Consumer complaint received 2025-04-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: WELLS FARGO & COMPANY
State: OK

Complaint narrative:
At the end of XX/XX/XXXX, Wells Fargo closed my Active Cash credit card suddenly. I previously had no problems with this card at all and my account closure was sudden and without warning. I got a case going with their " executive office '' which handles customer complaints. They were not helpful in resolving the account closure, but I understood it was unlikely that the account could be saved. I was told that I could re-apply for the card and possibly get a new one, but that the only reason they could give for my account closure was a " risk decision ''. I had used that line of credit for over {$300000.00} of legitimate purchases that I had even had to verify with Wells Fargo multiple times throughout XXXX. I have always paid my balance off and owe them nothing, yet I was still deemed a " risk '' even though I have always been diligent with their product. This is an important piece of context. 

All throughout XX/XX/XXXX, I have opened 2 new cases with this " executive office '' and spoken to at least 4 different agents because they refuse to honor the cashback that I earned during the statement period prior to my account being closed. This credit card promises 2 % back on all transactions, however the rewards do not become available until the statement posts. When the statement did post, I found that all my rewards activity for that period were " frozen ''. I still paid off the remaining balance on the closed card. Wells Fargo did not care that I had already paid my balance, their " executive office '' escalated my case all the way up to a senior manager and all of them were rude and constantly claimed they had the right to take this action and that because the account was closed that my rewards are voided.

How is this not blatant stealing? I have paid them for everything, and just because my account was closed before the statement posted, I am denied rewards that I earned. When confronted on this, they all make the same excuses and point to the closure of the account as the cause. This is now less about the account closure, but more about the denial of my cashback rewards. I have even had a couple of agents agree that it is unfair, but that they can't do anything about it. I know of at least one other Wells Fargo customer who had this exact same thing happen to him and he has been paid the rewards that were being withheld. This is also illegal to do in certain states, for obvious reasons when you have companies like Wells Fargo who will take advantage of unconscionable fine print to the detriment of a good customer relationship. I have spent many frustrating hours on the phone with them and I have the exact amount that I am owed calculated. Wells Fargo stole {$1000.00} from me in cashback rewards after closing my account without any warning or change to my usage of the account.

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