Consumer complaint received 2026-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: WELLS FARGO & COMPANY
State: OH

Complaint narrative:
In XXXX XXXX, a fraud block was placed on my Wells Fargo credit card account. Since that time, I have been completely locked out of my online account and have been unable to access any account information, including my balance, due date, minimum payment due, or payment address. Because I am enrolled in paperless statements, I have received no statements of any kind during this entire period. Wells Fargo has made it impossible for me to pay this account while simultaneously allowing fees, interest, and potential negative credit reporting to accumulate. The following is a complete log of my contact attempts with Wells Fargo since XXXX XXXX : XXXX ( Fraud Department ) : contacted on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX. Every call ended identically a block exists, the representative can not assist, call back in 24 hours. No representative was ever able to explain what caused the block, what is required to remove it, or who has the authority to resolve it. XXXX ( Credit Card Department ) : contacted on XX/XX/XXXX ( XXXX calls ), XX/XX/XXXX, and XX/XX/XXXX. XXXX ( Executive Credit Card Department ) : contacted on XX/XX/XXXX ( 3 calls ), XX/XX/XXXX, and XX/XX/XXXX. XXXX ( XXXX XXXX XXXX ) : contacted on XX/XX/XXXX ( 2 calls ). XXXX ( General Customer Service ) : contacted on XX/XX/XXXX and XXXX. Supervisor callbacks were requested four ( 4 ) times. Not one callback was ever received. At no point did any representative provide an employee ID, badge number, or any identifying information. Full authentication was provided on every call : last four of SSN, date of birth, current address, and mother 's maiden name. Following a prior executive complaint, I was assigned an executive representative named XXXX. I have called XXXX XXXX ( 7 ) times. XXXX has left four voicemails on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX each containing only her name, extension, and callback number. We have never spoken live. On every occasion I called back and XXXX was unavailable, I requested that another executive representative take the lead. Every time I was refused. I received a letter from Wells Fargo citing my wife 's name as the reason information could not be released. Full authentication has been provided on every call. Wells Fargo has never articulated what additional verification is required and has never offered an alternative path to verify identity. On XX/XX/XXXX at XXXX XXXX, I received a voicemail from Wells Fargo 's fraud department ( XXXX ) requesting a callback. I called back on XX/XX/XXXX and spoke with a representative named XXXX. XXXX informed me that she could not access the account to review the block and advised me to visit a branch in person. This is Wells Fargo 's own fraud department telling me it can not access or resolve its own fraud flag. Following XXXXXXXX XXXX advice, I contacted the nearest Wells Fargo branch in XXXX, IL ( XXXX ) and spoke with a branch employee named XXXX. XXXX agreed to contact Wells Fargo 's account takeover department on my behalf to determine what documentation or verification would be required for an in-person visit. The account takeover department refused to provide that information even to XXXX, a Wells Fargo branch employee. They would not tell him what they would need. They would not provide a process. They refused to cooperate with their own branch employee. As an act of good faith, I sent a payment to Wells Fargo Card Services, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX without knowledge of the current balance or due date, because Wells Fargo has provided no means to obtain that information. I am willing to provide any documentation necessary to verify my identity, including a government-issued driver 's license and Social Security card . Wells Fargo has never communicated what specific documentation it requires.

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