Consumer complaint received 2016-10-21
Company: WELLS FARGO & COMPANY
State: UT
Product: Credit card
Issue: Payoff process

Complaint:
THIS IS SHORT STORY FOR THE 3 CALLS : called the Wellsfargo # on my cc monthly statement to pay the full balance because I wanted to close that out. The FIRST person I spoke to gave me the balance of {$1300.00}. ( it matched my statement ) I asked if I could have some help with the balance and for a settlement. Placed me on hold, then told me they would have to transfer me. The next department put me on hold a couple different times to come up with a settlement amount. The amount they came up with was {$1100.00}. The rep read me the disclosure they are required to read if paying less than the balance. I DID NOT agree because I had 2 questions. I asked if I would need a statement for the IRS and if I would end up paying the rest later with them and then if it would affect my credit in a negative way, he could n't answer the questions. I asked to be transferred to someone that could answer my? s, said they are n't trained to know those? s, referred me to the website, so I agreed to the full balance because I just wanted to take care of it and not have to deal with it or have it affect me later, because I had the funds. He said they would waive some late fees as a courtesy and offered me the amount of {$1200.00} to close the account. I agreed and wanted to give my card ( different bank ) to make the payment. He aggressively pushed me to use my WF acct. I told him I knew I did n't have the funds available in that acct. He told me he could check my balance. I told him I DID NOT WANT TO USE WF to pay this off, because I already knew there were n't enough funds there. He took all of my XXXX info, placed me on hold to process the pay off, told me he was n't authorized to processs the pymnt and then xferred me to a lady in CC services who quoted the same balance over a recorded line saying that when the {$1200.00} cleared ACH from my acct, it would be paid in full and I could close out and remove the acct from my profile. They could n't use a debit card, so I gave them my ACH info. The call to settle my debt lasted an hour and a half. I was xferred 4 different times. I got a statement a couple weeks later stating that I still owed {$110.00}. I called a branch banker, made an appt to meet. Spent another hour to settle it. They said they listened to the call, and needed 5-7 bus days to figure out what they could do. I called them XXXX/XXXX/2016. Was on the phone for 1 hr. 25 mins, xferred to 3 different people, and was told the balance given to me was confirmed in the phone call, but they could n't figure out why the rep gave me that and that no waiving fees was offered. ( I WAS ON THE CALL. I KNOW HE SAID THAT, I said I did n't want to settle and could pay the full amount, the rep gave me a lesser amount .... ), but there was no note of waiving fees, so what they could offer me was a reduction of fees accruing off of a balance that was existing after it should have been paid off, and still accruing fees while they figured out their error. The new balance was XXXX something. I asked the rep how they can continue to collect fees from customers when it should have been paid off, and they request time to figure out their error. He could n't answer my question. I agreed to pay the {$80.00} " discounted '' close out for something that should have been considered paid off. I told him I would file with you. He gave me the exec office # to WF. Told him I would still file complaint because of their incompetent customer service, dishonesty and taking everything they can from loyal customers. Please Help this never happen to anyone else.

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