Consumer complaint received 2026-01-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: WELLS FARGO & COMPANY
State: LA

Complaint narrative:
CFPB Complaint Wells Fargo Bank , N.A . 
Account Type : Consumer credit card Approximate Balance : {$18000.00} Summary of Complaint I am filing this complaint due to Wells Fargos prolonged and systemic mishandling of my consumer credit card account throughout XXXX and continuing into XXXX. Despite sustained and good-faith efforts to resolve the matter internally including repeated outreach to the CEOs office, Executive Resolutions, and ultimately the Board Wells Fargo failed to provide continuity, closed the account during active resolution efforts, repeatedly referred the account to collections, and caused ongoing credit and financial harm through delay and procedural breakdowns.

Key Issues 1. Account closure during active resolution efforts Wells Fargo closed the account while I was actively engaged in good-faith efforts to resolve the matter through internal escalation channels. The account was not resolved at the time of closure, and the closure compounded the dispute by triggering further negative credit activity and limiting my ability to mitigate harm.

2. Repeated referral to collections during active dispute ( XXXX times ) After the account was closed, it was referred to collections on XXXX separate occasions while the dispute and internal reviews were ongoing : First referral : While I was actively escalating the issue to the CEOs office ( XX/XX/XXXX ) Second referral : Several months later, during continued internal resolution attempts Third referral : Most recently, within the past few months, while I was actively engaging with the Boards office Each referral required a recall from collections. The repeated recalls demonstrate that the account should not have been referred to collections while the dispute remained unresolved, reflecting a failure of reasonable procedures and internal controls. Despite these recalls, Wells Fargo failed to prevent repeated placement, resulting in recurring derogatory credit reporting and ongoing harm.

3. Failure of CEO escalation and breakdown in internal routing In early XX/XX/XXXX, after repeated incorrect information and unresolved delays, I escalated the matter XXXX times to the CEOs office. I received no response. 
My case reached Executive Resolutions only because I repeatedly contacted Wells Fargo frontline phone representatives and restarted the process myself. There was no proactive escalation or continuity initiated by the bank.

4. Loss of case ownership and prolonged non-response Once in Executive Resolutions, my case was handled by multiple representatives over time. One assigned representative, XXXX XXXX, told me he would call me back on a specific date. That call never occurred. Over the following XXXX weeks, I left multiple voicemails, none of which were returned. I later learned that he had left the department and that no one had assumed responsibility for his cases, nor was his voicemail updated or monitored. This lapse caused significant additional delay and credit harm.

5. Executive Resolutions refusal to resolve or escalate I worked extensively with XXXX XXXX of XXXX Resolutions ( phone : XXXX ), who represented herself as the highest available escalation point. Despite repeated discussions, she did not resolve the matter and repeatedly declined to escalate it further. Ultimately, she instructed me to contact other Wells Fargo departments myself and restart the process, despite months of documented internal handling.

6. Board-level correspondence without substantive investigation After writing to the Board, I received written responses from XXXX ( XXXX : XXXX ), stating that she was conducting an investigation. XXXX has never spoken with me, so no fact-gathering has occurred, yet in XX/XX/XXXX she issued additional correspondence stating that the investigation required more time. 

I am uploading a copy of a similar letter I received earlier in the process, in XX/XX/XXXX, from XXXX XXXX which likewise referenced internal review without substantive -- or any -- engagement. There were additional letters earlier in this process reflecting similar extensions and delays, each of which prolonged the credit damage and financial cost to me, as well as creating lost opportunity.

7. Mischaracterization of the complaint and denial of harm Written responses from Wells Fargo minimized and mischaracterized my concerns ( for example, framing the issue as dissatisfaction with a missed XXXX callback rather than a XXXX-week failure to respond ) while denying harm despite acknowledging repeated delays, errors, and procedural failures.

Requested Resolution I am requesting that Wells Fargo be required to : 1. Delete all derogatory credit reporting associated with this account, r
eflecting Wells Fargos documented procedural failures and repeated improper collections referrals.

2. Confirm the account is closed with a zero balance, with no negative reporting of any kind. 
XXXX. Provide written confirmation that the account will not be sold, transferred, or referred to collections.

4. Implement corrective measures to prevent recurrence of these Executive Resolution and collections failures. 

I am prepared to provide documentation supporting each of the above points. 
Thank you for your assistance in this matter.

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