I was also told that these complaints have a timeline of 5 business day, to which I agreed. 

It is now XX/XX/XXXX ( WAY past the 5 day mark ), I received a phone call from XXXX XXXX, my dispute specialist at the Wells Fargo Executive Office level. He explained that he 1 ) " got in touch with the branch manager and were not able to locate my payment '' and 2 ) " reached out to the finance department and asked for a possible deposit '' I tried asking probing questions to check if he actually followed through. I asked him if he could tell me the name of the branch manager that he was in touch with. He responded " I can't recall the name '' I also asked him if he had the name of the person from the finance department who he was working with. He responded " I just submit a general inquiry through the system '' At this point, I am very frustrated with Wells Fargo and the local Wells Fargo branch. it has been more than 3 months and I still don't have my credit card payment in my 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 explanation