Consumer complaint received 2026-07-14 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: FL

Complaint narrative:
On XX/XX/year>, a payment of {$37000.00} was submitted in error to my Wells Fargo credit card account ending [ LAST 4 ]. The amount actually due was {$3800.00}. The error created a credit balance of {$33000.00}. I called Wells Fargo on XX/XX/year> to correct it. I was told the excess would be reversed within 10 days. On XX/XX/year>, I was told something different : that the funds would be held, after which a check would be mailed, taking an additional 10 to 14 business days to arrive. That puts return of my own money four to five weeks out from the date of the error, and it does not match what I was told on XX/XX/XXXX. Also on XX/XX/year>, I filed a complaint directly with Wells Fargo and was assigned case number XXXX. Wells Fargo subsequently opened a second case, XXXX, on the same day for the same issue. On these calls I made a request under 12 CFR 1026.11 ( a ) ( 2 ) for refund of the credit balance. Wells Fargo declined to refund by wire or ACH. Wells Fargo stated it could take no action until a hold was released, but would not tell me whether the funding payment had cleared and settled, and would not identify the authority for the hold. I was told the matter would be escalated to the Executive Office. On the second call, Wells Fargo stated the hold would be released on XX/XX/year>. Wells Fargo did not confirm whether the refund itself would issue on that date, or whether the 10 to 14 business day mailing period would only begin on that date. Given that I was told on XX/XX/XXXX the excess would be reversed within 10 days, and on XX/XX/XXXX that a check would be mailed 10 to 14 business days after a hold, I have received three different accounts of when and how my money will be returned and have no written commitment to any of them. Wells Fargo 's online Message Center no longer offers a compose or reply function, so I have no way to submit a written request through my account. I am therefore submitting this complaint as my written request for refund of the credit balance under 12 CFR 1026.11 ( a ) ( 2 ), which requires a card issuer to refund a credit balance within seven business days of receiving a written request from the consumer. I request : Refund of {$33000.00} by ACH or wire transfer to an account I will designate, rather than by mailed check. If Wells Fargo will only issue a paper check, that it be sent by overnight or expedited delivery at no cost to me. Written confirmation of whether the XX/XX/year> payment of {$37000.00} has cleared and settled, and if so, the specific authority under which Wells Fargo has continued to hold a credit balance funded by a settled payment. Written confirmation of the exact date the refund will be issued, and the date Wells Fargo considers the seven-business-day period under 12 CFR 1026.11 ( a ) ( 2 ) to have begun. This is {$33000.00} of my money being held after a corrected clerical error. Wells Fargo has given me three different accounts of when and how it will be returned, has declined to refund by wire, and has not provided any written commitment to a date. Desired resolution : refund of {$33000.00} by ACH, wire, or expedited check, at the earliest possible date and no later than the seven business d ays required by Regulation Z.

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