Consumer complaint received 2025-04-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: WELLS FARGO & COMPANY
State: CT

Complaint narrative:
I opened a Wells Fargo account on XX/XX/XXXX through XXXX. My salesman did not explain the terms very well as I found the many choices rather confusing. I thought that I had signed onto a fixed 3 year loan. That was not the case when I later learned that I was in an 18 month loan. I think that the XXXX sales person was too aggressive in trying to get me to buy a spa and I probably signed onto an agreement that I did not fully understand. 

On XX/XX/XXXX, I made a purchase of {$35000.00}. I am NOW coming to understand that this was an 18 month no interest loan and that interest of 28.99 % APR was then applied to my loan when the loan was not paid in full. I was also just notified that I needed to pay the full balance by XX/XX/XXXX to avoid a huge interest penalty. 

I made regular payments every month and never missed a payment. Then when the load defaulted, I received a call from someone in XXXX of XXXX AFTER my opportunity to pay off the loan in full by XX/XX/XXXX had already passed. I told this agent that I had not received ANY correspondences by mail from Wells Fargo ever. Then after this complaint to her that I was not receiving mail, suddenly I began to get a great deal of mail from Wells Fargo and from something called XXXX Solutions. Again, prior to my complaint about never having received mail to someone on the phone in XX/XX/XXXX, I had not received mail from XXXX or XXXXXXXX XXXX 

The first agent who later called me was quite rude. She shamed me with comments like you should have checked on your accounts yourself. It because of this person that I decided to reach out to the CFPB. 

Today I received a very thorough letter from XXXX XXXX XXXX, the Escalation Representative with Wells Fargo. In her letter, she writes that I should have received a number of correspondences prior to the expiration of my special terms. First, I should have received a monthly billing statement with a stub that said Urgent! Special Terms Expiring. I surely wish that I had received this statement as it would have certainly been clear and I would have responded quickly. 

Next, her letter asserts that I should have also received TWO courtesy calls from Wells Fargo one at 60 days before and another at 30 days before the special terms end date to alert before the terms expired. I did not receive either of these phone calls. The telephone number that Wells Fargo has on record for me is my Emergency Mobile for my medical office therefore, I am absolutely confident that I would have answered BOTH of these calls had I received them. 

Finally, XXXX XXXX Ss letter states that I should have also received email alerts at 60 and 30 days prior to my special terms end date. Again, I did not receive either email. Today, I checked my email buffer after speaking with XXXX XXXX XXXX and I did not have any emails from Wells Fargo in my old mail, or in my spam in the event that it went there. The only emails that I have with include the words Wells Fargo are from my bank XXXX XXXX XXXXXXXX confirming online payments made to Wells Fargo. 

I live in a small rural CT town with only XXXX residents. We are all known to our postmaster and mail man. I went to my PO to check on what may have gone wrong in terms of my not getting mail. She had no explanation and certainly was not holding any undelivered mail for me.

It honestly remains a mystery as to why I never heard from Wells Fargo by phone, by email, or my mail ever prior to the expiration of my special terms. Its as if there was a computer glitch or some strange factor that literally made me invisible to Wells Fargo other than when I made regular payments. I wish I or the bank could explain why I did not get mailings, phone calls, or emails, but neither of us seem to understand what went wrong. 

I know that my part in responsibility to this problem is that I signed a contract I did not fully read or understand. I also believe that Wells Fargo must assume responsibility for all of the many many failed communications I was supposed to have received PRIOR to the expiration date, not in XXXX, literally XXXX month after I could have resolved this satisfactorily. It is my sincere hope that there is way for us to arrive at an adjustment of the punishing interest that was assigned to my loan in the absence of any timely notifications from Wells Fargo. 

I would like to thank XXXX XXXX XXXX for helping me to better understand the problems of my account, as well as to have told me about the many different types of communications I should have received. I would not have known that the bank failed to phone me, failed to email me, and failed to alert me by mail of the fact that the special terms of my loan were expiring.

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