Consumer complaint received 2026-06-22 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: NJ

Complaint narrative:
I have been a Wells Fargo Credit Card holder for several years, and chose their card for the 2 % cash back rewards. In addition, I had scheduled all of my rewards at the end of the month to be credit to my credit card balance every month as I was a victim of fraud and someone used my reward dollars for fraudulant purchases. On or around XX/XX/year> I linked a new bank account from XXXX XXXX to try and make a one time payment of {$110000.00} toward my credit card. It appeared to go through, but on XX/XX/year> I received a notice via email that it was rejected. I then called Wells Fargo directly, to inquire what happened and they were unable to determine what went wrong. A live agent then took a payment over the phone using the same account number and routing number that I used for my XXXX XXXX account in the amount of {$99000.00}. The agent on the phone confirmed that the payment processed successfully. A few days later, I received another email stating that the payment was rejected. On or about, XX/XX/year> a purchase was made of {$800.00} using the credit card. Several hours later I tried to make another purchase, but this time the card was rejected. I reached out to Wells Fargo again and they said that Wells Fargo Financial is unable to communicate with XXXX XXXX and that it why the account was frozen. On or around XX/XX/year> while on the phone with an agent from Wells Fargo Financial, I made an online payment of {$7000.00} from the XXXX XXXX XXXX XXXX account that I have used ever since I opened the account, and it successfully went through and was not returned. I then tried to make a purchase of approximately {$200.00} and it was rejected. I called Wells Fargo Financial again, who was able to confirm my online payment of {$7000.00} but was unable to unfreeze my account even after he tried several times. It was suggested that I go to a Wells Fargo Bank in person on Monday, XX/XX/year> and they should be able to unfreeze my account. After spending several hours at Wells Fargo Bank in XXXX XXXX, New Jersey and multiple phone calls that the Wells Fargo attendant made, the only information that was given to me was that the card was frozen and it could not be unfrozen. I inquired why that was the case, and they said that they did not know and I would have to contact the fraud department. I contacted the fraud departement, and they said that my case was beeing assigned to someone in the department, but it hasn't been assigned yet, so they were unable to give me any information. At this point, I became extremely frustrated and after multiple transfers I told the Wells Fargo Financial agent on the phone that they obviously did not value my business. I told XXXX at extension XXXX to close my account, at that point she closed my account and never informed me of the potential of losing my rewards. When I returned home that evening on XX/XX/year> I noticed that the credit of {$2400.00} that was credited to my credit card balance on XX/XX/year> was then reversed and transferred back to my rewards balance on XX/XX/year>. I thought that was odd, but I purchased a gift cards using my reward dollars totaling {$630.00} on XX/XX/year>. It was late at night and I went to bed planning on manually crediting my credit card balance with my remaining reward dollars. To my surprise, when I logged into my account on XX/XX/year> I noticed that my reward balance was XXXX. I immediately contact Wells Fargo Financial who transferred me to the rewards departement. They stated that when you close a credit card the agent is instructed to transfer you to the rewards department to determine what you want to do with your rewards prior to closing your account. The agent XXXX at extension XXXX never transferred me to the rewards department to take advantage of my bonus. Besides, as of XX/XX/year> I believed that most of my rewards was already credited to my credit card balance. Since all calls are recorded this should be easy to confirm. After filing several complaints to multiple departments, I was instructed to file a complaint with the executive department. I received phone calls approximately every 3 days and multiple emails and regular mail stating that the case was still under review and would be in touch with me in another 10 days. Finally, I received a letter dated on XX/XX/year> after more than a month after my initial complaint I was informed that, yes after reviewing all notes and recorded messages, XXXX never informed me of the potential of losing my rewards and she never transfered me to the rewards department which according to Wells Fargo Financial is the proper protocol when someone closes an account. Despite, that they stated that they were not returning my reward credit as their rules regarding regarding rewards were updated approximately 6 weeks earlier that if an account is closed all rewards will be forfeited and they submitted the addendum to their rules which I will include with this complaint. Even if I was aware that the rewards would be forfeited, no where does it state that after your rewards are used to credit your credit card statment that they could be returned to my rewards balance and the previous credit that was made to my account reversed and you will lose all credits. Using that rationale, why not take back all credit for the last several months. I calculated what remaining reward dollars I should have left which amounted to {$1800.00}. I then paid my account in full less the {$1800.00}. I then realized that I received a credit of {$60.00} from a merchant and thus I believe I over paid my credit card by {$60.00} and on XX/XX/year> and another merchant credited my account another {$1.00} thus I am now requesting {$61.00}. Wells Fargo Financial however, believes that I owe them {$1800.00}

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