Consumer complaint received 2026-05-04 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: AZ

Complaint narrative:
b"This report is regarding Wells Fargo Visa credit card ending with XXXX which previously had available a $XXXX credit line. A recent attempt to make a payment for my credit card balance has resulted in representative of Wells Fargo discrediting my account and disassembling my credit rating to what I believe may be illegal and unprofessional use of action against my credit history. I am attempting to place this as an official complaint against Wells Fargo banking associates. If this report lands in a wrong agency or department I wish to express my apologies for adding any inconvenience to anyone and if this could perhaps be forwarded to an appropriate agency or let me know of what would be a better approach, I would certainly appreciate it.\n I contacted Wells Fargo helpline at XXXX on XXXX XXXX XXXX. At this time it was a available balance due of $XXXX on my Wells Fargo credit card I was assisted by an associate named XXXX who took the time to process a request to use a XXXX XXXX checking account to pay the balance of my Wells Fargo credit card. XXXX had verified the accuracy of the XXXX check routing and checking account numbers and that the process was verified and transaction cleared, I was given a confirmation code number #XXXX. As XXXX stated payment was processed,verified, completed and cleared paid in full with the use of money from a XXXX checking account. I initially wanted earlier to try to simply to just pay this transaction with using a debit card number associated with this account but this option was not permitted by Wells Fargo and the use of these checking account numbers as they were 'read from the bottom of the check' as instructed was essential as per Wells Fargo to make this transaction go through. As XXXX stated we were on a recorded line and this can all be verified to as needed for verification or training purposes. On XXXX XXXX XXXX I noticed online that my account still had not been showing the payment process pending or having completed. I called into Wells Fargo that XXXXXXXX XXXX XXXX XXXX and my account balance still shows $XXXX balance due. I spoke in length with XXXX who took the time to research into what may have taken place and has now confirmed that at this time with reverifying the account number she gives me a confirmation code number #XXXX, paid via XXXX checking account cleared and confirmed! \n on XXXX XXXX XXXX I received a letter from Wells Fargo in the mail verifying a payment was made on XXXX XXXX XXXX and the one-time XXXX charged $XXXX completed verified. On XXXX XXXX XXXX, I see clearly online that payment still has not been processed so I called in the Wells Fargo helpline at XXXX XXXX XXXX and spoke with XXXX, here again paying $XXXX via XXXX checking and I was told that I will receive a new statement with XXXX balance. On XXXX XXXX Wells Fargo still had not taking the payment so I called into Wells Fargo helpline again this call to Wells Fargo helpline begins at XXXX XXXX and continues to XXXX this is a 2 1/2 hour call! While I was speaking to XXXX trying to make what I thought would be a rather simple payment by phone transaction runs through a constant wall of getting nowhere with this Bank associate. XXXX says she is the collections manager and for two and a half hours I was on the phone with XXXX who would not permit me to talk to another associate or refer me to speak to a supervisor regarding getting this matter paid for and cleared up. I kept asking numerous times if there was some issue preventing me from completing this transaction. I kept asking if I could please be transferred to a supervisor to get some further assistance to clarify this matter. XXXX tells me that she's been filling out paperwork this whole time and that we are here on the phone talking about it but will only keep telling me that only after payment is made that the only way to clear and correct this matter is to call to the customer service back again after making payment with collections department. I was then placed on hold again and when she returns, XXXX says she'll get me to the appropriate department and place me back on hold. Eventually XXXX from the executive complaint department picks up into this phone call. XXXX says he has reviewed the account and stated that any interest will be waived,payment has been processed and that something that may have been off track was that the use of the four numbers at the end of the checking account number sequence on the bottom of the check we're referring to check number which should not have been used when referencing the account number as it makes for too many numbers for a checking account and that any previous banking associate that handled this transaction should have caught that right away. XXXX confirms that the payment process has cleared up and transfers me to XXXX Wells Fargo customer service who states the only way to clear this matter up would be to go back through collections department that is the only way to have the credit corrected and says that it was certainly misleading for me to have been LED down this road just to pay the bill. Now she doesn't have collections number it's only internal, but transferring me to collection department that refers me to call back in three or four days of payment has not been processed call time XXXX XXXX to XXXX XXXX that's a two and a half hour phone call. On XXXX XXXX XXXX XXXX XXXX I called XXXX XXXX at the Wells Fargo escalations representative XXXX complaints management office at XXXX extension XXXX she had sent an email to me to call if I had any questions XXXX was not available so I left a voice message to please call me back at XXXX I received no call back. On XXXX XXXX XXXX I again called Wells Fargo XXXX XXXX XXXX XXXX extension XXXX asking to speak with XXXX but she was unavailable. XXXX understands I submitted payment three times. The first two times it was accepted as requested to read the numbers from the bottom of the check as instructed by Wells Fargo and then on the 3rd payment it was noted that they did not want the last four digits and now will discredit my credit report history as being paid late reducing my credit line and reducing my XXXX credit score as well as impact the XXXX score and XXXX credit report. This now shows negative impact for first time in my credit history. I am XXXX XXXX XXXX with no history of ever paying any bill late. XXXX said she will submit reviewing this information and will respond to XXXX XXXX on XXXX XXXX XXXX XXXX XXXX calling phone XXXX extension XXXX XXXX case number XXXX XXXX 31 minute phone call speaking with XXXX will be submitting and updated request to Wells Fargo asking to please look again into this. On XXXX XXXX XXXX at XXXX XXXX I received an incoming call from XXXX for 13 minutes a call from XXXX from Wells Fargo asking if I had any more to add regarding my dispute. I asked referencing to call made on XXXX XXXX and XXXX said she was unaware and will look into for further information and confirmation. XXXX XXXX XXXX XXXX XXXX incoming email to XXXX XXXX that Wells Fargo needs to respond tomorrow I followed up with calling XXXX XXXX XXXX extension XXXX who assigns a new case number XXXX start again XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for account ending in XXXX. On XXXX XXXX XXXX XXXX XXXX 17 minute call to XXXX extension XXXX XXXX XXXX escalations representative XXXX complaint management office extension is not valid there's a long hold period and I'm transferred she is noting to have XXXX XXXX XXXX heard and reviewed she says sounds like she knows more information to look into this and we'll get back to me next week as they have until XXXX to close this matter I stated that my list of agencies I will be reporting to and although I figured by submitting a written report on this matter will likely not change any outcome it will be another on a pile if there is an accumulated history of this type of abuse to customer accounts. I reminded her to the call from XXXX XXXX and XXXX states that sometimes some of these calls don't always get recorded so I restated I stated all my calls are on my phones record a call and I can forward her a copy of the call if she'd like. XXXX says she doesn't agree to me recording our calls so I reminded her that she already stayed at the beginning of our call that she told me that our call was being recorded as well Fargo XXXX record and analyze calls thank you and good day. On XXXX XXXX XXXX XXXX XXXX I called Wells Fargo XXXX and contacted XXXX with executive office we have a new case number #XXXX. XXXX, will have XXXX return my call as she is on the phone with another customer. On XXXX XXXX XXXX XXXX XXXX incoming call from $XXXX XXXX noting a follow-up report is upcoming and she now has further notes from XXXX call as well as where that credit score was negatively affected in credit card lower. This has been much time and effort to just try and pay the credit card bill on time. A resolution to this matter would be for a representative from Wells Fargo to acknowledge the payment was made timely and put back all credit reporting back to previous state, balance everything back to what it was. Thank you for your time sincerely XXXX XXXX cell phone XXXX disregarding Wells Fargo Visa credit card ending in XXXX."

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