Consumer complaint received 2026-04-19 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: WA

Complaint narrative:
This dispute is submitted in response to Wells Fargo 's XX/XX/year> reply to CFPB case number XXXX. Wells Fargo case numbers XXXX and XXXX, account ending in XXXX, are referenced throughout. * * I am disputing this response as incomplete and inadequate for the following reasons : * * XXXX. I explicitly and repeatedly requested electronic payment and was never told it wasn't possible. * * I requested electronic payment during my branch visit and in every subsequent call. At no point did any representative clearly inform me that Wells Fargo policy prohibits electronic refunds over {$2500.00}. Instead, a representative on XX/XX/XXXX actively confirmed that an electronic reversal had been processed and I should expect payment within 710 days. This was false. Had I been given accurate policy information at the outset, I could have planned accordingly. The combination of withholding material policy information and then providing a false confirmation caused direct, measurable delay in the return of {$4200.00} owed to me. * * XXXX. Every agent escalated and noted my requests and nothing happened. * * Each representative I spoke with stated they were escalating my request and noting my account, including my explicit preference for electronic payment. Despite this, I never received a callback, a resolution, or a consistent explanation. A formal complaint was filed during my branch visit on XX/XX/XXXX, yet the only follow-up I received was a single voicemail with no actionable information. On XX/XX/XXXX a representative told me the matter was escalated and being worked on, that a check was on its way, but could not confirm whether the XX/XX/XXXX reversal had actually been processed meaning over 40 days into this, no one at Wells Fargo could tell me with certainty what had actually been done with my {$4200.00}. Repeated internal escalations that produce no response represent a systemic failure of Wells Fargo 's complaint handling process not an isolated miscommunication. I am requesting that Wells Fargo produce a summary of the internal notes and escalations logged on my account from XXXX through XX/XX/year>, as these records should reflect the full scope of my documented requests and their outcomes. * * XXXX. No check was ever sent prior to XX/XX/XXXX and Wells Fargo 's own representative confirmed this. * * Throughout my contacts I was repeatedly told to wait for a refund check. On XX/XX/year>, a representative told me a check was on its way but could not confirm any prior action had been taken. On XX/XX/year> just before Wells Fargo sent written acknowledgment of my CFPB complaint I called again. The representative read me the XX/XX/XXXX resolution letter and confirmed that the XX/XX/XXXX check was the first and only check ever issued. This means I was instructed across multiple contacts at the branch and across 8 more calls to wait for a check that did not exist for over 40 days. * * I filed my CFPB complaint on XX/XX/year> XXXX day after the check was issued on XX/XX/XXXX. The timing strongly suggests the XX/XX/XXXX check was generated in response to escalation pressure rather than normal processing. I am requesting that Wells Fargo confirm in writing exactly when the XX/XX/XXXX check was initiated, by whom, and what action triggered its creation. * The website had said overpayment would be issued in the week of XX/XX/XXXX, and that banner later taken down. * XXXX. I was given false information about the refund check 's mailing address. * * During multiple contacts I was told a check may have been sent to an old address never associated with this account. This explanation is directly contradicted by Wells Fargo 's own correspondence. On XX/XX/year> the exact date they claim the refund check was issued Wells Fargo successfully mailed an official letter to my correct current address. Additional letters followed on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, all delivered without issue. Their own mail on that precise date proves my address was accurate, on file, and in active use throughout this entire period. The address confusion narrative offered to explain the delay was false. * * XXXX. The Wells Fargo Autograph account should not have been opened and remains active despite multiple closure requests. * * XXXXXXXX XXXX XXXX XX/XX/year> email, the Wells Fargo Autograph Card was explicitly described as the default outcome only for customers who did NOT upgrade to XXXX XXXX XXXX. I selected the upgrade path and requested closure of my Wells Fargo account on XX/XX/year>. XXXXXXXX XXXX XXXXXX/XX/year> email confirmed my closure request was received and stated the XXXX XXXX " will not work '' and should be " safely ignored. '' Wells Fargo 's own XX/XX/XXXX response confirms the account was closed XX/XX/year>. * * Despite this, in XX/XX/year> I called Wells Fargo and used their own automated phone system to submit an additional closure request for this account. I received no confirmation no email, no letter, no reference number that the request was received or processed. Wells Fargo 's automated system accepted my input and provided nothing in return, leaving me with no way to verify the request was acted upon. * * I am still receiving active statements from Wells Fargo as of XX/XX/year> more than two months after the confirmed closure date and after a second closure request submitted through their own automated system. This account should not be open. I am requesting written confirmation of the current status of this account, when each closure request was logged in their system, and how this account is currently reporting to credit bureaus, as I clearly can not trust Wells Fargo 's own customer experience team nor their website. * * XXXX. Wells Fargo acknowledges service failures but declines compensation without justification. * * Their response states my experience " did not meet our standards '' and apologizes for " miscommunication. '' Declining compensation while admitting service failures including a representative providing materially false information about an electronic reversal, and a representative on XX/XX/XXXX confirming the XX/XX/XXXX check was the first and only check ever issued is not an adequate resolution. *

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