Consumer complaint received 2024-12-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: WELLS FARGO & COMPANY
State: MA

Complaint narrative:
My Wells Fargo XXXX XXXX credit card was abruptly closed by the bank on XX/XX/XXXX. On that date ( XX/XX/XXXX ) I originally called the Wells Fargo XXXX XXXX XXXX ( XXXX ) after calling the general number on the back of my credit card ( XXXX ) to see why the card was displaying as " Restricted '' status online to see what was happening with the card and why it was restricted, and they provided me that phone number for the XXXX XXXX XXXX who was addressing the issue. I didnt receive any electronic communication or notice from Wells Fargo XXXX that date, XX/XX/XXXX, regarding my account being permanently closed, and this was later confirmed with a phone call to a Wells Fargo XXXX XXXX representative, XXXX XXXX on XX/XX/XXXX. 

The actual notification of the account closure might have been dated XX/XX/XXXX, however, I did not receive the official notice letter in the mail until XX/XX/XXXX, since I have the XXXX informed delivery record as proof of this. I explained this information to the XXXX XXXX rep, XXXX, at this time as well, during our second phone call conversation on XX/XX/XXXX. 

During the initial call to the XXXX XXXX XXXX on XX/XX/XXXX, that department could not provide me any information about the account other than to wait for a letter with the specifics of the account status. 

After receiving the letter citing the account closure on XXXX, I called Wells Fargo again on XX/XX/XXXX, this time to the Rewards Support department ( XXXX ). This is because I received my statement for my now-closed Wells Fargo XXXX XXXX credit card, which was dated XX/XX/XXXX. Typically, after the statement was issued, Wells Fargo would make the credit card rewards available for redemption. I did not have any rewards available, and they were ( and still are ) displayed as " XXXX '' in my account summary, despite me rightfully earning these rewards. It was at this time during this call, on XX/XX/XXXX, I was informed by the Rewards team that these rewards were forfeit as a result of the account closure. I asked to escalate this situation to the XXXX XXXX team, and was transferred to them during this call. I was assigned the following case number, XXXX and a dedicated representative named XXXX. I was given XXXX more direct numbers, XXXX for the XXXX XXXX ( XXXX ) and XXXX 's number, XXXX. 

During the first call with XXXX on this date, XX/XX/XXXX, we discussed the account shutdown and XXXX informed me that the XXXX XXXX XXXX flagged a payment made to the credit card account from XX/XX/XXXX for {$XXXX} using a bank debit card in my name and address. Originally, XXXX believed the closure was related to this payment not being captured by Wells Fargo and that this was owed by me, however it was confirmed a few minutes later on the call after a brief hold, that the payment was successful. I initially offered to provide proof of payment from my bank, but was told after verifying the payment was successful, that this was no longer necessary for me to submit. XXXX asked what resolution I was looking for with the closure, and I said ideally, I would like my credit card account reopened, although, most importantly, I would like my rewards points owed to me to be made available to me. XXXX opened the case and would investigate with her team at Wells Fargo and planned to contact me back via phone once she has more information for me on this case. 

On XX/XX/XXXX, I received a call back from XXXX. I was told Wells Fargo 's decision to keep my credit card account closed, and to deny me my points, still stands. I was told to see the Terms and Conditions to review the Bank 's right to close the account at any time, for any reason. 

Initially, I was told that XXXX XXXX had time to move the rewards out to another Wells Fargo rewards account linked to another card such as XXXX of my active business cards. This wouldve had to have been done prior to the account being closed while it was in its restricted state. However, by the time that I received the letter in the mail with the detailed information about the closure and the forfeiture of the rewards points, ( including those owed to me upon statement close date, which was not until XX/XX/XXXX ) the account was already closed for XXXX days, so this was never an option. 

The rewards owed to me are based on the sum of the purchases in the statement period ( {$XXXX} rounded ) multiplied by a factor of XXXX, for the Dining bonus category, so XXXX points owed, with a minimum cash value of {$XXXX}. There was also {$XXXX} worth of foreign transactions charged to the card, earning an additional XXXX points ( minimum value {$XXXX} ). The status of all of these rewards shows " XXXX ''. I confirmed on a separate phone call with XXXX from the Wells Fargo XXXX Department ( XXXX ) on XX/XX/XXXX at XXXXXXXX XXXX XXXX, that the amount of points in my account showing as " XXXX  '', does total exactly XXXX points. 

The card closure letter ( attached ) from Wells Fargo specifically says we recently found your credit card account no longer meets our lending requirements based on a suspicious payment or account activity or money that we could not collect. 

The card now is fully paid with a XXXX balance and no interest or late fees were ever charged. Additionally, there was never a single returned payment. The credit card was opened XX/XX/XXXX. 

I currently have an active checking account with Wells Fargo and the statement date of that checking account was the same date that my autograph card was closed, XX/XX/XXXX, and the statement balance on that checking account was {$XXXX} on that date. this amount on deposit with Wells Fargo was much greater than the balance on the credit card at the time that they close the account for risk when I had asked the representative from the corporate office if that balance in my deposit account played any factor into the decision to close my credit card she could not comment. Since my funds on-deposit with Wells Fargo significantly exceeded the balance and credit line of my Wells Fargo credit card, it would make no sense that my account was at risk for " failure to pay '' -- the bank has full access to more than enough of my held funds to pay off the balance of the credit card. 

It was at this point she said there was nothing else she could really do on her end unfortunately and we discussed that my remaining steps were to contact the CFPB. 

Please see the attached documentation and proof for your investigation, thank you.

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