Consumer complaint received 2025-05-21 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: PA

Complaint narrative:
I experienced a XXXX  and XXXX XXXX  in early 2025, which caused me to miss payments on several credit cards. Once I was safe and able to take action, I logged into the Wells Fargo mobile app and chose to pay the full Total Balance displayed {$7700.00} on XX/XX/scrub>, 2025. The app also showed a smaller Statement Balance, but I intentionally chose the Total Balance so that all interest, penalties, and fees would be covered and the card brought to XXXX. 

Immediately after submitting that payment, the app showed a new charge of {$40.00}, but I was blocked from paying it. The app said I couldnt make another payment because one had just been processed. I had to wait a day before I was allowed to pay the {$40.00} which I did on XX/XX/year>2025. That again brought the balance to zero. 

A month later, Wells Fargo added another charge {$58.00} which they claimed was for interest and penalties related to the late payment. I contacted them to explain : I understood I had been late.

I deliberately paid the full Total Balance ( not the statement balance ) and then paid the unexpected {$40.00} as soon as the app allowed.

I was asking them to let me pay everything they claimed I owed, including any interest and late fees, to fully resolve and close the matter.

Instead of giving me a final payoff amount, they kept replying, But you paid it late, and refused to accept that I was repeatedly trying to pay everything off in full. I kept telling them I know its late but I should be able to pay everything I owe, interest and penalties on an account that has been closed for months instead of this engineered perpetual circular debt that can not be resolved and all they would say is but you paid it late in repetition and that " interest and penalties will continue to accrue as long as you pay late, even though I kept paying the full amounts as soon as they were shown to me.

I was told " but you paid late '' in repetition to me saying I know that but was attempting to pay everything I owed including late fees and interest so that no charges would occur again like they couldn't hear me or were trying to anger me and that interest and penalties will continue to accrue as long as you pay late, as if I wasnt trying to satisfy the account paying all fees, interest and principle without delay. I was paying the entire Total Balance as soon as a balance was shown, trying to resolve it completely. Despite my full payments each time a balance appeared, new charges would reappear, and I was again told, theyll keep occurring as long as you pay late. This made it impossible to escape the loop, despite my repeated efforts to bring the account to XXXX 

Other credit card companies I dealt with during this time simply allowed me to pay what I owed and closed the account. Wells Fargo was the only one that refused to accept full payment and kept the account in a fee loop. Today, after extensive back and forth, they finally told me they will allow me to pay the {$58.00} and bring the balance to XXXX  without adding more charges. I will monitor the account to confirm.

However, I still believe their behavior was intentional and exploitative.

Why Im filing this complaint : The app misrepresented Total Balance as a complete payoff, but allowed new charges immediately afterward and then continue to accrue fees.

I was blocked from paying the {$40.00} that appeared immediately after the full payment when I wanted to pay all fees.

Wells Fargo refused to provide a final payoff amount even after I paid in full and then again.

They told me interest and penalties would continue to accrue as long as I pay late, despite my efforts to pay the full balance and all charges each time they appeared.

They kept me in a billing loop while insisting on a vague explanation : you paid late.

This conduct caused confusion and emotional distress during an already traumatic situation, and I believe it was predatory by design.

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