Consumer complaint received 2020-04-26 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
I opened a secure credit card in XXXX and I owed one payment the bank wells Fargo froze my account for one day past due {$32.00} payment they said I owed at the end of Februay but I was out of town, so I told them when I pay that fee to close my account out because I saw no reason to withhold my own money from me. They had already opened two additional accounts under my business so I was using the personal account card until they straighten out why I had so many business accounts I did not sign up for. 
The employee told me that I had to come into to bank to make the payment I did and was told to call the credit processing department I again requested that they close the account when I come in and make that payment and they told me I would have to wait until they saw if I had used the card and had payments which needed to clear. I made that payment in XX/XX/XXXX the account was still not closed 30 days later I told them I was not going to pay them anything else and explained that I felt like they were exhorting me by not closing the account and that they were trying to eat up the {$150.00} I had in the account at the time which was suppose to be refunded to me, the employee said that it would take 90 days to close it I said they were not getting another XXXX XXXX from me and I again demanded that they immediately close the account and hung the phone up on her and they still did not close it. I went into the bank and the employee there called them and they claim that they were going to send me the money they took out of my account for the previous three moths when I had requested the closure and they said the reason that they did not close the account was because I did not stay on the phone long enough for the employee to read some type of disclosure. The bank placed that three month that they wanted me to continue to pay on my credit as retaliatory measure or extortion of my money. They eventually sent me the {$150.00} check after over ten months saying they sent it but I never received it I kept calling them and they sent it. More than that I did not know they actually placed those three months that they did not close the account after I thought it was closed on my credit and then lied and said they closed my account on their own when that was not the case. What ever they did destroyed my credit and I have not been able to recover that XXXX points on my credit with any bureau after me having that account for that long and always paying on time, That credit score causing me to not be able to get credit to borrow, refinancing out and continue repairing my nonprofit homes. One of our homes went to foreclosure causing me to pay an extra XXXX to get it back and it affected my personal life as well even to today when I tried to put the explanation it keeps dropping just because I am trying to correct it still. I was not able to purchase a vehicle or my townhome because of that drop in credit. I had that account over 4 years. I decided to sever my relationship with the bank that I was with over fifteen years. This is what my credit bureau said about the account on XXXX, XXXX XXXX and now XXXX  dropped my credit anther 7 pts trying to still get it fixed I need that XXXX points back period. 
Here is what XXXX  had This account was closed on XX/XX/XXXX WELLS FARGO CARD SERVICE Last reported XX/XX/XXXX {$0.00} Reported balance Credit limit {$600.00} You're using 0 % of your account 's limit OVERVIEW Credit limit {$600.00} Minimum monthly payment {$0.00} OpenedXX/XX/XXXX ( 4 yrs, 2 mos )  PAYMENT HISTORY You've made 93 % of payments on time ************ ACCOUNT DETAILS Account statusClosed TypeSecured credit card ResponsibilityIndividual RemarksCanceled by credit grantor Times 30/60/90 days late1/1/1 ClosedXX/XX/XXXX CONTACT INFO WELLS FARGO CARD SERVICE CREDIT BUREAU  DISPUTE RESOLUTI XXXX XXXX XXXX XXXX XXXX, IA XXXX XXXX ( XXXX ) XXXX See a mistake? 

XXXXFrom my XXXX XXXX  see below****** FROM MY XXXX XXXX  ACCOUNT We found 2 changes to your XXXX  credit report. 

We found 4 changes to your XXXX  credit report. 
Accounts With Missed Payments WELLS FARGO CARD SERVICE - Status Changed to " 60 Days Late '' 97 % 94 % On-time payment percentage as of XX/XX/XXXX On-time payment percentage as of XX/XX/XXXX On-time payments are key building blocks for good credit scores. Most accounts require a monthly minimum payment. If you don't pay that amount on time, you could harm your Payment History and your credit score. 
Between XX/XX/XXXX and XX/XX/XXXX, your WELLS FARGO CARD SERVICE credit card went from " 30 Days Late '' to " 60 Days Late. '' Balance Increase WELLS FARGO CARD SERVICE - Balance Increased by {$46.00} 86 % Very Poor 93 % Very Poor Credit Card Utilization as of XX/XX/XXXX Credit Card Utilization as of XX/XX/XXXX When you use too much of your credit, potential lenders may worry that you won't be able to pay them back ( even if you pay off your balance each month ). Generally, you should keep your total balances below 30 % of your total credit limits for a healthy Credit Card Utilization. 
Between XX/XX/XXXX and XX/XX/XXXX, your WELLS FARGO CARD SERVICE credit card balance increased by {$46.00} from {$510.00} to {$550.00}. 
Closed Accounts WELLS FARGO CARD SERVICE - Account Closed Lenders like to see that you have experience successfully managing your credit. Closing an account could affect your average age of credit history. Generally, you'll want to keep your oldest accounts active and in good standing in order to prevent them from being closed. 
Between XX/XX/XXXX and XX/XX/XXXX, your WELLS FARGO CARD SERVICE credit card appears to have been closed. 
Updated Account Information WELLS FARGO CARD SERVICE - Remark Added to Account Remarks are meant to make your report more clear. If you're not sure what this remark means or where it came from, you can contact your creditor or the credit bureau for more information. 
Between XX/XX/XXXX and XX/XX/XXXX the following remark was added to this account : Canceled by credit grantor ( NOT TRUE I REQUEST THEY CLOSE MY ACCOUNT ) XX/XX/XXXX XXXX XXXX pts We found 2 changes to your XXXX  credit report. 
Accounts With Missed Payments WELLS FARGO CARD SERVICE + Status Changed to " 30 Days Late '' Balance Increase WELLS FARGO CARD SERVICE + Balance Increased by {$45.00} XX/XX/XXXX XXXX XXXX pts We found 2 changes to your XXXX  credit report. 
Accounts With Missed Payments WELLS FARGO CARD SERVICE - Status Changed to " 30 Days Late '' 100 % 97 % On-time payment percentage as of XX/XX/XXXXOn-time payment percentage as of XX/XX/XXXX On-time payments are key building blocks for good credit scores. Most accounts require a monthly minimum payment. If you don't pay that amount on time, you could harm your Payment History and your credit score. 
Between XX/XX/XXXX and XX/XX/XXXX, your WELLS FARGO CARD SERVICE credit card went from " Current '' to " 30 Days Late. '' Balance Increase WELLS FARGO CARD SERVICE - Balance Increased by {$45.00} 78 % Very Poor 86 % Very Poor Credit Card Utilization as of XXXX XXXX, XXXX Credit Card Utilization as of XX/XX/XXXX When you use too much of your credit, potential lenders may worry that you won't be able to pay them back ( even if you pay off your balance each month ). Generally, you should keep your total balances below 30 % of your total credit limits for a healthy Credit Card Utilization. 
Between XX/XX/XXXX and XX/XX/XXXX, your WELLS FARGO CARD SERVICE credit card balance increased by {$45.00} from {$460.00} to {$510.00}. 

**and still when I disputed it with XXXX** it shows a 7 point drop just because I disputed it again.

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