Consumer complaint received 2024-04-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
My Credit Card statement of XX/XX/XXXX had an outstanding balance of {$6200.00} with a payment due date on XX/XX/XXXX. On XX/XX/XXXX I initiated a payment for {$6200.00} to be drawn from my account on XX/XX/XXXX and received a confirmation number of XXXX. 

On XX/XX/XXXX I received an e-mail from Wells Fargo that my credit card payment was due that day and that a payment was not scheduled to be paid. I called Wells Fargo at XXXX on XX/XX/XXXX and spoke with " XXXX XXXX. XXXX looked up the confirmation number and confirmed that the {$6200.00} was scheduled to be paid that day. 

On XX/XX/XXXX I checked my bank account and Wells Fargo account, and the payment had not been processed. I called Wells Fargo again on XX/XX/XXXX at XXXX and talked to " XXXX ''. XXXX looked up the account and informed me that I had {$150.00} of cashback rewards post to my account after I had scheduled the payment. She stated that when Wells Fargo went to process my payment, my scheduled payment of {$6200.00} was higher than the current balance of {$6100.00} ( because of the cashback rewards credit ), so the payment was canceled on their end. I then processed a payment over the telephone for the {$6100.00} to payoff the balance on the card. This amount was processed that same day. 

On my XX/XX/XXXX statement I was charged a late fee of {$29.00} and XXXX of {$89.00} since the payment posted two days late. Again, I made the payment on time, Wells Fargo CANCELLED my payment, but CONFIRMED it was still being made when I called, and then charged me a late fee on the canceled payment. 

On XX/XX/XXXX, I called Wells Fargo at XXXXXXXX XXXX  and spoke with " XXXX ''. After hearing my story she said this was a XXXX XXXX issue and transferred me to " XXXX '' in XXXX XXXX. I started to explain the issue to XXXX and he hung up on me. 

At XXXXXXXX XXXX, I called back and spoke with " XXXX '' and requested to cancel my credit card. He transferred me to " XXXX '' to redeem my final cashback rewards dollars ( approx {$22.00} ) to my account. XXXX then transferred me to " XXXX '' to close the card. XXXX stated that she would cancel the card and that I would lose the {$22.00} of cashback rewards when the card was canceled. I confirmed I wanted to cancel the card and it was canceled immediately. 

I went online at XXXXXXXX XXXX  and paid off the final balance of the credit card including the {$29.00} late fee and the {$89.00} of interest. This was confirmation number XXXX. 

I do not believe the late fee and interest are appropriate when I made my payment on time and it was CANCELLED by Wells Fargo due to their internal policy. They also incorrectly confirmed to me that the payment was still scheduled when I called still within the window to make the payment. When I called Wells Fargo, nobody seemed interested in refunding the late fee and interest even though I believe it was their fault. My card has been cancelled and I have paid off the full balance of the account. I am however, requesting a refund of the {$29.00} late fee and the {$89.00} of interest ( Total {$110.00} ) as these fees were not incurred through any fault of my own. 

Thank you.

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