Consumer complaint received 2017-02-03
Company: WELLS FARGO & COMPANY
State: OK
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I called Wells Fargo credit card services on XXXX/XXXX/2017 at XXXX to pay-off my credit card balance of {$10000.00} over the phone, since I was unable to do so online. I verified the last XXXX digits of my checking account with the rep and advised it is the same external account that is linked and that has been used for past payments. The money never drafted from my external checking account, so today, XXXX/XXXX/17, I logged into Wells Fargo to check if there was an issue. To my surprise, the payment showed returned, with a {$27.00} returned check fee. The details read " NOT AVAILABLE. '' I immediately called Wells Fargo credit card servicing to find out what the issue was. The rep ( young lady ) I spoke with informed me that the payment showed returned by my external bank due to " Insufficient Funds. '' I advised the account had plenty of money in it to cover the payment and she suggested I call my bank to find out why they returned the item. I requested the fee to be waived and she said as a one-time courtesy, we can waive the fee. My opinion is that this was a bank error, so of course you are going to waive a fee that should have never been charged to begin with! When I called my external bank, they informed me that there was no record of a payment in that amount being attempted and if it had been returned, I would have been charged a fee. When I called Wells Fargo credit card servicing back, another rep ( young lady ) informed me that their system showed the payment returned due to " Invalid Account. '' I asked her why the previous rep told me the payment was returned due to " Insufficient Funds '' and she said she 's not sure, because the systems clearly states " Invalid Account, '' which made more sense, since the mobile app showed " NOT AVAILABLE. '' I explained to the rep that this was an absolute lie I was told by the previous rep and I did not understand why she would tell me this. I explained to her that this is considered a " UDAAP '' violation, since what I was told was deceiving and completely incorrect. The rep assured me that I was not charged any additional interest, but I would like to see proof of this to be sure. I explained that I am closing on a house on Monday XXXX/XXXX/17 and this credit card balance should have been {$0.00}, which would 've increased my credit score, so if and when the mortgage underwriting department re-pilled my credit, this increased score would have been captured. At this point, this will be impossible, since the credit bureau reporting has occurred and my balance was still showing on my credit report, therefore, my score remained unchanged. I advised that what if I end up paying a higher interest rate, because of this? I advised that credit card utilization decreasing to 0 % is what I needed, but it will now show 50 % +. I requested that she notate that in the complaint she is required to log and escalate it to her manager for review and that I expected a call back from a manager to explain to me how and why this happened and what Wells Fargo was prepared to do to make me a satisfied customer. I plan to close this credit card and take my business to another service provider, but there needs to be accountability for the error that was made the the deceptive information I was told. I am prepared to hire legal counsel if needed, but am willing to give Wells Fargo the opportunity to resolve this issue in a timely manner!

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