Consumer complaint received 2024-11-29 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
I'm filing this complaint as Wells Fargo 's staff have not resolved my complaints nor understood challenges posed with their automatic payment system. I called Wells Fargo on XX/XX/XXXX when I happened to have signed onto my account online and saw that I had late fees put onto my account for missed payments scheduled for XXXX and XX/XX/XXXX. I called Wells Fargo on XXXX and paid the outstanding balance online while I was on the phone with them - I wanted to understand why my automatic payments turned off. They conducted their investigation and told me that there was an account change on XX/XX/XXXX that caused automatic payments to be turned off. On XX/XX/XXXX, I changed my bank account information from my XXXX to my XXXX account. I provided Wells Fargo with the two small amounts of money as part of the validation process and had already made sure my automatic payment schedule was back on. When I called on XXXX to file a complaint, a gentleman ( XXXX ) from the Executive Office called me back to hear my complaint and look into my case. On XX/XX/XXXX, XXXX and I spoke on the phone and he agreed with me that the Wells Fargo system was not user friendly - as I received no warning or notice that my automatic payment was turned off nor did I approve my automatic payment to turn off. He also agreed with me that once I put in the two small amounts of money from my XXXX bank account, the payment should go through as I requested when I added the bank account information. The complaint filed on XXXX is under the following case # : XXXX. 

I am greatly dissatisfied with Wells Fargo and their unwillingness to resolve my case and update their automatic payment system. I also filed a complaint ( case # : XXXX ) back in XX/XX/XXXX. My automatic payment was cancelled with no warning multiple times between XX/XX/XXXX- XX/XX/XXXX. I had just enrolled in automatic payment and learned that my automatic payment did not go through in XX/XX/XXXX. I called multiple times to speak to Wells Fargo in XXXX and again in XX/XX/XXXX when my automatic payment did not go through again. They assured me in XXXX that they enabled my automatic payment, and they didn't understand why the online system had disabled it. I was very busy with work travel in the timeframe of XXXX - XX/XX/XXXX, which is why I wanted automatic payments enabled on my account. I received a physical letter in the mail in XX/XX/XXXX stating that my car would be repossessed if I didnt pay my outstanding balance- I was appalled. I filed a complaint with Wells Fargo but they denied any wrongdoing. I did not update my bank account or any other information at that time, and my contact information was up to date. Between XXXX and XX/XX/XXXX, I received no text messages, emails, physical letters, or phone calls from Wells Fargo to sort out the issue before they sent me a notification of repossession letter in the mail.

In both instances of the automatic payment system cancelling without my approval or providing me notice, my credit score dropped significantly. I don't believe it is fair for me to be impacted when it seems to be an ongoing issue with their automatic payment system. I also believe it was very unfair to punish me when there was very little communication on their end. 

Additionally, I enabled my automatic payment again in XX/XX/XXXX, and I just logged onto the website to find out that I will be charged a late fee of {$18.00} if I did not pay by XX/XX/XXXX. The automatic payment feature is not reliable and has been incredibly frustrating for me as a consumer and customer to use. I am not satisfied with Wells Fargo 's customer service nor can I trust or rely on the automatic payment feature, which has created a large burden on me as a customer. I have never experienced any other company with this automatic payment issue.

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