Consumer complaint received 2025-10-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Problem canceling credit monitoring or identify theft protection service
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Subject : I changed and requested my Wells Fargo debit card instead. Wells Fargo froze my account due to a late payment on my mortgage, and XXXX  placed a derogatory remark on my XXXX  XXXX Score I am writing to formally present my case and request your support regarding an issue with XXXX and Wells Fargo that has directly affected the reporting of my mortgage payments. I am concerned that this situation, which stems from XXXX XXXX mishandling of my account, could negatively impact my credit standing. This information was obtained from the dates and outcomes provided by XXXX. Wells Fargo provided me only XX/XX/year>, and the other information request was deleted. 

I have always paid my mortgage at the beginning of every month. The issue began on XX/XX/year>, when I attempted to make my regular mortgage payment to XXXX : XX/XX/year> I contacted Wells Fargo to renew my debit card, whose expiration date was expiring. Wells Fargos resolution team misunderstood me and sent me an email stating that my account had been frozen because it was compromised, but I did not see the message at that time, without telling me that my account was frozen. 

XX/XX/year> I called Wells Fargo again. The banker did not inform me that my account remained frozen. I then made my XXXX mortgage payment through the XXXX portal, not realizing that the account was still frozen. 

XX/XX/year> I contacted XXXX and was advised to wait, as the payment needed to clear through my bank. I was still unaware that the account was frozen. 

XX/XX/year> I again attempted to make my mortgage payment through XXXX, using my checking account. Because the account was frozen, the payment failed. 

XX/XX/year> I contacted Wells Fargo once more to ask why my mortgage payment could not be processed. Again, the banker told me my account was in good standing, without disclosing the freeze. 

XX/XX/year> XXXX notified me that I was delinquent for my XXXX payment. I immediately called Wells Fargo to escalate the issue. Only at that time did they finally acknowledge that my account was frozen. I requested that the freeze be lifted immediately, as it had caused delays with XXXX, as well as lateness fees with my other creditors, including XXXX, XXXX XXXX, and XXXX. 

XX/XX/year> Wells Fargo lifted the freeze, and XXXX was able to successfully deduct my mortgage payment. 

Throughout this period, Wells Fargo erased the history of my telephone conversations with their staff, eliminating important records of my repeated inquiries. This lack of transparency and poor customer service left me without any confirmation or accountability. 

I respectfully request your direct involvement in : Assist in ensuring that this payment issue is properly documented and corrected in my credit records. 

Confirm with XXXX and XXXX ( you have my permission to contact them ) all conversations I had with their representatives regarding my XX/XX/year> mortgage payment. I request a letter from Wells Fargo to remove the derogatory remark on the Experian Credit Bureau that affected me in future bank loans. 

Help me resolve any negative credit reporting or derogatory marks that resulted from this situation, which was beyond my control. 

I value your commitment to protecting clients and correcting unfair reporting. With your oversight, I am confident this matter can be resolved fairly and accurately. 

Thank you for your time and assistance. I look forward to your response.

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