Consumer complaint received 2020-12-06
Product: Credit card or prepaid card 
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases
Company: WELLS FARGO & COMPANY
State: NC
Tags: Servicemember

Complaint:
I hope all is well ... 

I have been talk to very rudely due to an error on my part when I made my payment in XXXX on XX/XX/XXXX I made it through my app on my phone. When I went to make the payment last month it already had XXXX XXXX on my account so I chose that option to make a payment. A couple days had past after I made the payment and I was checking both of my apps to make sure the payment went through. I havent ever been late on any credit or bill my whole life and if you pull my credit or look at my card history you can see that. I notice it didnt go through and called XXXX XXXX to see why they advised me that I used my Savings account with them and thats why it didnt process but I did not know that was the type of account on the options of my Wells Fargo app I thought it was my checking but it was already there so once I realized I quickly went to my Wells Fargo app and updated XXXX XXXX to the checking account and my payment came out. I do apologize it was not done on purpose it was an honest error so I technically was not late I had the money just didnt know it was XXXX XXXX Saving account on the Wells Fargo app for the select payment because it was already there. When I made the payment on XX/XX/XXXX I was already the checking account on file on my Wells Fargo app for XXXX XXXX so it went through with no problem. I called to see why my available credit was {$0.00} because I made a payment and it should be an available credit but when I called in I was spoke to really rudely as if I was really late without them asking what really happen they advised me it was an hold on my available credit. I finally did a complaint several with the executive department because some agents did not want to help or listen state I should read my terms and conditions and things like that. One executive agent advised that she reach out to the department that releases the available credit and they told her they will email me so I can send a screenshot that my payment went through XXXX XXXX and in a 2-3 couple hours I will she my available credit I did exactly that and screenshot it and my available credit is still {$0.00}. I called in Saturday and was talk to very rudely again but than I did another complaint and talk to someone else in the executive department after I had to hang up on the previous agent for not trying to help and listen to me at all but she advised me the department that releases the funds was closed on the weekend the agent after I hung up on the other agent. Im about to pay this card completely off in 30-60 days I just needed my credit for an emergency. Im XXXX and Im XXXX XXXX XXXX XXXX XXXX XXXX a year ago back to back I dont need the stress I need help and someone to listen. I made an honest error and get treated this way. My available credit is still at {$0.00} and I did everything I was supposed to do. Thank you for your time. Have a great day and please be safe.

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