Consumer complaint received 2025-11-25 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: CO

Complaint narrative:
Wells Fargo initiated an unauthorized automatic payment of {$6000.00} to my XXXX credit card in early XX/XX/year>. I cancelled the payment, which then resulted in Wells Fargo freezing my account, reflecting incorrect balance and available credit amounts. Wells Fargo then proceeded to reprocess the automatic {$6000.00} payment XXXX times, resulting in an overdraft of ~ {$18000.00} in my connected savings account ( XXXX ). Wells Fargo then closed the account sometime in XX/XX/year>, but ( XXXX ) never notified me that they were closing the account and ( XXXX ) when I called to inquire why my available credit was {$0.00}, informed me over the phone that the account was closed, and cited the reasoning as " abuse of card, '' noting multiple payments were made and returned. However, payments were returned during this time period because Wells Fargo was incorrectly processing all payments. None of these issues are outline in my account statements. 

All of this occurred during XXXX 's transition out of Wells Fargo and into a new partner. 

The issues, including returned payments and closed accounts due to " abuse, '' I assume, will be reported to the credit bureau, affecting my credit score. I have an excellent payment history on my credit report, and these issues will significantly impact that score. 

When calling to inquire about the issues, spanning from calls made in early XX/XX/year> to present ( XX/XX/XXXX ), I've dealt with multiple inappropriate and unprofessional associates, all of whom have told me they can not escalate the issue further over the phone, and will need to conduct investigations that will take anywhere from XXXX business days to complete. One associate was rude and condescending. Another, when he returned to the line after I sat on hold for XXXX minutes, said, " XXXXXXXX XXXX XXXXXXXX '' when he realized I was still waiting on hold to escalate the issue to the executive office. When I then received the number for the XXXX Credit Card XXXX at the Wells Fargo Executive Office, I was transferred to the department, then hung up on after asking for confirmation that I was speaking to the correct group. Fortunately, I had the phone number to the Executive Office, so I called back. I was then told to " bear with [ the associate ] one moment '' while she resolved her headset issue, resulting in a wait of XXXX minutes and no reply until I hung up and called back. Then I finally spoke to an associate who was willing to look into the issue, which resulted in, again, him saying they need to conduct an investigation, which will take XXXX business days to assign an investigator and XXXX business days from there to receive an outcome. 

The unauthorized payments, responses from associates, and failure by Wells Fargo to resolve the urgent issue in a timely manner were illegal, unprofessional, and unacceptable, respectively.

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