Consumer complaint received 2026-07-07 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I participated in a Wells Fargo promotional financing program that required the promotional balance to be paid in full by XX/XX/XXXX, to avoid deferred interest. Throughout the nearly two-year promotional period, I consistently made payments and reduced the promotional balance from more than {$11000.00} to approximately {$1500.00}. Due to an oversight during an exceptionally demanding work period, I missed the promotional expiration date by 11 days. As soon as I realized the issue, I paid the remaining promotional balance in full on XX/XX/XXXX. On the same day, XX/XX/XXXX, I also voluntarily paid in full another promotional balance that was not due until XX/XX/XXXX because I wanted to eliminate all outstanding promotional balances on my account. Despite my payment history and prompt corrective action, Wells Fargo assessed approximately {$4900.00} in deferred interest. After receiving the charge, I contacted Wells Fargo and requested a one-time waiver based on my payment history, the fact that I had reduced the promotional balance by more than 85 %, and that I paid the remaining balance only 11 days after the promotional expiration date. Wells Fargo initially offered to waive 75 % of the deferred interest but declined to waive the remaining 25 %. Because I believed my circumstances justified a full waiver, I requested that Wells Fargo reconsider its decision. One of my primary concerns is that Wells Fargo did not appear to fully consider my payment history or account activity when reviewing my request. In its response, Wells Fargo continued to reference the promotional balance with a XX/XX/XXXX expiration date as though it remained outstanding. However, I had already paid that balance in full on XX/XX/XXXX, before Wells Fargo completed its review. This made me question whether my account history had been carefully reviewed before the decision was made. Because of this concern, I contacted Wells Fargo again and specifically pointed out that the XX/XX/XXXX promotional balance had already been paid. Wells Fargo opened a second case to review my concerns. However, the second review did not explain why my payment history and XX/XX/XXXX payoff were not reflected in its previous response, nor did it explain how my individual circumstances were evaluated. Instead, I received what appeared to be a generic response that did not address the specific concerns I had raised. Another concern is Wells Fargo 's customer notification process. I enrolled in paperless statements and email payment alerts because I wanted to receive electronic notifications to help manage my account and avoid missing important payment deadlines. However, I did not receive any email, text message, mobile app notification, or other reminder before the promotional financing period expired. Had I received a reminder, I would have immediately paid the remaining promotional balance and avoided the deferred interest charge. In Wells Fargo 's correspondence, the bank stated that it had sent me an alert. Based on my records, I did not receive any such notification. Despite my request for clarification, Wells Fargo did not provide evidence showing when the alert was sent, how it was delivered, or what information it contained. I am disappointed not only by the outcome of Wells Fargo 's decision, but also by what I believe was an inadequate review of my individual circumstances. Based on the responses I received, I do not believe my payment history, prompt payoff of all promotional balances, and good-faith efforts to resolve the matter were fully considered.

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 monetary relief