Consumer complaint received 2026-03-18 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Charged fees or interest you didn't expect — 
Company: WELLS FARGO & COMPANY
State: MA

Complaint narrative:
Wells fargo XXXX XXXX account : Interest free for time period on home projects. Always pay my bills on time and always more than the minimum payment. I stopped receiving statements at some point last summer XXXX XXXX XXXX XXXX XXXX XXXX. I had automatic payment signed up but also would make payments beyond that each month when I would get the statements. Also, as I was suddenly not getting statements, I would sometimes just make an additional payment without seeing a statement wondering if my wife misplaced it. I called them " Ghost payments '' that I would just randomly send based on my Banks bill pay history and timing. More, recently, I went online and created account to find out when interest period was to conclude back in XX/XX/year> so I could pay in full prior. Somehow, unknown to me and without my consent, they claim I had previously signed up for " paperless '' statements and thus stopped sending the bills. I also did not receive any emails regarding this or future statements that were due. Thus, I was " late '' on some payments and the loan conclusion and therefore was charged back interest of {$3100.00} as well as late fees of {$40.00} and {$29.00}. I have never nor would I ever elect for paperless. I have been paying bills for over 30 years, and I would NEVER choose to go paperless as I rely heavily on receiving the statement to prompt my payment. This bad practice has been noted prior by Wells Fargo for which they paid a settlement. This is clearly bad business and intended to trick people into missing payments thus charging them the waived interest. When I called for resolution, they said they needed to review the issue and send it to another office that could handle these complaints. Ultimately the denied waiving the fees. I believe this is against the law to do as I did not knowingly consent to not receiving statements nor did I receive any email communication thereafter of statements due. This practice caused my missing a deadline as well as forgetting to send future payments in a timely manner. I am just too busy and rely heavily on paper statements to pay off bills. Not receiving any communication abruptly like this was intentional by Wells Fargo and a deceptive practice to miss interest free deadlines and accrue late fees and additional interest charges. My outstanding balance was {$8900.00} with the interest charged and late fees. This was 2 different loans for 2 heat pumps for my home. Sum of bad business fees : Late fees {$40.00} and {$29.00} Back interest {$3100.00} Interest charged on account {$110.00}, {$100.00} and {$99.00} Total fees in dispute : {$3500.00} - After filing with BBB and speaking to Wells Fargo, they refuse to waive this fee. I have notified the XXXX of an unacceptable resolution but have not heard back. I paid Wells Fargo {$5400.00} which I consider my true outstanding balance to be done with them. I want the total fees in dispute waived because they secured them using unfair and deceptive business practices. This is well known to be in violation of Massachusetts law.

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