Consumer complaint received 2026-07-06 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: VA

Complaint narrative:
My wife and I have been customers of Wells Fargo ( XXXX, XXXX XXXX, etc. ) for over XXXX years, In that time we have never missed a XXXX XXXX, XXXX XXXX or anything else. We never had an issue. On XX/XX/XXXX, we received a letter from Wells Fargo stating that we were in violation of our Credit Card XXXX and they have closed our account. I called their XXXX number and tried to find out what the issue was. I was told that they tried to deposit our payment check and that it was on a closed account. I tried to reason with person stating that in our checking there was over {$13000.00} and that was in a savings account over {$43000.00}, That person could have cared less, he told me it was stopped for XXXX XXXX and that we do this all the time. I was treated as a common thief. We have never been late or had any issues with any of with our payments. The next day, thru searching we found that my wife had picked up the wrong check book and indeed the payment was on a closed account. It was a total mistake. I went to our local branch very first thing the next morning. and worked with the XXXX. He understood the mistake and I paid the {$9000.00} invoice in full, well before the due date. He tried to help me by calling Wells Fargo, but he also got nowhere and they told him that it was none of his concern. The XXXX filled in a complaint for me. On XX/XX/XXXX I received a call from Wells Fargo XXXX Department ( person named XXXX ) ( XXXX ) I explained the situation and that it was truly a mistake that was immediately corrected. I also said to her that we have never been late with any payments and that we had never received any notice of an issue. No emails, text, email thru Wells Fargo XXXX. She gave me a case number XXXX. She said that the case would be reviewed. Again, I stressed to her that we never received any notice of an issue. Only that our card was terminated. On Monday XX/XX/XXXX I received a call from XXXX telling me that our card was terminated because of the XXXX and would not be reinstated. Our Rewards points were also taken away from us. I tried to reason with her as to this was a mistake and we did not commit any XXXX. That it was a mistake by us but that also Wells Fargo they never notified us by any means including their XXXX that there was an issue. She stated that that was my fault, I should have told them to contact me with issues. That was not in any way Wells Fargo issue. I stressed that we have been customers for over 40 years without a problem. She could have cared less. I asked for a person that I could appeal to and was flatly told there was none that her ruling was final.. I was made to feel like a common criminal. XXXX could care less about not sending us any notice. Nor could she have cared about a good customer. I was told that we could apply for a new card but that would have be reviewed for credit worthiness. In other words, apply but youre not getting XXXX. All we were asking was that our card be reinstated, our credit be corrected and that our points be reinstated. Our credit was hit all because of mistake that was corrected immediately upon receiving the termination letter. While Wells Fargo has the right to terminate a person, this was a total lack of understanding and caring about good customers. We are not Frauds as was told to us and our reputation is being questioned. This action is a total insult to us personally. Wells Fargo really could have cared less about us. I guess they have never made a mistake and corrected it immediately. I wonder are we being discriminated against because we pay on time, age ( XXXX ), incompetence at Wells Fargo, or goal to delete customers? How many others have been or are treated this way. Even common criminals receive due process and second chances. We ask that someone with common sense in the upper management review this and reinstate our good name and standing.

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