Consumer complaint received 2025-06-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
I am writing to formally express my concern and disappointment regarding the abrupt and unexplained closure of my Wells Fargo XXXX XXXX credit card account ending in XXXX, and the associated forfeiture of XXXX reward pointsa value of approximately {$450.00}. 

On XX/XX/XXXX, I received push notifications from both XXXX XXXX and XXXX XXXX indicating that my credit card had been removed from my wallet due to the card being deleted from the issuers system. This was alarming, as I had not initiated any changes to my account, which at the time had a XXXX balance and was in good standing. 

I promptly logged into the Wells Fargo online portal and was surprised to find that the account was entirely removed. I could no longer access transaction history, monthly statements, or the rewards portal. There were no messages, alerts, or prior notices of any kind provided by Wells Fargo about this closure. 

The loss of access was particularly concerning as I had accumulated XXXX rewards points, saved over time and with the expectation that I would be able to use them in accordance with the terms of the program. I immediately contacted the rewards department and was initially told the card XXXX have expired and been replaced. However, upon verifying, I confirmed that the card was valid through XXXX. 
Later that same day, I visited my local branch ( which I understand is scheduled to close soon ). The banker there contacted the credit card department on my behalf. I was informed that the account had been closed by Wells Fargo, with no reason provided, and that a letter might be sent in the future. The banker inquired about the forfeited rewards, but was told they were lost due to the closure, and that the bank was not obligated to provide notice or opportunity to redeem them. 

I find this practice not only unethical but also in conflict with the spirit of the rewards program. The claim that rewards have no value until redeemed seems contradictory given the infrastructure Wells Fargo has in place for managing, tracking, and transferring points like a financial asset. To remove them without noticeespecially in the absence of any misconduct, late payments, or credit deterioration on my partis not only unfair but arguably deceptive. 

Importantly, I have been a loyal Wells Fargo customer for well over 10 years, maintaining multiple products and consistently managing my accounts responsibly. I currently have a credit score exceeding XXXX, no delinquencies, no fraud or chargebacks, and a longstanding positive history with your institution. Had I received any notice or warning of a potential closure, I would have taken immediate steps to redeem or transfer my rewards. 

Without action, I will have no choice but to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) and other applicable regulatory agencies. I will push the issue further and consider utilizing all avenues including sharing this situation with lawmakers, courts, media outlets and others if necessary. 

Thank you in advance for your attention to this matter. I hope Wells Fargo will do what is right and honor the trust and loyalty I have shown to the institution over the years.

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