Consumer complaint received 2025-05-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
Im filing this complaint due to Wells Fargos unreliable Bill Pay service and extremely poor customer support. A Bill Pay check sent to my landlord this month arrived almost a XXXX later than Wells Fargos estimated XXXX  business-day delivery time. It says on the site that it mailed XX/XX/XXXX with an estimated arrival of XX/XX/XXXX. My landlord let me know she did not receive it as of XX/XX/XXXX. I had to go out of my way to get a check written up and delivered. This does not include the emotional distress of having to be in this situation of your rent for your home where you and your family and children live not being paid. On XX/XX/XXXX ( yesterday ) I was informed that the check finally arrived and my landlord shredded it in good faith. 

This is the second time this has happened ( the first was in XX/XX/year> where the check was nearly a month late ), and both times I faced stress, disruption, and no true resolution. I have also had a situation where they sent XXXX checks for some reason. Had I not just diligently checked my account and spent a long time in that case too getting with a teammate to remove it, it would have just been {$1300.00} gone from my account with no regard from Wells Fargo. Thank XXXX my landlord is honest. She voided and shredded that check as well. 

I feel like I set up this service to take away stress yet im facing even more stress, having to remember to check with my landlord every month as the deadline looms to see if shes gotten it yet. 

In both cases of the delay, Wells Fargo claimed they were at the mercy of the post office, refusing accountability. If Wells Fargo can not ensure timely delivery, they should not offer this serviceor at minimum, adjust the estimated timeline based on actual trends in mail delays. 

This month, I also endured : Multiple dropped calls on Wells Fargos end, with no return call. I spent a * long * time explaining getting teammates up to speed, then for the call to end on their end with no perceived care in the world, is a slap in my face. I work for a living. This is beyond unacceptable.

Being transferred repeatedly to the wrong departments. 
Navigating a time-wasting automated system, only to be forced to repeat my account info after live agent contact. 
A general lack of ownership, transparency, and basic customer care. 

Though a {$50.00} late fee from my landlord was refunded ( because of * her good graces *, Wells Fargo did not assist or advocate whatsoever ) Wells Fargo has not offered any goodwill compensation for the repeated failures or time lost, and they never followed up on the claim I filed in XXXX. 

I expect Wells Fargo to : 1. Acknowledge these failures and issue a formal apology.

2. Provide a goodwill credit for the distress and time wasted.

3. Investigate and follow up on the unresolved XXXX claim. 
4. Take steps to make the Bill Pay service reliable or stop advertising inaccurate delivery estimates.

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