Consumer complaint received 2026-05-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I was enrolled in a Wells Fargo credit card ( account ending in XXXX ) as part of the XXXX XXXX program. Neither Wells Fargo nor XXXX was transparent that signing up for XXXX would result in a separate Wells Fargo credit card account being opened in my name. I did not knowingly or clearly consent to opening a Wells Fargo credit card. I signed up for XXXX XXXX XXXX. Now I have two Credit cards. One with XXXX, and one with Wells Fargo. Due to the confusing and opaque transition between XXXX and Wells Fargo, I experienced a payment processing failure on XX/XX/year> ( {$5800.00}, returned XX/XX/year> for insufficient funds ) that resulted in an interest charge of {$200.00}. This was the first and only late payment of my life and was a direct result of Wells Fargo and XXXXXXXX XXXX failure to clearly communicate how account linking and payments would work during their transition. This payment failure caused an approximately XXXX drop in my credit score. Although my score has since recovered, the late payment remains as a permanent negative mark on my credit history. This record is inaccurate in the sense that it was caused entirely by Wells Fargo and XXXXXXXX XXXX deceptive and opaque enrollment and transition practices not by any financial irresponsibility on my part. I was advised by Wells Fargo representatives that the {$200.00} interest charge would be waived/reversed. However, after reviewing all available statements and transaction history, there is no documentation no credit, no line item, no adjustment entry showing the reversal was ever applied. I contacted Wells Fargo XXXX times over several weeks attempting to get documentation of this reversal. I have spent nearly XXXX hours between XXXX and Wells Fargo working to transition successfully and reconcile issues. On multiple recorded calls, Wells Fargo representatives acknowledged they could not show me any documentation of the reversal, using terms like " accounting offset '' and " same billing cycle '' to explain why the reversal was invisible. When I pressed for a single line item showing the credit, the representative stated : " I am not able to show it to you. '' Another rep said they would need to " convince '' me the adjustment happened not show me. On XX/XX/year>, I received a letter from Wells Fargo 's Enterprise Complaints Management Office ( case # XXXX ) confirming the {$200.00} will be reimbursed via their " standard reimbursement process. '' However, the letter does not specify a timeline, method, or confirmation process. Wells Fargo does not offer a secure message center for me to send messages ( only receive them ), making written follow-up impossible through normal channels. What I am requesting : XXXX. Confirmation of the exact date and method of the {$200.00} reimbursement, in writing. Electronic transfer preferred. Mailed check second preference. XXXX. A XXXX adjustment letter sent by Wells Fargo directly to XXXX XXXX and XXXX requesting removal of the late payment record from my credit history, on the grounds that it was caused by Wells Fargo and XXXXXXXX XXXX own opaque enrollment and transition process and does not reflect my actual creditworthiness or payment history XXXX. Documentation of how and where my consent was obtained to open a Wells Fargo credit card account through the XXXX enrollment process.

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