Consumer complaint received 2026-04-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: WELLS FARGO & COMPANY
State: OH

Complaint narrative:
On XX/XX/year>, I attempted to payoff my Wells Fargo credit card XXXX days before the statement date to avoid any interest charges. I thought I had made the payment from my credit union checking account. XXXX days later, XX/XX/year>, I received an email stating the payment failed to clear due to lack of funds. I immediately called Wells Fargo customer service to try to resolve the situation. I told them I didn't understand why it was saying there was lack of funds because I was looking at the account and the funds were there. I told them I could screen shoot it and send it to them if need be. The representative said not to worry and to try it again. So I did. On XX/XX/year>, it showed the payment went through. However, the next day, XX/XX/year>, I went to the Wells Fargo website to make sure all was going through like it should. I was stunned and angry to find that Wells Fargo had CLOSED my account and it showed a balance of a little over {$86.00} as I was charged interest for that month even though the payment cleared. I called customer service again. I told them that I should not have to pay any interest charges due to the payment clearing the day the statement was due to come out. The representative immediately reversed {$50.00} of the interest charge and put me with another representative to waive the rest of the charge, which was completed. I also asked why the account was closed and the representative said they had no idea and that I would receive a letter explaining why. On XX/XX/year>, I checked the account again and found the payment was again reversed. I looked into it again and found that the account number for my checking account was off by XXXX digit. I called Wells Fargo again and explained the situation to them and that I can make the payment if they would take it over the phone, since the website was not showing the balance owed. The representative said they were unable to do that since there was no balance showing and because there was supposedly a hold on the account until XX/XX/year>. They said I would have to wait until then to make a payment. On XX/XX/year>, I logged on to my Wells Fargo account again and the balance owed showed and there was additional interest charges added. At this point, after trying to do the right thing and keep Wells Fargo informed about my mistake and trying to fix it, I just payed the card off. On XX/XX/year>, I received a letter from Wells Fargo explaining why they closed my account. It stated that, " We recently found you credit card account no longer meets our lending requirements based on a suspicious payment or account activity, or money that we could not collect. '' It provided a number to call if I had questions. On XX/XX/year>, I certainly called it to ask why it was closed when I was in constant contact with them and I know that they make notes in their computer systems. I was told they could not explain why that it was just done. They did state that there was a notation in the system that I was eligible to get another credit card and all I had to do was re-apply online. I did that and was DENIED. This is how Wells Fargo treats a customer of over XXXX years that has never had any issues until now.

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