Consumer complaint received 2015-06-06
Company: WELLS FARGO & COMPANY
State: NC
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
My granddaughter was scammed by one of her friends by processing a stolen check through her checking account. When I got the letter in the mail of a returned check I immediately went to the bank. The representative printed off the check, it was from someone in New York. After doing some investigation I found that the check had been stolen from an elderly woman by her care taker. I contacted the bank and advised them what I had found out. I also pressed charges against the young man. After all the back and forth with the bank they sent it to a collections agency. 
The agency contacted me and after explaining to them took they offered me a settlement amount if I were to pay {$200.00} on that day and XXXX payments after that. I asked if they would send me something in writing stated the agreement before I send in the payments according to the arrangement. I was told I would get a letter, I never received an agreement. I contacted them XXXX times after not receiving anything. They finally said they sent it to my granddaughter 's school where she attends college. I phoned my granddaughter and she stated she never received a letter. Phone calls went back and forth and I never received an agreement but was told it was documented and that I could send my payments. We started making payments and each time we made a payment it never reflected the agreement we had made only the amount that had be sent to them by the bank. 
I phoned back and was told that because I had missed my payment arrangement it was cancelled and would have to start a new XXXX. I explained I did not missed a payment, it was poor communication about the letter I was to receive. I started to send payments. I decided that we would make payments in increments as long as the amount was paid by the date they set. I ask if this was ok and was assured it was. We continue to make payments and each representative would give me the original amount until I explained the agreement. I would place me on a long holds, they would come back and state they it is documented. 
Each representative I spoke with I would ask, why am I getting notices that are not reflecting the agreement amount but the original amount from the bank. Each time I was told it was documented. After a couple of the representatives I spoke with stated the original {$200.00} was to go toward the XXXX arrangement this would have made our balance {$430.00}. I phoned them on XXXX XXXX, 2015 to make a payment on the {$430.00} and was told it was {$630.00}. I advised the young lady I would be filing a complaint because I felt that I was just throwing money away. I received a call from another young lady early Saturday morning stating that the agreement was broken and that we now own {$1000.00}. I advised her that I had filed a consumer compliant and would speaking with the XXXX on Monday morning. The arrangement changed, I never received an agreement with the settlement amount and I was n't treated fairly. I feel that we have been scammed a second time.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief