Consumer complaint received 2026-06-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: WELLS FARGO & COMPANY
State: AL

Complaint narrative:
In early XXXX I lost my credit card and called Wells Fargo for replacement. At that time I went on the WF app and paid my balance of approximately {$1000.00}. The payment did not post to my account for several days ( previously, payments post immediately ). After several days, I was still not seeing the payment posted. I made an additional payment of almost {$1400.00}. Then both payments posted my account. That should have left my balance negative of approximately {$1300.00}. I initally contacted WF on XX/XX/XXXX and was told while they could see the overpayment in they system, they couldn't reverse it yet. They instructed me to call back over the weekend to allow the closed account time to settle and at that point I would be able to obtain a refund. I spent several hours on the phone with wells fargo on XX/XX/XXXX and the associates I spoke with acknowledged there was overpayment, they insisted there was no way to refund the overpayment back to me. I asked to file a complaint internally and I filed one with CFPB as well. My new card came in and while I had been using it, I had also been making payments on the Wells Fargo app. On XX/XX/XXXX I paid my balance down to {$0.00}. On XX/XX/XXXX I logged into my wells fargo account and noticed my balance had increased for {$0.00} to {$1300.00} which is approximately the amount that Wells Fargo owes me. I have spent over an hour on the phone with Wells Fargo today XX/XX/XXXX. I have spoken with 4 associates. None of which can explain my balance. My call was escalated to the " Executive Office ''. I spoke to XXXX who is handling my case. Although he was nice and seemed generally interested in my issue, he also was not able to offer me an explanation to how this happened. He did acknowledge that the amount that is posted to my account showing as an outstanding balance is the amount that Wells Fargo owes me. This gap in Wells Fargo 's process is extremely problematic to the consumer. If an average consumer is not following their account as closely as I do, it would be very difficult to identify what actually happened. This has happened to me on two different occurrences when a card was lost, rsulting in the last payment not posting, and a resulting overpayment has been made. I've lost countless hours on the phone, experienced extreme frustration, been transferred to multiple departments, had to explain the issue over and over, and most importantly, my family has had to compromise getting groceries this month as a result. I have been personally working on a resolution to this issue for over 8 days. I am currently in a worse condition then I was when it started and I am now faced with not only asking kindly for my overpayment to be refunded, but also that Wells Fargo takes the amount that they owe to me out of my outstanding balance. My balance should be XXXX. I am scared to use my WF card anymore.

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