Consumer complaint received 2026-04-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
To Whom It May Concern, I am filing a formal complaint about how Wells Fargo handled my call this afternoon regarding my XXXX XXXX XXXX account. I called for one reason. I noticed what appear to be incorrect calculations on my statement and asked how transactions from my sub-accounts ( employee/authorized user cards ) are being charged and attributed. That is a basic, reasonable question from the business owner on the account. What I got was 40 minutes of obstruction and disrespect from two of your representatives : - * * XXXX * *, the first representative, flatly refused to engage. Her position, in her own words, was that Wells Fargo representatives are " not here to explain how cards are charged or how calculations are done. '' If that is genuinely the bank 's stance, you have a serious problem. If it is not, XXXX needs immediate coaching. XXXX then transferred my call to the Escalations department. - * * XXXX * *, from the Escalations team in the XXXX XXXX, Iowa office, made it worse. She was rude, condescending, and made no attempt to listen to what I was asking. Her tone was designed to make me feel small rather than to resolve the issue. From an Escalations representative, the role specifically tasked with de-escalating, this is indefensible. XXXX then ended the interaction by simply walking away from the call. She did not say goodbye, did not transfer me, did not disconnect the line. She left me holding on an open call. I sat there for roughly 10 minutes saying " hello '' into the phone before I realized she had abandoned the call entirely. That is not a service failure. That is a deliberate act by a Wells Fargo Escalations representative. Three separate procedural failures sit on top of the conduct issue : 1. No case number was provided. Escalations took my time, refused to help, and left no internal record of the call. That is not a customer service failure. That is a process failure that conveniently makes the complaint disappear. 2. Both representatives refused to provide an employee ID or any unique identifier when I asked. That is not standard, it is not acceptable, and it suggests they knew the call would not reflect well on them. I am identifying them by the only information they would give : first name, and the XXXX XXXX, Iowa office for XXXX. 3. 40 minutes of my time, with zero resolution and zero accountability trail. I'll also note that Wells Fargo provides no public complaint email address, no public complaint web form, and the Business Online Message Center has no compose-message function. The fact that I'm sending this to an executive inbox is not by preference. It is because Wells Fargo has structurally eliminated every other written channel a customer can keep a copy of. For context : the majority of my personal and business banking activity is with XXXX XXXX XXXX ( XXXX ), where I have been a customer for years. I am not writing this as someone with no banking baseline and not trying to protect or advocate for XXXX. The contrast in service standard is significant. XXXX representatives, including on escalation calls, are consistently more patient, more professional, and more willing to actually answer questions about how their products work. They do not refuse to explain charges on a customer 's own account. They do not withhold employee identifiers. They do not abandon active calls. The gap I experienced today and for before between Wells Fargo ( WF ) and XXXX is not a matter of one bad rep on one bad day. It reflects a different cultural standard for how customers are treated, and it is the reason my WF relationship has remained limited rather than expanded. Where this leaves me : - The original issue on the XXXX XXXX XXXX account is unresolved. - No case number exists. - I have a separate, additional complaint about XXXXXXXX XXXX conduct, including the fact that she abandoned an active call rather than resolving or transferring it. - I have a third complaint about the refusal to provide employee identifiers. I expect : 1. A callback from a supervisor or product specialist, not another front-line representative, who can walk me through how sub-account transactions are calculated and posted on the XXXX XXXX XXXX card. 2. A review of the recorded calls from this afternoon, including the dead air after XXXX left the call, and written acknowledgment of how the conduct of both representatives, especially XXXX, will be addressed. WF has the audio and the routing logs. Both reps are entirely identifiable on your end regardless of what they refused to share with me. 3. A formal case number, assigned today, and a stated resolution timeline. 4. Clarification of WF 's policy on representatives refusing to provide employee identifiers when asked by a customer, and on representatives abandoning active calls without disconnecting or transferring. To be direct : I am giving WF the chance to make this right internally first. If I do not get a substantive response quickly, I will : - File a formal complaint with the Consumer Financial Protection Bureau ( CFPB ), which WF is required to respond to within 15 days. - File a parallel complaint with the Office of the Comptroller of the Currency ( OCC ), WF 's primary federal regulator. - File a complaint with the Georgia Attorney General 's Consumer Protection Division ( GA AG ). - Post detailed public reviews of this experience on XXXX, XXXX, and social media. I will also reassess whether the XXXX XXXX XXXX account is worth maintaining at all, given that the rest of my banking relationship already sits with an institution that handles these conversations differently. Please confirm receipt and provide a case reference number. Call placed : around XXXX XXXX Best regards, XXXX XXXX | XXXX

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 monetary relief