Consumer complaint received 2026-05-04 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I have held a Wells Fargo Home Projects credit card account ( ending XXXX ) for over five years with no late payments prior to this dispute. In XX/XX/XXXX, I financed a purchase under a " No Interest if Paid in Full with Payments '' promotional plan with a Special Terms End Date of XX/XX/XXXX. I am enrolled in paperless billing and manage this account exclusively through the Wells Fargo online portal. I do not open PDF estatements, and Wells Fargo 's own interface treats them as optional. They are accessed via a secondary link rather than presented in the primary account view. My complaint is specifically about the design of the online payment flow during the final months of the promotional period. When I logged in to make payments in XXXX and XX/XX/XXXX - the two billing cycles immediately preceding the XX/XX/XXXX expiration - the online dashboard and the " Make a Payment '' flow did not display any visible alert, banner, countdown, or warning indicating that a deferred interest charge of approximately {$7800.00} would post if the promotional balance was not paid in full by XX/XX/XXXX. The minimum payment due was presented as the prominent payable amount, with no interface-level indication that paying only the minimum would trigger a retroactive interest assessment exceeding 50 % of the original principal. This is not a question of whether Wells Fargo could have surfaced the promotional expiration date in the primary XXXX. They had already built the surface for exactly this kind of disclosure. The account dashboard prominently displays " Minimum payment due, '' " Past due amount, '' " Last statement balance, '' " Last payment received, '' " Next statement date, '' and " Autopay '' status. The promotional expiration date - the single most financially consequential field for any customer with an active deferred-interest promo- is conspicuously absent from this same panel. The data exists, the XXXX surface exists, and the design pattern for displaying date-specific payment information is already established. The choice not to include the promo expiration date in this disclosure panel is the deceptive design at issue. I have attached screenshots of the current account dashboard, payment flow, and post-payment confirmation screen to demonstrate this. Wells Fargo possesses the complete data ( promotional balance, expiration date, customer ID, payment history ) required to surface a targeted in-app warning during the payment flow. The omission of such a warning from the primary digital interface, while burying the disclosure in PDF estatements that the paperless-enrollment design itself discourages customers from opening, constitutes a deceptive digital design practice. The result was a {$7800.00} retroactive interest charge on the XX/XX/XXXX statement, followed by a {$40.00} late fee and {$350.00} in additional standard interest on the subsequent statement. I acknowledge that the PDF statements contained the disclosure. My complaint is that the online portal - the channel Wells Fargo directed me to use, and the channel through which I actually managed this account- did not surface the disclosure at the point of payment, where it would have been actionable.

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