Consumer complaint received 2026-01-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
XXXXXXXX XXXX XXXXWells Fargo, XXXXConsumer Financial Protection Bureau XXXXHello, my name is XXXX XXXX, a Wells Fargo Active Cash credit card user for XXXX  years.XXXXXXXXOn or about XXXX XXXX XXXX I recently went on line to redeem my cash rewards as I have done since having this credit card. On line I was not able to receive a paper check as before. On XXXX XXXX XXXX I called and talked with a man named XXXX  and told him of my problem that I was not allowed to get actual cash back or a check for my redemption. XXXX  gave me two case numbers, one being XXXX, and the other XXXX.  XXXX indicated to me that things have changed and that a check was not possible any longer. He said he would send my complaint on.XXXXOn the XXXX  I received a message from XXXX  XXXX, stating it was from Wells Fargo. Not recognizing XXXX XXXX, I was unsure about a possible scam as it looked suspicious to me. XXXXOn XXXX XXXX I received an email message from Wells Fargo, very well marked. XXXXIt stated; XXXXIts been a rewarding yearlets reviewXXXX, thank you for being a Wells Fargo cardholder. See below for a snapshot of your XXXX  rewards activity. Want to see your latest rewards balance?XXXXYour XXXX  rewards activity XXXXYOUR XXXX  CASH REWARDS EARNEDXXXXYour lifetime rewards redemption value earned:XXXXThen on the XXXX  I received the following message;XXXX XXXX XXXX XXXX XXXXExpires:XXXX XXXX XXXX XXXX XXXXFrom:XXXXToXXXXSubject:Were responding to your concernsXXXXAttachments:XXXX  Rewards Program Terms and Conditions.XXXXImages in this message have been disabled.XXXXThis message was sent securely usinXXXXWells Fargo case number: XXXXRewards number ending in: XXXXXXXXDear XXXX XXXXThank you for contacting us. We completed our research and are providing details to address your concerns.XXXXWe appreciate your feedback about yourrecent experience with our process.Weforwarded your concerns for further review.Your rewards account balance shows XXXX, as of the date of this email. You will receive and can view Your Rewards balance at Wells Fargo Online and in Your Credit Card monthly billing statement. You also may receive it through a monthly Program email update if we have your email address.We have attached the Rewards Terms and Conditions for your review. We apologize for any inconvenience this may have caused. If you have any additional questions regarding your rewards or cash redemptions, we recommend you contact our Wells Fargo Rewards Customer Service Center at 1-877-517-1358, available daily from 7:00 a.m. to 11:00 p.m. Central Time.XXXXCase statusXXXXWe 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.\nHow to contact usXXXXWe appreciate the time and effort you took to contact us. If you have questions, you may reachmeat1-855-860-XXXX, ext. XXXX, Monday through Friday from 8:00 a.m. to 4:30 p.m. Central Time.We accept telecommunications relay service callsfrom individuals with hearing or speech disabilities. This includes calls facilitated by a trusted third party, such as a family member, so long as the customer is present and actively participating in the entire communicationXXXXIf there is an attachment to this email and you cannot read it, please contact us.XXXXSincerely,XXXX XXXXEscalations RepresentativeXXXXEnterprise Complaints Management OfficeXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXFax: XXXXXXXXIf you note this message did not have any explanation to me my concerns as to why I could not get a paper check for my rewards. On XXXX XXXX. I called the number provided by the letter above. I was not able to speak to XXXX XXXX., only to a lady named XXXX  who stated she would have XXXX  call back. After 6 hours and not receiving a call, I called again and talked with a man named XXXX, who I again had to tell of my problem. He then transferred me to a lady named XXXX, who seemed very helpful and said that I had a valid point. XXXXI was on the phone with XXXX  for over a half an hour as she kept putting me on hold and stated she was working to forward my case, even giving me another case # being XXXX. I was cut off and asked to give my opinion as to the service that I had just received, which I rated #1, the poorest I could get. Could not XXXX  have called me back, as she obviously new we were cut off, as I know she have my phone number.XXXXI again called back the same number giving above XXXX XXXX XXXX  ext XXXX. The called was answered by XXXX. I told him that I was just cut off from talking to XXXX  and could I speak with her again. He was not able to do so, and I had to start all over again with XXXX. He was able to look up the closed out case from above but said he would have to start a new case being XXXX. He said it would be another week to 10 days before I would hear back. XXXX  did tell me that notification was sent to customers, stating that XXXX XXXX XXXX XXXX, that paper checks were no longer sent out. XXXXThis was the first I had heard of this change, as I must have missed the message or letter, however it was sent. I wonder if it could be proven that I was notified as so much advertising is mailed and possibly that is what it appeared to be, just advertising. I know I did not see it on my monthly bill, or when told of my redemption notification. XXXX XXXXIf you notice on the letter above from XXXX XXXX., attached Terms and Conditions. Upon reading page 9, it states a paper check is available. Now if the rule was changed and I did not know of it, should not the Terms and Conditions have the change. And should not Wells Fargo have sent me an email message about CASH BACK? The options given are not cash back, but only other ways of redeeming.XXXXSince having this credit card and receiving cash back in the past, I would tell all my friends and relatives what a great deal you have provided. Now you have made a liar out of me, and I must tell all that you no longer do what you have promised and what you have done to me makes me out to be a fool.XXXXWells Fargo should honor my request as they have in the past as it says in the above email message dated XXXX XXXX XXXX, which is Cash Rewards Earned. XXXXXXXXI intend to send this message on to the Consumer Financial Protection Bureau of how Wells Fargo has treated me and I will no longer recommend Wells Fargo any longer. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXWells Fargo, XXXXConsumer Financial Protection Bureau XXXX XXXX XXXXAfter talking to several Wells Fargo employees concerning this complaint, I am given the excuse that Wells Fargo has the right to change its policies. Yes, that is true and I have no problem with that. But it seems to me that if that change is made and if Wells Fargo somehow notified me, I was unaware. Wells Fargo sends out many advertisements and as a costumer, I do not read every bit of information sent. However, I do read my bill, and I see nowhere in my bill this change of policy.XXXXI feel it is upon Wells Fargo that if such a large change has occurred, they should not advertise as a Cash Back card, as stated on my card and many pieces of advertising. Cash is cash and not anything else.XXXXWhen such a change has occurred Wells Fargo should send its customers and new Credit Card that does not specifically state on the card, Active Cash. Then just say something like Rewards.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXWells Fargo case number: XXXXRewards number ending in: XXXX

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