Consumer complaint received 2025-07-18 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/XXXXXXXX XXXX XXXX XXXX  I accidentally scheduled a payment for {$2300.00} on my Wells Fargo credit card, as the Wells Fargo app on XXXX does not have a confirmation screen after payment. I accidentally selected the full amount instead of a partial payment. I immediately called Wells Fargo customer support to cancel the payment as I had insufficient funds. As I was concerned about payment adherence, I requested that the payment be canceled and a $ XXXX {$400.00} payment be placed on my account instead. I then modified my request for them to modify the payment to a partial amount of {$400.00}. They informed me that they wouldn't be able to cancel or modify the payment, but that the payment will hit my account without penalty and that they would queue a {$400.00} payment after the payment hits my account to pay down my balance. The payment went through and Wells Fargo to close my account in response. 

Their cause for closing the account is that because " several payments had previously been returned ''. However, only one payment had ever been returned as far as I am aware, which was a {$25.00} payment scheduled on XX/XX/XXXX, which was adjusted back on to the account on XX/XX/XXXX. 

I called in to Wells Fargo on XX/XX/XXXX to file a complaint regarding the closure of my account, as I feel that I had been misled. I received a missed call from XXXX at extension XXXX ( phone # : XXXX XXXX XXXX XXXX XXXX  ) on XX/XX/XXXXXXXX XXXX XXXX XXXX I called him back at XXXXXXXX XXXX on XX/XX/XXXX, which as also a missed call and received a call-back aXXXX XXXX XXXX that same day. He called me back the next day at XXXXXXXX XXXX  and informed me that he was able to listen to the transcripts of the customer service call placed on XX/XX/XXXX and claimed that I had requested a reversal in which the payment would hit my account and I would have the payment returned instead of a cancellation and that I had scheduled that payment afterwards. He then claimed that I had several payments returned and that was the cause for the account, and that there is nothing more that he could do. His stance was that the customer service support representative had interpreted my request as a reversal instead of a cancellation, as he claimed that my desire to modify the payment constituted a reversal ( in terms of Wells Fargo processes ) rather than a cancellation. 

I asked XXXX why any rational economic actor would want a reversed payment instead of a cancellation and iterated my belief that the customer service had exploited an asymmetry of information to take an action that violated the spirit of my request. I then requested the audio files of each call that I had placed to Wells Fargo and XXXX stated that they do not release audio files or transcripts of calls unless they receive a subpoena from a court or lawyer. I then ended the call. He has stated that he will send me an email with his findings via emailI have not received this email as of XXXXXXXX XXXX on XX/XX/XXXX. 

The only account that worked on this credit card has been suspended from being used on this account, and I can not add any of my other savings or checking accounts to my online account. If none of my other accounts can be used to make a payment at Wells Fargo, then I can not adhere to the payment terms or pay down my balance. 

To the best of my knowledge, I have otherwise adhered to the payment scheduled outlined in my account agreement.

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