Consumer complaint received 2025-03-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On XX/XX/XXXX I received notifications from my bank about payments being made to my credit card. Immediately, I get onto my account online and see payments being made that were not being made by me. I believe there was a payment of {$1000.00} XXXX and the a payment of {$4000.00} on XX/XX/XXXX from a Bank XXXX XXXX account ending in XXXX. Immediately I called Wells Fargo to let them know what was happening. These payments were being made and then reversed almost immediately after payment was made. Im on the phone with Wells Fargo at the same time as payments are being made and then adjusted. I was told that its good I called and to resolve the situation, we should cancel my card and get a new one. This will prevent from anything like this happening in the future. I felt like it wasnt correct information, as myself works at a bank but every financial institution is different. So the customer service representative assures me that all is well not to worry. Its been handled.any attempts for anyone to access my account for payments will be denied because that card is no longer active. All of this happened on XX/XX/XXXX. 
Then just XXXX days later, XX/XX/XXXX. I received another notification saying there had been a payment made to my account of {$9900.00}, from an account ending in XXXX, XXXX XXXX XXXX Bank XXXX XXXX. This payment of {$9900.00} was my current balance. This payment meant that my credit had been paid off in full. Immediately I get on the phone to see what is going on. They confirmed there had been a phone payment to my account on my behalf. Again I told them that it wasnt me and how is someone else able to get through to make a payment with all of the security questions and voice recognition. The representative, made light of the situation and blew it off saying its ok, itll all work itself out. I wasnt happy with how it was being handled but I had no other options. Call say its not me and then itll all be taken care of. It reflected a {$0.00} balance on my mobile app. 
Then after work on Thursday, XX/XX/XXXX I go onto my online banking to transfer funds from savings to checking. 
I see my credit card has a balance of {$9900.00}. That the funds had been reversed due to account XXXX unable to locate or not exist Underneath the balance is a box with a clock saying Use of account ending in XXXX is temporary restricted. Please call us at XXXX which I did, immediately because I was obviously freaking out. I called and was then told that the payment had been reversed, my account was frozen, soon to be closed and that was all of the information they could provide me with. 

They then take down my credit card from the list only accounts on my online banking leaving me without any access to make payments, see whats going on, nothing. This escalated into, no matter how many times I called, they said that my account was under investigation and nobody has the ability to access any information due to the level of investigation. Completely in the dark I was told to not make any payments and to wait for something in the mail. I called and called and I was told to not make a payment and wait for a letter in the mail. When the letter came, it told me that I had to go onto the XXXX website to print out a XXXX form. The next day I went to my local branch for help to make sure I was doing everything correctly. We even faxed the paperwork right there in the branch. Then I was advised again to not make any payments and to wait for the mail. The Wells Fargo employee was speechless because this situation is just so crazy. They would even release any information to her and was told the same thing they told me. Next I receive a statement saying that my account was past due. XXXX payment was made and the statement was requesting payment for XXXX and XXXX. This was submitted incorrectly to the credit bureau as a delinquent account. From XX/XX/XXXX to XX/XX/XXXX my credit score plummeted XXXX points. Bringing my credit score to a XXXX. I filed a dispute through XXXX and a claim with Wells Fargo and was told theres nothing they can do except for see that it wasnt me and document the resolution. This is after being a victim of fraud in which I was not helped in the least. More like belittled and highly disrespectful. Both situations combined, XXXX of this year will make XXXX years Ive been battling with Wells Fargo and have made XXXX progress. The negligence Ive experienced at the hands of Wells Fargo is disgraceful and has effected my life for the worse in so many ways. Ive missed work, started going to therapy. Effected my relationships; mental, emotional and physical health. Id even have days I didnt have money for food because I had {$40.00} to my name.All of this was 100 % preventable if someone would have just helped me. Due to the negligence and wrongdoing, it has been a nonstop battle, series of events that I have been fighting by myself for almost XXXX  years. Which again, was all preventable if I wouldve been treated like a loyal customer instead of being treated like an XXXX who fell for a scam. I was able to get my claim escalated to the highest level but was still told that it was my fault. So there was nothing they could do. I can not let them get away with this. Please help me by getting justice so I can move on from this horrible nightmare that wont seem to end.

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