Consumer complaint received 2026-04-14 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: NJ

Complaint narrative:
THIS COMPLAINT REPORTS A NEW, POST-RESPONSE FCBA VIOLATION. IT IS NOT A DUPLICATE This complaint is based entirely on Wells Fargo 's own XX/XX/XXXX, resolution letter ( attached ), which constitutes new evidence of willful noncompliance with the Fair Credit Billing Act that did not exist when prior complaints were filed. 1. THE NEW VIOLATION : FAILURE TO PROVIDE A WRITTEN EXPLANATION WITH DOCUMENTARY EVIDENCE Under 15 U.S.C. 1666 ( a ) ( B ) ( ii ), when a creditor receives a billing error notice, it must be within two billing cycles or 90 days, either correct the error or mail the consumer a written explanation setting forth the reasons why it believes the account is not in error, along with documentary evidence of the consumer 's indebtedness. On XX/XX/XXXX, I filed CFPB complaints XXXX and XXXX, constituting formal billing error notices under the FCBA. These complaints identified a specific billing error : a {$5900.00} " ADJUSTMENT-PAYMENTS '' debit posted XX/XX/XXXX, with no corresponding prior credit on my account. I demanded Wells Fargo explain this entry, produce the internal General Ledger extract, and refund all interest accrued on the resulting phantom balance. On XX/XX/XXXX, Wells Fargo responded. Their resolution letter, signed by XXXX XXXX, XXXX Escalations Representative, is now in my possession and attached to this complaint. It fails every element of the FCBA 's required response : The letter never mentions the XX/XX/XXXX, ADJUSTMENT-PAYMENTS entry. The letter never explains what payment the adjustment reversed. The letter never addresses the {$5900.00} phantom debit. The letter produces zero documentary evidence supporting the current balance. The letter never addresses the demand for interest refunds. The letter contains no General Ledger data, no ACH Trace IDs, and no suspense account audit. Instead, Wells Fargo 's letter dedicates its entire substantive content to ( a ) an unrelated Bilt-to-Autograph card conversion, ( b ) a minor closure-status correction on my credit report, and ( c ) confirmation that the missing {$6000.00} was not applied to my auto loan a claim I never made. 2. PROOF OF SYSTEMIC NONCOMPLIANCE : IDENTICAL BOILERPLATE ACROSS 8+ COMPLAINTS Wells Fargo submitted the same response, verbatim, to all eight of my CFPB complaints and my XXXX complaint ( Case # XXXX ), regardless of what each complaint specifically demanded. Complaints requesting interest refunds, General Ledger traces, FCRA corrections, and ACH audit trails all received identical text about a card conversion. This is not a reasonable investigation. This is a template macro. Further evidence of non-investigation : In their response to complaint XXXX, Wells Fargo references a missing payment of " {$60000.00} '', which is a dollar amount that does not appear in any document I filed. This typographical error proves that no competent review of my account ledger was conducted. 3. ARBITRATION DOES NOT SUSPEND FCBA OBLIGATIONS Wells Fargo 's letter states : " We received your arbitration demand. These matters will be addressed through arbitration, and we will not respond to the issues outside of that process. '' The FCBA 's investigation requirements under 15 U.S.C. 1666 are statutory obligations triggered by receipt of a billing error notice. They are not discretionary customer service functions that a creditor can defer by citing a private dispute resolution proceeding. No provision of the Federal Arbitration Act, the Truth in Lending Act, or Regulation Z permits a creditor to suspend its FCBA duties because an arbitration demand has been filed. 4. CONTINUED ADVERSE REPORTING DURING ACTIVE DISPUTE While refusing to investigate my billing error, Wells Fargo verified a {$12000.00} balance to XXXX on XX/XX/XXXX. Under 15 U.S.C. 1666a ( a ), a creditor may not report a disputed amount as delinquent during the pendency of a billing error investigation. Wells Fargo has not completed or even commenced the required investigation, yet continues to furnish the disputed balance to consumer reporting agencies. ATTACHMENTS Wells Fargo resolution letter dated XX/XX/XXXX ( XXXX XXXX, XXXX XXXX Auto loan transaction history enclosed with the letter XXXX-to-Autograph conversion notice dated XX/XX/XXXX REQUESTED RELIEF I request that the CFPB compel Wells Fargo to : 1 . Produce the written explanation with documentary evidence required by 15 U.S.C. 1666 ( a ) ( B ) ( ii ), specifically addressing the XX/XX/XXXX, ADJUSTMENT-PAYMENTS entry. 2. Cease reporting the disputed balance to consumer reporting agencies until the FCBA investigation is complete. 3. Refer this matter to the CFPB Enforcement Division as evidence of systemic FCBA noncompliance through template-based responses that do not address individual billing error notices.

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