Consumer complaint received 2024-08-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
An account was sold from one back to another. 

The original on-line payment method was no longer accepted by the new bank. The new bank did not contact us regarding the change or provide information as to how to pay balances. We did not receive a monthly statements from the bank regarding the new account. 

After a couple months, we were alerted of suspicious activity by a credit monitoring company. 

We made multiple attempts to resolve the issue at local bank branches. We were told the account did not exist. 

On XX/XX/XXXX, I located the account and called the bank. I was again told the account can not be located by the bank representative. After some conversation, the representative located the account.

The history on the account only reflected late fees and interest. The bank could not locate a charge associated with the interest and late fee. I asked for all late fees and interest be removed that accrued after the last payment.

The bank removed two late payments, and said they would send a notification of error to the credit score companies. 

I was called on XX/XX/XXXX and was told executive office had opened an investigation and I would be called back when the investigation had been concluded. 

On XX/XX/XXXX, I called the bank because I had not heard anything from the bank. After an hour on the phone, and speaking to five different representatives. I was told the the investigation was completed. The result of the bank investigation was mailed to me on XX/XX/XXXX. The person who conducted the investigations was in the office but was not prepared to discuss the findings. 

I was told the summary of the investigation did not address why the the local bank branches were unable to locate the account, nor why the bank had no records of successfully contacting us regarding the bank purchasing the account. 

In summery, a bank purchased a credit card account from another bank. They claimed to have sent a letter, but we never received the letter. The bank stopped accepting on-line payment for the account. We discovered the problem with help from a third party. The bank could not locate the account on our attempts to pay the debt. When the bank finally located the account, their response was to only provide the day this bank purchased the account and when they mailed a letter. 

It is my opinion this bank is collecting late fees of {$40.00} a month, by blocking the customers ability to continue their on-line payments. This bank is asking for over {$200.00} from us, because they failed to contact me, by mail or phone, and they denied our requests to pay the balance at a bank branch. I believe the bank 's actions are intentional. If they did this to half of the customers who had accounts purchased from the first bank, the new bank is making XXXX XXXX XXXX in late fees alone.

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