Consumer complaint received 2023-11-13 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: WELLS FARGO & COMPANY
State: OH

Complaint narrative:
Complaint against Wells Fargo Bank ( WFB ), N.A. 

I have a XXXX Credit Card issued by WFB, N.A. It was issued at a special rate of 0 % APR with 24 equal monthly payments and used to purchase flooring. I set up XXXX Web BillPay which automatically mailed payment checks for {$280.00} to WFB for arrival by the XXXX of each month before the XXXX due date. This process for paying WFB worked successfully for ten months straight. 

However, on XXXX, I received an email from WFB stating that my payment was recently due. I called their customer service representative who told me that my payment was not received. I checked the XXXX Web Billpay status and it showed that the check for the XXXX payment had been mailed to WFB. I concluded that the check was lost in the mail and put a stop check on it on XXXX. I told WFB customer service that I would make a double payment of {$570.00} in XXXX to keep the account current. 

I made the XXXX payment for twice the monthly amount due using XXXX Web BillPay. On XXXX I received another email from WFB saying I had missed two payments. I called and made a payment to cover both months over the phone that day. This time I assumed there was a problem with the Web BillPay because XXXX had sent an email the day before stating that there had been a problem with processing the WFB payment. On XXXX WFB placed a 30-day late payment on my credit report. 

I initially contacted WFB to have the 30-day late label removed from my credit report based on the extenuating circumstances. They sent a secure message on XXXX through open message that was only available until XXXX stating that my stop on the check caused the XXXX payment to be late. I did not make a copy of the WFB email response through open message. I also did not have time to fully investigate the matter because my teenager was diagnosed with a serious health problem in XXXX that involved XXXX surgeries and is still ongoing. 

Later, I started looking into the matter more closely as time availed. WFB did receive my XXXX payment on XXXX according to the XXXX statement, but instead of it being credited to my account in XXXX as it should have been, it was delayed and credited a month later. However, during the time it was lost at Wells Fargo, I had placed a stop payment on the check and it never posted to my XXXX account. 

WFB also received my double payment in XXXX before the due date and before the XXXX payment was 30-days late because they deposited the check on XXXX as shown on the back of the cancelled check. XXXX stated that WFB had refused payment on XXXX because WFB had deposited it into an invalid account. I have included copies of the cancelled check for {$570.00} with its WFB deposit account information ( XXXX TX XXXX, Acct. # XXXX XXXX  XXXX ) and the WFB deposit account information for checks that were successfully credited to my account ( XXXX NC XXXX, Acct. # XXXX XXXX XXXX ). The deposit account numbers are different. The XXXX double payment was later refunded into my account in XXXX. A refund for the double payment was not initiated by me or XXXX. 

I have written WFB dispute resolution team several times over the past 5 months and sent the following documentation as I came across it : Copy of the check cashed by WFB for the XXXX payment for twice the monthly amount due. 

My XXXX bank statement showing the double payment posted to my bank account before the XXXX payment was 30 days late. I pointed out that the double payment check was indeed deposited into a different WFB account from all the other successful payments ( the deposit information was on the back of the cashed check ). 

Copies of the check confirmation form from XXXX Web BillPay that both the XXXX and XXXX checks had been mailed out for XXXX of the month arrival dates. 

Copy of my XXXX credit card XXXX statement showing the XXXX payment was not credited to my account until XXXX but showed it was received on XX/XX/XXXX. 

Copy of my XXXX credit card XXXX statement showing the double payment was never credited to my account even though the check was cashed by WFB. 

The WFB Credit Bureau Dispute Resolution Team finally reviewed my case after I was connected to support staff who opened the dispute for me. ( Prior to that, the Credit Bureau Dispute Resolution team sent me at least four form letters asking for specific information. When I called the dispute resolution customer service representative, he was unable to tell me what information was missing and suggested I send everything again which I did. During my conversation with the support staff, she said the dispute resolution team had not opened a case because I had not included my account number. However, my account number was included on the documents I sent them. ) The Credit Bureau Dispute Resolution team concluded that their information is accurate and will not remove the 30-day late penalty on my credit report. They did not explain why the cancelled check, XXXX bank statements and XXXX statements were not enough proof for removing the 30-day late payment from my credit report. 

Wells Fargo Bank misplaced my payment checks causing them to not be credited to my account in a timely manner or at all. This happened again recently. Wells Fargo Bank returned my payment for XXXX stating that they did not know where to deposit the check. However, the month before they did and this is the crux of the problem. Wells Fargos misappropriation of my payments resulted in the 30-day late payment label being added to my credit report and now I am being penalized for it. I would like the 30-day late designation removed from my credit report.

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