Consumer complaint received 2026-07-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
This is a new complaint arising from events after CFPB case XXXX was closed on XX/XX/year>. The underlying facts of the account conversion and initial dispute are already on record under Wells Fargo case numbers XXXX and XXXX, and CFPB case numbers XXXX and XXXX. This complaint focuses on XXXX new, material developments since that closure, plus a brief recap of prior issues that remain unaddressed. New Facts Since My Last CFPB Complaint Was Closed XXXX. A disputed balance was reported to credit bureaus, causing an XXXX score drop Wells Fargo XXXX XXXX late payment to the credit bureaus in late XX/XX/year>, at a point when the underlying charge had already been formally disputed twice internally with Wells Fargo ( XX/XX/year> ) and twice with the CFPB ( late XXXX and XX/XX/year> ). This was not an undisputed delinquency, it was an actively contested charge going through Wells Fargo 's own complaint process and CFPB review at the time it was reported. This caused my XXXX XXXX to drop by XXXX points, from approximately XXXX to XXXX, confirmed on both TransUnion and Equifax ( screenshots attached ). I maintain autopay on every other card I hold and have never missed a payment with any other institution. The remaining disputed balance itself was small : by the time I paid the {$4400.00} principal, Wells Fargo had already credited the {$29.00} late fee and {$50.00} of interest, leaving roughly {$35.00} to {$36.00} in dispute. Rather than freezing that amount during an active review, Wells Fargo let it accrue interest and fees for months, growing into the {$170.00} I ultimately paid under protest ( attached ) on XX/XX/year>, after formally notifying Wells Fargo in writing that the payment did not constitute agreement with the charges. At no point was I ever informed that additional late payment fees and interest would continue to be assessed on an amount that was already under formal dispute, until I raised this concern myself and learned of it during the internal review process. XXXX. The representative handling my case admitted he needed to reopen it internally, then closed it with a denial hours later On XX/XX/year>, before Wells Fargo posted its written response, XXXX XXXX XXXX the same Escalations Representative who signed that response ) called me. To his credit, XXXX was responsive and courteous. However, he had personally received my earlier email to Wells Fargo 's XXXX office documenting the payment under protest and its credit impact, and initially did not recall either fact until I reminded him, at which point he apologized. As we spoke, he seemed to get a clearer picture of the situation and acknowledged that things had not been clear enough to him earlier. When I pointed out that everything had already been explained in my previous complaints, he told me that even reviewing those previous complaints would require him to open a new internal case. Despite this, a written response fully denying my complaint was posted later that same day. This isn't a reflection on XXXX, who engaged in good faith, but it raises a real concern about the review process : a final denial should not have been issued the same day a representative said he needed to reopen the case to understand it. XXXX was also visibly surprised to learn that it was the same Wells Fargo customer service representative, on the XX/XX/year> call, who both assured me that paying the full balance would result in the additional late fees and interest being reimbursed, and separately told me that any fee adjustments would not be reflected until the next billing cycle. When those adjustments in fact appeared within a few hours, contradicting what I had just been told, I could no longer rely on that representative 's word. That is why I paid only the principal amount and filed a formal complaint rather than paying the full disputed balance on trust. Wells Fargo has since held the fact that I did not pay in full against me, framing it as my failure to pay rather than a reasonable response to being given inaccurate information by their own representative. My point to XXXX, and my point here, is that filing a formal complaint should not have prevented Wells Fargo from honoring a reimbursement its own representative had already promised, if anything, a formal complaint was the appropriate and expected route once that representative 's word could no longer be trusted. XXXX. Wells Fargo 's new claim directly contradicts XXXX 's written instructions Wells Fargo 's XX/XX/XXXX response states : " We did not receive a request to close your account from XXXX or from yourself prior to the conversion. As such, the outstanding balance on the account was moved to the converted Autograph card to be serviced. '' Even taken at face value, this confirms the problem rather than resolving it. XXXX 's written instructions told customers that selecting XXXX XXXX XXXX would result in XXXX and Wells Fargo working together to close the old account " seamlessly, '' with no separate action required from the customer. If Wells Fargo never received a closure request despite my selecting XXXX XXXX, that is a coordination failure between XXXX partnered companies, not a gap I was responsible for filling. Also Unresolved From Prior Complaints ( Recap ) Still unaddressed in either written response, and part of the basis for this complaint : * Invalid contact channel : A Wells Fargo agent gave me an email address ( XXXX ) that bounced ; I had to independently find working addresses on Wells Fargo 's own website. * Contradictory rep statements : Multiple representatives verbally acknowledged a mistake occurred ( one attributing to Wells Fargo, another XXXX ) while written responses deny any error. * Mail-only notice : Wells Fargo XXXX XXXX on physical mail to an old address despite having my current email and phone on file. Prior related cases : Wells Fargo case numbers XXXX and XXXX ; CFPB case numbers XXXX and XXXX. Attachments XXXX XXXX XXXX XXXX score history showing the drop from approximately XXXX to XXXX between XXXX and XX/XX/year>.

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