Consumer complaint received 2026-05-05 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: MA

Complaint narrative:
Summary : I am filing this complaint against Wells Fargo Bank , N.A . ( " Wells Fargo '' ) regarding a 30-day late payment that was reported on my credit file in XX/XX/year>. The late payment was caused by Wells Fargo 's mishandled conversion of my XXXX XXXX ( ending XXXX ) to a Wells Fargo XXXX Visa ( ending XXXX ). During the transition, Wells Fargo left me without any functional way to pay my outstanding balance, and without effective notice that my established payment channel had been disabled, while continuing to allow purchases on the original card up to the deactivation date. I am a customer with a deliberate, well-established system for paying every credit account on time, and I have an otherwise perfect payment history. This single derogatory mark is the direct result of Wells Fargo 's flawed process, not any failure or unwillingness on my part. I am asking the CFPB to assist in having Wells Fargo retract the 30-day late notation from all three major credit bureaus ( XXXX XXXX and XXXX ) XXXX My Established Payment Practices : This incident is not characteristic of how I manage my credit. I maintain a strict and deliberate payment discipline : I pay every credit card balance every month, and frequently every 20 days, well within the due date. I have all my other credit accounts set up with mobile notifications and routine payment habits. I have never had a late payment on any credit account prior to this incident. I had accumulated XXXX XXXX rewards points on my XXXX XXXX, demonstrating my active engagement with the account and my financial capacity to handle a {$24.00} balance with no difficulty. I had both the intent and the means to pay this account on time. What I did not have was a functioning channel through which Wells Fargo would accept that payment during the transition period. What Happened, Timeline : I became aware of the following events and communications only after I noticed a drop in my credit score ; I did not connect these notifications to an active payment obligation at the time, in part because the XXXX app my established account interface, which I continued to log into, showed no balance owed and no in-app payment prompt. XX/XX/year>, XXXX emailed me that my Wells Fargo XXXX XXXX would be deactivated on XX/XX/year> and that any remaining balance would be transferred to a new Wells Fargo XXXX Visa XXXX. XX/XX/year>, XXXX emailed that my XXXX XXXX statement was ready, showing XXXX XXXX rewards points available, demonstrating active account engagement. XX/XX/year>, XXXX small XXXX purchases totaling {$24.00} posted to the XXXX XXXX ( ending XXXX ) : {$1.00}, {$16.00}, and {$7.00}. These were the only charges on the account. XX/XX/year>, Wells Fargo internally converted the XXXX XXXX to a Wells Fargo XXXX Visa XXXX with a new account number ending XXXX. The XXXX app continued to show the original card but no longer offered any way to pay the balance. XX/XX/year>, XXXX XXXX Visa statement issued with a {$24.00} new balance and a XX/XX/year> due date. No payment channel I had been using was available. XX/XX/year>, Second statement issued showing the {$24.00} carried over as past-due plus a {$1.00} minimum interest charge ( new balance : {$25.00} ), with a notice that this is an attempt to collect a debt. XX/XX/year>, Wells Fargo emailed confirming the conversion had occurred on XX/XX/year> and instructing me to confirm and activate the new XXXX Visa Card before I could spend on it. XX/XX/year>, Third statement issued with another {$1.00} minimum interest charge ( new balance : {$26.00} ), again carrying the original charges as past-due. XX/XX/year>, The new Wells Fargo XXXX Visa XXXX was finally activated. I paid the entire outstanding balance of {$26.00} in full immediately upon activation. The account is now current. XX/XX/year>, I installed the Wells Fargo mobile app for the first time. XX/XX/year> : Wells Fargo reported the account as 30 days past due to the credit bureaus, as reflected on the XXXX credit report dated XX/XX/year>. I paid the entire balance of {$26.00} in full on XX/XX/year>, immediately upon activating the card. The account is now current. Why Wells Fargo 's Process Does Not Make Sense : The most basic expectation a consumer can have when a financial institution converts one credit card to another is that the existing account remains payable through its existing channel at least until the open statement is settled. Wells Fargo did not honor that expectation. Wells Fargo allowed continued purchases on the XXXX XXXX through the XXXX app, but disabled the ability to pay the balance through that same app. There is no logical or consumer-friendly reason for this asymmetry. From a consumer protection standpoint, allowing a customer to incur charges while disabling the means to pay them is the definition of a foreseeable, avoidable harm. The XXXX app remains active to this day and still does not offer a way to pay the Wells Fargo card. Wells Fargo did not push customers to the Wells Fargo app, did not send mobile or in-app notifications through any application I had installed, and relied on physical mail as the primary channel of notice for a digital-first payment account. Wells Fargo 's own XX/XX/year> conversion email confirms that, even after the conversion was complete, customers still had to confirm and activate the new card before they could use it. Combined with the unusable XXXX app, this created a multi-month window in which the account had a balance and incurred fees but had no functional payment channel. Why the Late-Payment Reporting Is Inaccurate and Unfair : The lateness was caused by Wells Fargo disabling my payment channel without providing a working alternative or effective notice. I had the funds, the rewards balance, and the established habit to pay this account on time. I was prevented from doing so by the conversion process itself. The moment a payment channel became available again on XX/XX/year>, I paid the balance in full. My otherwise perfect payment history demonstrates that this is not a pattern of behavior, it is a single, externally caused event. My XXXX credit report dated XX/XX/year> shows five additional credit accounts ( XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX Bank ) every single one with a " Never late '' status. The Wells Fargo 30-day late mark is the only negative item across my entire credit history. Reporting this as a 30-day late payment misrepresents the actual circumstances and unfairly damages my credit profile, which I have worked hard to maintain. Prior Contact with Wells Fargo : I contacted Wells Fargo by phone to discuss this issue. The agent suggested the issue might " fix itself in the next cycle. '' However,, my XXXX credit report dated XX/XX/year> shows the account marked " 30 days past due as of XXXX XXXX '' with a " Potentially Negative '' designation, contradicting the agent 's representation. Wells Fargo 's frontline customer service was unable to address the credit reporting issue. The matter has not been resolved to my satisfaction, which is why I am now seeking the assistance of the 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