Consumer complaint received 2026-04-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
On XX/XX/year>, I requested assistance for shipping a credit card for the other authorized user on the account since only 1 card was provided for the 2 users. This was done through their Credit card department call center and the card was our main transaction card. Wells Fargo had no capabilities to do this and said they would need to cancel the card and issue the cards out again. I asked questions such as " Would this affect any reoccurring payments on the card? ". The service rep said no. The service rep expressed no downsides at all. We gave a go ahead. The service rep then informs us that the account has been closed. They then said we would need to change our reoccurring payments and directed us where to find a list. I was assured by the service rep that all the data would move over and be available. This already went against what they said. I found out a few days later that transaction history for the card, as well as the csv ( comma separated value ) output for the canceled card were no longer available. The only way to view data is through old monthly statement PDFs that can not be sorted or input into any budgeting software. Wells Fargo shows on their website that transaction data is supported in multiple forms including the filtered/sort account view and csv output. I spent several hours on the phone where Wells Fargo support often had no idea that features like csv output existed and I was passed back and forth between departments with no outcome from them. I issued the process for a formal complaint which Wells Fargo acknowledged on XX/XX/XXXX. I requested the data for transactions as a long PDF does not work and breaks the assurances given by Service rep. Their response on XX/XX/XXXX was the following : [ Start quote ] Thank you for contacting us. We completed our research and are providing details to address your concerns. Were sorry for the frustration you experienced while trying to download transaction history for your closed credit card ending in [ REDACT ]. We understand how important it is to access your records, and we appreciate you bringing this to our attention. At this time, transaction history for closed accounts is not available for download online, and were unable to provide records in Comma Separated Values ( CSV ) format. However, once the statement on your replacement credit card ending in [ REDACT ] cycles, youll be able to view and download prior statements for the closed account through online banking. If youd like help accessing your statements or reviewing available options, please contact us at [ XXXX ]. Were available 24 hours a day, seven days a week. While this may not be the outcome you were hoping for, we hope this explanation clarifies what to expect and how to access your statements moving forward. We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. [ End Quote ] The Wells Fargo Team did not address my concerns and did not offer any option to reply or communicate. I then requested another case to be opened to address my issue. I wrote the following on XX/XX/XXXX : [ XXXX XXXX ] Please open another case for this. The main cause for escalation is that Wells Fargo representatives failed to identify the loss of information. Before closing the account ending in [ REDACT ], the Wells Fargo representative assured me that account data would transfer over to the new card. They also did incorrectly state that I would not need to change reoccurring payments over, but that is less of an issue. If Wells Fargo communicated that account data would no longer be available in a data format, I would have immediately downloaded the data before agreeing to close the account. This is not a case of me upset a feature is not working. This is a case of Wells Fargo making account data unavailable to users while saying that there would not be an impact. The PDF statement summaries can not be used for transaction analysis or input into any budgeting tools or software I may be using. If Wells Fargo truly has no way to generate the .csv files for the closed account, Wells Fargo should have someone manually create one from the statements. [ End Quote ] On XX/XX/XXXX, Wells Fargo responded with a new case, taking the full 10 days : [ Start Quote ] Thank you for contacting us. We completed our research and are providing details to address your concerns. You shared that prior to the closure of your account ending in [ REDACT ], you were advised that account data would transfer to the replacement card and that recurring payments would not need to be updated. You also indicated that access to historical transaction data in Comma Separated XXXX ( XXXX ) format was important for your personal financial management. We understand why clarity regarding data availability would be important when making decisions about your account. When a card account is closed, Wells Fargo systems retain transaction history in statement format only. After closure, the ability to download transactionlevel data in XXXX format is no longer available. While PDF statements remain accessible for recordkeeping purposes, they are not structured for transaction analysis or use with thirdparty budgeting or financial software. At this time, Wells Fargo does not have the capability to generate or manually recreate XXXX files for accounts that have already been closed. You also described the effort required to obtain information regarding this functionality, including multiple transfers and varying explanations. We recognize that this process required additional time and appreciate you outlining your experience in detail. Although we are unable to provide transaction data in XXXX format for the closed account, we apologize for the inconvenience this situation caused and understand the impact it had on your ability to manage your records as intended. Your concerns have been reviewed and documented based on the available information and the circumstances surrounding the account closure. Thank you for taking the time to contact us and share your feedback. We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns. [ End Quote ] Wells Fargo again responded with no effort to hear any replies and immediately closing the case. I have told Wells Fargo they could have someone manually create a csv or some data format I can actually sort or filter through. There seems to be no effort to correct this even though they acknowledged fault in their XXXX response. Wells Fargo realistically could have someone For clarity purposes I request Wells Fargo to digitally respond, as I have had experience of Wells Fargo physically mailing all responses on paper and writing something along the lines of " Response sent to consumer '' on CFPB.

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