Consumer complaint received 2015-11-02 00:00:00
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
I have been a Wells Fargo customer since XX/XX/XXXX. Wells Fargo made an agreement for a deferred double payment due to good standing on XX/XX/XXXX. On XX/XX/XXXX a 30 day late notice was posted to my credit report. I have been notified by more than 1 Wells Fargo Specialist that I have a 10 day grace period in which I can pay my bill up to the XXXX of each month without penalty. If a payment is delayed after the grace period the customer has to notify Wells Fargo about the delay. In that time, I have never made a payment outside of the grace period. In XX/XX/XXXX a talent agency took nearly {$1500.00} out my account for photos that had never been taken. While it was under review, I called Wells Fargo and requested that my payment XX/XX/XXXX be pushed back " deferred '' to a later date. The representative stated that as I had never been late with my payment she would push my payment for the following month on XXXX/XXXX/2015 and I could make a double payment. I made the {$220.00} payment for my XX/XX/XXXX bill on XX/XX/XXXX. Wells Fargo still charged me a double payment of {$440.00}, XX/XX/XXXX bill which I had already paid for and XX/XX/XXXX on XX/XX/XXXX. I called my XXXX XXXX XXXX to have the transaction reversed as only {$240.00} should have been taken out. My bank reversed the charge on XX/XX/XXXX and I paid my XX/XX/XXXX bill of {$240.00} that day. 
However, on Thursday XX/XX/XXXX, I received a notice from my credit alert stating a 30 day derogatory action from Wells Fargo resulting in my credit score dropping over XXXX points. When I called that afternoon, the lady I spoke to, XXXX, saw the reversal and the set up double payment but stated that the representative who set up the payment failed to note it was a deferment payment and there was nothing she could do. I re- explained what happened and that the representative failure to note that was not my fault. The lady then stated she would go talk to another supervisor. When she returned, she then stated that the supervisor stated the representative I spoke with initially was suppose to notify me that it would report negatively on my credit report if paid after XX/XX/XXXX ; however she failed to do so and set the payment for the XX/XX/XXXX which has resulted in a derogatory action. 
I then asked if I could speak to the credit department and she stated that she did n't have a number to contact them and that she herself would be unable to contact them. 
I filed a complaint with the XX/XX/XXXX and received a call from XXXX, a XXXX on XX/XX/XXXX. She contradicted both the supervisor and representatives statements. Stating that that the representatives I had spoken with had given me wrong information regarding a grace period. In regards to the supervisor stated that the representative was suppose to notify me that placing my payment past XX/XX/XXXX would result in it being placed on my credit report, XXXX stated that it is common knowledge thus I should have known. When the phone call initiated XXXX stated that she did not see any calls made before the 30 days past and she could not make any changes to the report if I had not spoken to a representative before the 30 days. After I noted not only the posted double payment but the reversal of the late fee, XXXX changed her story and stated that since she did n't see a deferment in the notes, she could n't change it. I repeated that the representative obviously deferred the payment if the late fee was reversed and she set up double payment for a further date. Then XXXX became very argumentative stating she could n't see anything in the notes and could n't do anything because it was n't noted who I talked to or gave a definitive date. I told her to check the recorded conversation and that I could provide her with it if she could n't find it. She forbade me to record the conversation we were currently having.Then she said that she could try to trace the incoming call.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation