Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
In XX/XX/XXXX, I went to my local jeweler to purchase a watch for my husband. At the point of sale, the jeweler told me they could finance the purchase through a Wells Fargo credit card. He did not disclose that the transaction would be placed into a deferredinterest promotion, that there was a special terms expiration date, or that failing to pay the balance in full by a specific date would result in retroactive interest. If these terms had been explained, I would not have agreed to the financing. I relied on the information provided at the time of purchase, and the required disclosures were not made. When I later contacted Wells Fargo about the unexpected interest charge, they showed me a copy of the disclosure. The disclosure was located on page two, in very small print, and was not something I was shown or made aware of at the time of purchase. I also do not recall ever signing up for paperless statements, and I believe my account may have been switched to paperless without my consent. As a result, I did not receive any mailed disclosures or reminders about the promotional terms or expiration date. About 12 months after the purchase, I enrolled the account in autopay to ensure payments were always made on time. Throughout XXXX and XXXX, I consistently paid above the minimum payment, believing I was paying down a normal balance. I had almost paid the account off in full. Then XX/XX/XXXX, over {$3500.00} in deferred interest was added to my account without warning. This was the first time I became aware that the purchase had been placed in a deferredinterest promotion. The charge was extremely unexpected and financially damaging. My family is currently experiencing significant financial hardship, including selling our home to manage debts. Despite this, I have never missed a payment and have always paid responsibly. I contacted Wells Fargo multiple times to request information and clarification. First I called in around XX/XX/XXXX and sent a written denial on XX/XX/XXXX stating only that the promotional period had expired, but they did not address the core issue : the promotional financing terms were never disclosed to me by the merchant, the written disclosure was not reasonably presented, and I may have been switched to paperless without consent, preventing me from receiving required notices. After receiving the denial, I contacted Wells Fargo again on XX/XX/XXXX to clarify the core issues and was told I would receive a response within 10 business days from XX/XX/XXXX. I did not receive any followup or resolution within that timeframe. This further shows that I attempted to resolve the issue directly, but the bank did not address my concerns. I am requesting that the deferred interest be reversed due to the lack of disclosure at the point of sale, the inadequate written disclosure, the possibility that I was switched to paperless without consent, my consistent payment history, my autopay enrollment, and the substantial financial hardship this unexpected charge has caused.

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 non-monetary relief