Consumer complaint received 2026-07-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
I am submitting this complaint because Wells Fargo reported a XXXX delinquency that resulted from a confusing account transition rather than an intentional failure to pay. I am not disputing that I ultimately owed the remaining principal balance. As soon as I understood there was still a balance, I paid it immediately. My complaint concerns the transition process, the resulting credit reporting, and Wells Fargos failure to meaningfully address these issues after I raised them. Timeline XX/XX/year> : Wells Fargo emailed me stating that it had received XXXX request to close my Wells Fargo XXXX XXXX and that my account would be closed. XX/XX/year> : XXXX emailed me confirming that it had initiated a {$2500.00} balance transfer from my Wells Fargo account and specifically stated that it had sent payment to Wells Fargo on your behalf. I immediately paid the exact amount XXXX instructed me to pay. Based on these communications, I reasonably believed the transition had been completed. Wells Fargo told me my account was being closed, and XXXX told me it had sent payment on my behalf. Although XXXX later referenced that a remaining balance would stay with Wells Fargo because my balance exceeded my new credit limit, the communications never clearly explained what I actually needed to do. I was never clearly informed of the exact remaining balance, that I needed to establish and actively manage a separate Wells Fargo account, or that failing to make separate monthly payments could result in a XXXX delinquency and severe damage to my credit. I never independently opened a Wells Fargo credit card. My relationship was with XXXX. I did not have a Wells Fargo online banking login and believed my Wells Fargo account was being closed as part of the transition. When I later began receiving communications from Wells Fargo requesting payment, I genuinely believed they were fraudulent because I did not believe I still had a Wells Fargo account. Compounding the confusion, Wells Fargos records still reflected a mailing address in XXXX XXXX where I had not lived for approximately XXXX years. On XX/XX/year>, Wells Fargo sent me an email confirming my contact information that still displayed that outdated address. This further reinforced my belief that there was an error with the account rather than an active account requiring my attention. By the time I realized the communications were legitimate, Wells Fargo had already reported my account as XXXX days delinquent. On XX/XX/year>, I contacted Wells Fargo immediately after determining what had happened. On XX/XX/year>, my complaint was escalated to Wells Fargos Executive Complaints Office. On XX/XX/year>, Wells Fargo denied my request to fully resolve the matter. I paid the remaining balance immediately after receiving that decision because I have never disputed that I owed the remaining principal. The Executive Complaints Office waived {$120.00} in late fees but failed to address the core issue I raised. Its response simply explained why fees and interest accrued under the card agreement. It never addressed whether the transition communications were adequate, whether the outdated contact information contributed to the situation, or whether reporting a XXXX delinquency under these circumstances was appropriate. I respectfully request that Wells Fargo : * Conduct a full review of the communications surrounding the XXXX account transition. * Review whether the reported XXXX delinquency fairly reflects the circumstances of this transition. * Correct or remove the negative credit reporting if appropriate. * Waive the remaining interest that accrued as a result of this situation. * Provide a substantive written response addressing the issues raised in this complaint. I have attached : * Wells Fargos email stating that my account would be closed. XXXX XXXXXXXX confirmation that it initiated the {$2500.00} balance transfer and sent payment to Wells Fargo on my behalf. XXXX XXXXXXXX email regarding the remaining balance. * Wells Fargos XX/XX/year> email showing the outdated mailing address. * Wells Fargos Executive Complaints Office response. Thank you for your review.

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