Consumer complaint received 2025-11-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: WELLS FARGO & COMPANY
State: MA

Complaint narrative:
I am submitting this complaint regarding Wells Fargo due to repeated account access failures, payment processing issues, misrepresentation by Wells Fargo representatives, conflicting and inaccurate internal responses, and resulting credit harm, despite my continuous good-faith attempts to pay on time. This issue has caused substantial damage to my credit, significant emotional and physical strain, and interference with my responsibilities as the sole caregiver to my XXXX mother, who recently suffered a biopsy complication and required emergency hospitalization. 

Summary of the Problem : Beginning in XX/XX/year>, I repeatedly attempted to make timely payments on my Wells Fargo retail credit account. Despite using Wells Fargos official phone number and online channels, I routinely encountered : - Account lockouts immediately upon attempting to log in - Payment system malfunctions via phone and online portal - Unusual confirmation codes- Payments not appearing internally - Conflicting instructions from Wells Fargo employees - Prematurely closed complaints - A sole point of contact claim contradicted by another Wells Fargo employee Despite my repeated attempts to resolve this, including providing evidence, filing an FTC and FBI IC3 report, and working with my own bank XXXX XXXX XXXX ), the issues continued for months and resulted in negative credit reporting before the XXXX delinquency window expiredeven though I attempted to pay before XXXX  days on multiple occasions. 

Detailed Timeline : XX/XX/year> : - XX/XX/XXXX : After the login failure, I attempted to make a payment through the official Wells Fargo phone number ( XXXX ). The automated system gave an unusual confirmation code : XXXX. The payment for {$170.00} was made but could not be seen by Wells Fargo representatives. 

- XX/XX/XXXX : Made a second payment of {$170.00} online ( confirmation XXXX ) after regaining access to my account. 

- XX/XX/XXXX : Reported the suspected compromised payment channel to XXXX Bank in person, who formally opened Claim XXXX and later refunded the XX/XX/XXXX phone payment. 

Filed an FTC fraud report as evidence that I provided to XXXX Bank. 

XX/XX/year> : My mother underwent a biopsy on XX/XX/XXXX, suffered a XXXX complication, and required urgent hospitalization. I am her main support and help in managing all aspects of her medical care. During this crisis : - XX/XX/XXXX : Attempted again to make a payment before traveling but encountered the same login/access problems. 

- XX/XX/XXXX : Called XXXX times to different Wells Fargo numbers. I was hung up on, transferred to incorrect departments, or left on hold indefinitelywhile traveling as my mothers guardian during her postoperative medical emergency. 

- XX/XX/XXXX : After being hung up on again, I had to re-open my Wells Fargo complaint. 

XX/XX/year> : - XX/XX/XXXX : I received a secure message from a Wells Fargo employee named XXXX stating that my complaint was closed because I had been able to make a payment on XX/XX/XXXX, and telling me to contact the credit bureaus myself for correction. This contradicted XXXX XXXX statement that XXXX was the sole point of contact. 
This is when I discovered that another employee ( Nivea ) was involved. The XX/XX/XXXX payment was made through a phone number provided on a WellsFargo letter stating missing payment a couple of days before my XX/XX/XXXX call. 

- XXXX XXXX : Ongoing account access failures at first login attempts, repeated lockouts, and long holds. XXXX continued to ignore my disability-related limitations, when making a payment. 

- XX/XX/XXXX : I recorded video evidence showing the online portal errors and payment failures as I attempted yet again to make a full payment before 30 days to avoid negative reporting. I am paid only once per month, so timely payment processing is critical. 

Harm and Impact : XXXX XXXX ongoing system failures, mishandling of my complaint, and contradictory internal communications caused : XXXX Credit Damage : - Negative reporting occurred despite my repeated attempts to pay before 30 days. 
- XXXX XXXX representative explicitly refused to correct the credit reporting. 

XXXX. Stress and Harm During a XXXX XXXX : During this period, I was managing a life-threatening postoperative complication for my XXXX mother. XXXX XXXX delays, lockouts, and mishandling added severe emotional, mental, and physical strain when I was already under crisis conditions. 

XXXX. Disability-Related Impacts : Wells Fargo XXXX XXXX requests for disability-related accommodations and continued conducting interactions in ways that worsened my symptoms and caused physical setbacks. 

XXXX. Financial and Time Loss : - Lost physical therapy for XXXX of my XXXX- Repeated hours spent calling, being hung up on, and re-explaining the situation - My bank ( Citizens ) had to investigate and refund the invalid payment - Repeated attempts to regain online access and verify payment status XXXX. Confusing and Contradictory Internal Handling : - Wells Fargo assigned a sole point of contact ( XXXX ) - Yet another employee ( Nivea ) issued official communications contradicting XXXX - My complaint was closed without resolution Requested Resolution : - I respectfully request that the CFPB require Wells Fargo to : - Immediately correct all negative credit reporting associated with this account beginning XX/XX/year> onward. 
- Acknowledge and remove all late payment notations, as delays were caused by Wells Fargo system failures and mishandling. 
- Correct internal records showing my timely attempts to pay, including the documented XXXX and XXXX issues. 
- Provide a clear, written explanation of : -- -- Why the payment system issued an anomalous code ( XXXX ) -- -- Why representatives repeatedly contradicted each other -- -- Why my complaint was closed prematurely -- -- Why I experienced repeated, unexplained account lockouts- Ensure disability-related accommodations moving forward, including accurate documentation of my communication needs. 

Thank you for your review. I have extensive screenshots, videos, receipts, and reports ( FTC, XXXX, XXXX Bank XXXX XXXX ) supporting every detail.

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