Consumer complaint received 2017-04-20 00:00:00
Product: Credit card — 
Issue: Late fee — 
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
This complaint is regarding a dispute with  Wells Fargo Platinum  Credit Card. I was making regular payments until  XXXX     2017  when I fell behind but continued to make timely payments. On  X/XX/17    I spoke to someone in collection and agreed to a payment plan ove r 2 dat es to bring the account current. I completed both payments on  X/XX/17    and  X/XX/17    to bring my account current. In the meantime, we sold our home on  X/X/17    when we applied for a mortgage and learned tha t Wells  Fargo reported me to the credit bureau on  X/XX/17    for late payment. This is now preventing me to obtain a mortgage. My husband can not qualify to obtain the mortgage on his own and my income and therefore my credit is required. This  XXXX  late fee on  X/XX/17    has devastated our lives, we have  XXXX  small children. I explained to them that the reason of the move is to relocate to access better public schools so that we would not have to continue the hardship of paying for private school. The latter is the reason why I fell behind for a brief period with this  XXXX  credit card.  Wells Fargo m aintains their position that my payment was due on  X/XX/17    and because the payment plan we set up was on  XXXX  and  XXXX  they had to report me to the credit bureau. I asked why they did not tell me this when they set up the payment plan and they replied that they do not have to, their job is just to collect money. I acted in good faith and trusted that the payment plan would fix everything. It did  for Wells Fargo, I jus t never thought of  X/XX/17    being the next due date since we set up the payment plan. I would have made a smaller payment to just avoid this late fee on   X/XX/17  i f I was properly informed. I feel blindsided. Poor customer service and unethical behaviors are my concerns. I can not understand how they can set up payment plans but then report you to the credit bureau. The inability to obtain the mortgage is devastating and I am at a loss of how to fight for my rights to be treated as an overall good long standing customer should be treated. I expect my bank to look out for me and its customers in the community, what happened to me is not an example of ethical community collaboration between a bank and a long standing good customer. This situation is life devastating, we are talking about 7 days from  X/XX/17    to  X/XX/17   , less than 30 days late. I intend to take this dispute high up the chain. So far, the  Wells Fargo Executive O ffices have not been cooperative and refusing to remove the report to the credit bureau. Our efforts to make better choices to reduce financial hardship has now caused a set up for additional financial hardship. We sold our home and are now unable to obtain a mortgage. Renting would set up back causing tax consequences. I intent to take legal action if this is not resolved favorably.

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 monetary relief