Credit card or prepaid card -- Problem when making payments -- Complaint #5259011
Complaint Overview
Complaint ID: 5259011
Company: Wells Fargo & Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Florida
ZIP Code: 33755
Date Received: 2022-02-24T12:00:00-05:00
Date Sent to Company: 2022-02-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
A payment of XXXX was posted on XX/XX/2022 into my Wells Fargo credit card account ending in XXXX. This payment did not reflect on the statement. The last day of the statement period was XX/XX/2022. Another payment for XXXX posted normally on my account on XX/XX/2022. These payments totaled XXXX. This was more than the total amount due, per the statement. Despite this, Wells Fargo 's software did not recognize that I had fulfilled my minimum amount due. As a result the Wells Fargo system debited my checking account ending in XXXX automatically for another XXXX on XX/XX/2022. This software error resulted in an overdraft and XXXX charge to my bank account. Wells Fargo 's policy on automatic account payment ( clearly ) states that an auto debit will only occur if the total of the payments in the account are less than the minimum amount due. In my case, I had fulfilled more than the minimum amount due. Regardless of this, the Wells Fargo system software auto debited my account anyway on XX/XX/2022 without my knowledge or consent. The next day on XX/XX/2022 I talked to at least 4 representatives who were helpful and polite but were not able to offer an understandable explanation as to what happened. Finally I talked to a credit card account escalation representative named XXXX. She was great, as were all the reps I talked to. She agreed the above occurred. On XX/XX/2022 I also talked to XXXX at the Wells Fargo customer advocate department regarding this. Both individuals ( XXXX and XXXX ) understood what happened and assured me the issue would be addressed and corrected. However I actually needed to make another call to get the XXXX charge reversed. Sorting this out took 8 calls over two days totaling 135 minutes ( 2 hours 15 minutes ) on the phone in order to have the XXXX charge reversed. I was told the Wells Fargo system would still have a record of a bank overdraft against my account that could not be reversed, at least by the reps that I talked to.
Frequently Asked Questions
What is Complaint #5259011 about?
Complaint #5259011 was filed against Wells Fargo & Company regarding Credit card or prepaid card specifically about Problem when making payments. It was received by the CFPB on 2022-02-24T12:00:00-05:00.
How did Wells Fargo & Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Wells Fargo & Company?
Yes, visit the Wells Fargo & Company company profile at readthecomplaint.com/company/wells-fargo-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.