Consumer complaint received 2016-06-09
Company: WELLS FARGO & COMPANY
State: TX
Product: Credit card
Issue: Rewards

Complaint:
I used Wells Fargo credit cards for nearly a year. I was rewarded for being one of their best customers. I received letters encouraging me to spend more. When I would call, I would be thanked for my high levels of use and encouraged to see a banker and be a part of the Wells Fargo family. Without notice in XXXX, my credit card was shut down for suspected rewards abuse. I 'm not even sure what this is. There was a note in the letter that I had received a warning already. This is simply not true. If there is documentation about me receiving a warning, I 'd love to see it. I did not receive an initial letter warning me. If I had, I would have called immediately to discuss this. They said they did not like my purchase and payment behavior - but were not willing to share this. 
Their decision to close my credit card without warning required me to forfeit nearly {$20000.00} dollars in travel rewards. Rewards that they earned money on through my choice to swipe with their card instead of a different card - like my XXXX XXXX business card. 
I am hoping someone at Wells Fargo realizes this is a mistake - I did not receive a warning letter - and is willing to reinstate my rewards. I understand it is their prerogative to close my account, and I accept that and I have chosen a different bank - if they do n't want to do business with me after calling me a top tier customer and a great customer and encouraging me to spend even more - that 's fine. I am a capitalist at heart, and I believe business is a two way street. However, stealing {$20000.00} dollars from me crosses the line. We are at a level where I feel compelled to do whatever I need to do to fight for this - given the deceptive nature of offering me rewards, still sending me emails offering me their services ( I just received an email AFTER my card was closed offering me a 5 % wells fargo mortgage card for being one of their BEST customers!! ). This is conflicting information. On one hand, Wells Fargo rewards me for my spend, verbally thanks me in calls for the spend, invites me to come speak to a banker because of my spend and balances - and then on the other hand, closes my credit card and steals {$20000.00} in rewards saying they can do this because of terms and conditions and they warned me. Again, there was no warning. If there was, I would like the tracking number, notification in my online account or recorded phone call where it occurred. I went and double checked my online messages, and I get messages frequently about aspects of my wells fargo experience ( like confirming authorized users ) but there is absolutely XXXX warning listed in there. 
I am hoping Wells Fargo will do the right thing - award me my past rewards, and hopefully we can rebuild our relationship. If not, given that there was no warning, there was lots of enticement of of the rewards and the relationship, I will have to consider escalating. I am hoping Wells Fargo will reach out and fix this as a one time courtesy - given that they are still requesting my business and we can restore our relationship. I can understand though they are withholding XXXX from me - they are enriching themselves by not paying out rewards - but given that they earned THEIR swipe fees from me - it would be a troublesome marketing issue to withhold points.

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