Consumer complaint received 2026-06-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
The TLDR is that my Wells Fargo credit card had an improper balance as part of the XXXX XXXX -> Wells Fargo Autograph transition ( which I've had to pay off to avoid interest ). I need that additional payment amount to be credited to my account. Please see the timeline of events below. Context : I had been a XXXX XXXX credit card holder since XX/XX/XXXX, and I used it primarily to make my monthly rent payments ( most other transactions were small purchases to meet the minimum # transactions required to keep points ). The usual monthly sequence was : XXXX processes my payment on the XXXX of each month ( I get an email notif ), and the amount leaves my XXXX XXXX XXXX checking account on appx. the XXXX of each month -- this is the pattern that can be seen from my historical email notifications and my XXXX statements. In XXXX XXXX, my XXXX card was automatically cut over to the Wells Fargo Autograph because I did not choose to continue with XXXX. When I first logged into my Wells Fargo XXXX account in XXXX XXXX, I saw a balance on it that made me think I had gotten double charged for rent, but the WF XXXX I spoke with at the time said to give it time for things to settle from the cutover. Come XX/XX/XXXX, I still had the extra balance and it was accruing interest, so I paid it off, meaning between XXXX XXXX, XXXX XXXX and XXXX XXXX, I paid off the equivalent of XXXX months ' worth of rent balance, instead of XXXX. I tried to take it up with Wells Fargo, but both WF and XXXX shifted blame to the other party and refused to take responsibility. Upon digging further, I realized what I believe to be the source of the issue, which I will outline below : XXXX. On XX/XX/XXXX I got my usual email from XXXX saying that my rent payment is processing ( always happens on XXXX of the month, so this is normal ) [ XXXX ] XXXX. On XX/XX/XXXX I was notified by XXXX via text asking if I recognized some unexpected charges. I replied XXXX ', so XXXX responded by saying the account ending XXXX ( my XXXX card at the time ) is being closed and a new card was issued to me [ XXXX ] XXXX. On XXXX was notified via email that my XXXX XXXX for XXXX XXXX deactivated, which probably follows the card being closed [ XXXX ] XXXX. On XX/XX/XXXX my monthly auto payment of my XXXX balance left my XXXX XXXX XXXX checking account. In other words, I clearly paid my XX/XX/XXXX balance for XXXX [ XXXX ] XXXX. On XX/XX/XXXX, when I logged into my new Wells Fargo Autograph card account, I saw a balance that I didn't expect. Upon further digging, I realized that the reason is because of this sequence of events in XXXX. On the XXXX side, everything looks normal, but on the Wells Fargo account, I see BOTH ( A ) XXXX XXXX transaction from '' BPS * XXXX RENT NEW YORK NY '' for the amount of {$3600.00} ( this is consistent with what I see for XXXX and XX/XX/XXXX ), * * * * AS WELL AS ( B ) a " LAST STATEMENT XXXX FROM ACCT ENDING XXXX '' balance on XXXX XXXX, XXXX for {$3700.00} * * * * ( see [ XXXX ] ). I think THIS transaction line ( B ) is the problematic XXXX, and my guess is that given the weird timing/crossing of events with my balance payments + the fraud charge/card closure, something must have happened in the back end where there was some kind of historical carrying over of the balance from XXXX to WF thinking XXXX XXXX balance was unpaid, although it was. This is also very odd because the cutover happened in XX/XX/XXXX and my Wells Fargo XXXX card didn't exist until XXXX XXXX, so there's no reason I should even be seeing anything for XXXX XXXX. So in summary, between XXXX XXXX and XXXX, I should only have paid the equivalent of my rent 3 times, but instead I paid XXXX amounts ( and an excess of about $ XXXX ). Please see a COMPLETE history of the transactions on my Wells Fargo account attached. I tried to flag this issue to Wells Fargo, but they responded ( after MANY back and forths and hours of escalation ) : " We show only XXXX rent payment in XX/XX/XXXX for BPS * XXXX RENT NEW YORK NY of {$3600.00} dated XX/XX/XXXX. Please note that Wells Fargo does not have access to the XXXX application and is not authorized to reserve, verify, or track rent-related payments. The XXXX Rewards program is independently owned and operated by XXXX and is not affiliated with Wells Fargo. For matters related to rent payments, rewards activity, or the XXXX platform, please contact XXXX directly. '' They randomly did credit me for an amount of + {$69.00} in XXXX when I first raised this issue, but they haven't done anything else since. So I also tried to escalate this at XXXX, but their response after MANY back and XXXX was " The XXXX " LAST STATEMENT XXXX FROM ACCT ENDING XXXX '' charge is a Wells Fargo account XXXX action they carried a statement balance from your old card to your new one. XXXX does not control or have visibility into that process, even though XXXX was a XXXX XXXX issued by Wells Fargo. '' i.e. WF is shifting blame to XXXX, saying that they aren't responsible for what happened prior to XXXX XXXX cutover, and XXXX is shifting blame to WF saying that the charge exists on WF account, not BILT.

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