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How do I research an issue with a payment?

To make a Payment Inquiry:

Step 1: Click Payments at the top of any Bill Pay page.

Bill Pay - Payments
Step 2: In the Historical Payments section, click the View/Inquire link in the Action column to make an inquiry about a specific payment.

Bill Pay - Processed Payments
Step 3: Review payment details before submitting an inquiry. Select the Inquire About Payment link on the bottom of the Payment Details page to open an inquiry. You cannot submit an inquiry for payments that are in Cancelled status.

Select the View Image link on the Payment Details page to view and print images of paper check payments.

Select the Proof of Payment link on the Payment Details page to view and print details of your transaction.

Bill Pay - Payments Details
Step 4: Select the reason for your payment inquiry. You will be asked to enter information necessary to resolve the type of inquiry you select. Bill Pay - Payment Inquiry
Step 5: If you are asked to verify your account information and payee information, you can type over the information to correct it. Please note that changing your account and payee information here will not change your payee details. If you want to change your payee details for future payments, go to the Payee Details page for the payee.

Step 6: Enter your Day Phone and Evening Phone. Also, indicate the best time to call and the time zone you reside in. Please note that what you enter for Day and Evening Phone here will not change your Bill Pay User Profile phone numbers. If you want to change your Bill Pay User Profile phone numbers, go to the User Profile page.



Step 7: Once you complete the Payment Inquiry page, click Submit.

image of Payments Inquiry screen
Step 8: You will receive confirmation that your inquiry has been sent. Note your Case ID or reference number for future reference. Notifications related to your inquiry will be sent to your Bill Pay Notices inbox and the email address shown on the confirmation page. To update your email address, go to the Bill Pay User Profile page.

Bill Pay - Payments Inquiry Confirmation
To make an eBill Inquiry:

Step 1: Click eBills at the top of any Bill Pay page.

Bill Pay - eBills
Step 2: From the Action column on the eBills page, click the History link to view the eBill History page for each individual payee.

Bill Pay - eBills
Step 3: From the Action column on the eBill History page, click the Inquiry link to make an inquiry about a specific eBill.

Bill Pay - eBill History
Step 4: Select the reason for your payment inquiry. You will be asked to enter information necessary to resolve the type of inquiry you select.

Step 5: If you are asked to verify your account information and payee information, you can type over the information to correct it. Please note that changing your account and payee information here will not change your payee details. If you want to change your payee details for future payments, go to the Payee Details page for the payee.

Step 6: Enter your Day Phone and Evening Phone. Also, indicate the best time to call and the time zone you reside in. Please note that what you enter for Day and Evening Phone here will not change your Bill Pay User Profile phone numbers. If you want to change your Bill Pay User Profile phone numbers, go to the User Profile page.

Step 7: Once you complete the Payment Inquiry screen, click Submit.

Step 8: You will receive confirmation that your inquiry has been sent. Note your Case ID for future reference. Notifications related to your inquiry will be sent to your Bill Pay Notices inbox and the email address shown on the confirmation page. To update your email address, go to the Bill Pay User Profile page.


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Bill Pay - eBill Inquiry