Consumer complaint received 2018-01-16 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
Basic Overview : Was not made aware of any balance on a personal loan. Checked multiple times after payoff and always had a {$16000.00} available balance. Received notice from XXXX XXXX XXXX XXXX that an account had gone to collections. Per XXXX XXXX, it was sent in error and he was to have it pulled. Over a month later and this is still an ongoing matter and nothing has been done on Wells Fargo 's side to rectify the problem. 

All calls are recorded at Wells Fargo and the time of each call has been documented if the calls need to be pulled. 

Detailed : XX/XX/XXXX received an email from XXXX XXXX XXXX XXXX stating acct sent to collections XX/XX/XXXX XXXX XXXX contacted WF transferred 4 times. XXXX WF Collection Dept- Spoke to XXXX who stated that my acct was 0 days past due and to resolve the issue I needed to submit a request to their collections dept stating what happened. Told him that the problem was on WF end not mine and that they needed to fix it and pull the acct from collections and submit the documentation to the credit bureaus. XXXX trans bal from savings acct XXXX of {$34.00} b/c did n't want to fight over {$34.00}. Confirmation # XXXX and would be mailing me a letter confirming that my bal was paid and they 'd close the acct with collections but i 'd still have to submit a dispute. Requested his sup. Spoke with XXXX XXXX who agreed with me and stated he 'd pull it from collections b/c it was sent in error which should restore my credit in 30 days. If it 's not done, I should contact him directly and provided me his direct # XXXX. 

XX/XX/XXXX No letter received from WF regarding balance paid. Tried calling XXXX again no answer. XXXX-Called collections line and spoke to XXXX . He was unable to locate my acct by my ssn. He stated acct was closed and showing no bal. XXXX stated XXXX was out the rest of the week and provided me his direct # XXXX which is different from the one that he provided. Also stated there was n't much in the way of notations on the acct. 

Requested transfer to sup. Spoke with XXXX and she inquired where pymt was taken from and advised from acct ending in XXXX. Stated that XXXX shows i had an installment loan that was opened XX/XX/XXXX for $ XXXX with acct # XXXX. Payoff Date : XX/XX/XXXX {$9700.00} and the loan had a balance which is where the {$34.00} was applied. Advised the acct never showed a balance and we have n't had access to it online in a while. I also never received anything from WF regarding the acct-letters, emails or calls stating the acct was delinquent. 

She will reach out to XXXX XXXX to check the status of the request sent to the credit bureau and will let me know after she speaks with him. Stated it may take 4-6 weeks until this is resolved with the credit bureau and will contact me once she speaks to him. Asked if it was ok for me to receive automated calls from WF XXXX regarding anything delinquent on my acct. Adv yes and that she may call me on my cell phone and leave a message. 

XX/XX/XXXX Tried calling XXXX and goes to vm XXXX and no answer on XXXX 's  line. @ XXXX Spoke to XXXX ( rep in collections ) who stated XXXX XXXX submitted request to credit bureau on XX/XX/XXXX per notes in XXXX and the request was approved. He spoke to another sup that said to take a message to have XXXX call me tomorrow. XXXX is going to email/fu with XXXX tomorrow and have him call me. Advised it was ok for him to leave vm and provided the time that I will be out of work per XXXX 's request in case he ca n't lm. XXXX stated he will also keep an eye on my acct. call ended XXXX XX/XX/XXXX XXXX called XXXX from # XXXX. Stated that he submitted the original request on XX/XX/XXXX ( my records show initial convo was XX/XX/XXXX ) and at first said it was rejected and then said it fell through the cracks. He sent an email to the dept and the sup requesting a status updated in 24 hrs and will hopefully get back with me tomorrow. 

XX/XX/XXXX- XXXX called @ XXXX. stated he heard back from the Personal Lines of Credit Dispute dept who stated that they needed a letter from me stating what happened before they can do anything about removing it from my credit report. Provided fax # to submit to for review : XXXX Acct # XXXX. Stated they should provide him a response w/in 48 hours and send me a written response via mail. XXXX stated he would f/u with me once he receives a response from that dept. If they deny the response then we have other options we can pursue XXXX XXXX contacted XXXX requesting his fax number so I could also send him the documentation that I 'm sending the dispute center. Provided me with XXXX. Also requested the fax # again for the disputes dept. Provided me with XXXX. Fax to XXXX went through at XXXX XXXX however the dispute center fax kept saying line busy each time I tried. 

XXXX- Attempted to send fax again and still would n't go through. Contacted WF collection dept for correct number. rep stated that was the correct # and provided me with the depts phone number to speak with them. XXXX. When attempted to call the number the recording says the line is not in service. 

XX/XX/XXXX- XXXX contacted the collections department again and they stated that the number given to me was incorrect. CS Rep XXXX checked with two other people and provided me with the correct phone # XXXX. She stated that the notes on the account show the incorrect number that I was given initially. Faxed the documentation to the new number and notated that I was provided the incorrect fax number twice. The fax went through at XXXX. 

XX/XX/XXXX Tried twice to call XXXX but no answer or voicemail let up. It 's been over 48 hours since the request was submitted and no follow up.

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