Consumer complaint received 2025-01-11 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Throughout XXXX, I repeatedly tried to access my WellsFargoXXXX account to check my balance and make credit card payments. The website refused access into my account, even when verifying critical pieces of identity such social security number and birthdate and prompted me to call their call center. Each time I called, I provided detailed information to verify my identity, but the representatives couldnt confirm itwhether through basic or advanced questions, like old street names or previous trade accounts. I couldnt give them the account number since I didnt have my credit card, and they refused to issue a replacement without verification. 

Ive never had verification issues with other banks, but Wells Fargo claimed they couldnt help me unless I verified my identity. My only alternative was to visit a branch in person, but the nearest branch was over 300 miles away. I had a similar experience with account access during COVID, which ultimately prompted me to close my banking account with them. This also required an in-person visit to the branch. 

As a XXXX person, traveling that distance is extremely challenging, if not impossible. This situation highlights a lack of reasonable accommodations for XXXX individuals in their system. The Wells Fargo mobile app and website also should be accessible to everyone, including those in protected classes, but its not. 

After numerous failed attempts to resolve this over the phone, my credit card was closed in XX/XX/XXXX, and collections started. I had always paid my card on time for over 10 years, and this was my oldest line of credit. Despite my consistent efforts to resolve the issue, Wells Fargo reported my account as 120+ days late to credit bureaus, damaging my credit and my score dropped over XXXX points in a matter of a few months. 
Interestingly, when I called collections in XX/XX/XXXX without an account number, they were able to verify my identity and process a payment within minutes. Why was this process so much easier and more efficient compared to my earlier attempts? 

On XX/XX/XXXX, I contacted Wells Fargo collections to resolve my credit card debt. I had received a settlement letter on XX/XX/XXXX indicating they would settle for 60 % of the claimed total owed balance, or {$420.00}. It took several representatives to get the appropriate department, but - strangely enough - each Wells Fargo representative was able to confirm my identity as the account owner. The final representative I spoke with stated that the debt would be considered " settled for less than the full balance '' but assured me the account would be reported as fully closed on my credit report. However, they refused to provide written confirmation of this settlement agreement. 

I submitted a formal complaint through Consumer Financial Protection Bureau sharing this experience. The Wells Fargo XXXX XXXX XXXX called me to discuss. I called back and the assigned rep was not in the office. I was asked to make an appointment to discuss the situation with that person, who did honor the call back. To date, I have still not received a resolution to my original CFPB complaint. 

As of XX/XX/XXXX, my credit report still shows a remaining balance of {$240.00} owed on the account and that it is still active and not closed. This discrepancy is concerning, as it contradicts the verbal assurance I received from the Wells Fargo collections representative that the account would be fully settled and closed. 

This situation reflects a pattern of Wells Fargos ongoing failure to adequately support its customers, particularly in resolving critical account issues. The process of verifying my identity and accessing my account was unnecessarily cumbersome and repeatedly failed despite my consistent efforts to provide sufficient information. This lack of support escalated to my credit card being closed and reported delinquent, despite my willingness and long-standing history of timely payments. 

Wells Fargo 's inability or unwillingness to provide adequate support and documentation demonstrates a broader problem with its customer service approach, leaving customers to bear the consequences of its inefficiencies. Wells Fargos failure to ensure accurate reporting or provide documentation undermines trust and and is a blatant violation of the Fair Credit Reporting Act ( FCRA ).

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 non-monetary relief