Consumer complaint received 2026-04-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
We are filing a complaint regarding approximately {$3000.00} in credit card interest charges accrued between XX/XX/XXXX and XX/XX/XXXX in our Wells Fargo checking account that we believe resulted from a materially misleading payment and disclosure system. This issue is not about whether terms exist in the card agreement. It is about how the banks systems are designed and how information is presented to customers in practice. Across the payment interface, statements, and ongoing account communication, the bank consistently fails to clearly and effectively disclose how to avoid interest charges. The payment interface prominently emphasizes the minimum payment, while failing to clearly and conspicuously communicate that paying less than the full statement balance will immediately trigger high-interest charges ( often exceeding 20 % APR ). This creates a misleading impression that making the displayed payment is sufficient to manage the account responsibly. At the same time, the bank does not provide clear or proactive disclosure of interest being charged. There is no prominent summary, alert, or notification indicating that interest is accruing or has been incurred. Instead, interest charges are effectively buried within monthly statements, requiring detailed, line-by-line review to identify. As a result, it took multiple billing cycles before we became aware that interest charges were accumulating. Critically, the only location where the full payment obligation is clearly statedthe monthly statementis not reasonably accessible in practice. As paperless customers, we do not receive printed statements. The digital statement is not delivered directly, but requires navigating through multiple steps to access. In practice, customers rely on the app interface, which highlights the minimum payment and due date, while the full statement balance is not presented with equal clarity. The key information required to avoid interest is therefore effectively obscured. Taken together, these design choices create a system where customers are steered toward incurring interest charges without clear, timely, and actionable disclosure. This is not an isolated incident, but a structural issue that benefits the bank financially while impairing the customers ability to make informed decisions. In our case, this resulted in approximately {$3000.00} in interest charges accruing before we were able to identify the issue. We had sufficient funds to pay the full balance at all times. This was not a matter of inability or refusal to pay, but a direct result of a misleading and non-transparent user experience. We are requesting that these interest charges be refunded and that the bank review its disclosure and interface practices to ensure customers are provided with clear, prominent, and actionable information about how to avoid interest charges.

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