Consumer complaint received 2025-06-06 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: MI

Complaint narrative:
Hello, My name is XXXX XXXX, and I would like to take a few moments of your time to bring to your attention a situation I find highly concerning. 

On XX/XX/XXXX I closed my Wells Fargo XXXX card with a XXXX dollar balance. Flash forward to XX/XX/XXXX when I received a bill in the mail for this same account for {$1000.00} dollars, it was a single charge for XXXX XXXX XXXX XXXX. The charge was dated for XX/XX/XXXX, which is nearly XXXX years after I had closed the account. 

I immediately reached out to the customer service at Wells Fargo to better understand the situation, they confirmed the account closed years ago and were just as confused as me. The only option they presented was dispute the charge. I declined as the charges were valid, I nor the hotel did anything wrong and I have no contractual obligation with Wells Fargo. A nice level 2 representative was nice enough to escalate the matter to the executive office on XX/XX/XXXX. 

Thursday XX/XX/XXXX was the first time I had any verbal communication with anyone at Wells Fargo executive office, the phone call from XXXX was short, stating the issue was being looked into and I would have a response by XX/XX/XXXX and if I have questions to contact her, and she provided her extension. 

XX/XX/XXXX I called the extension for XXXX at the close of the business day and she was unavailable, I spoke to two other intake representatives who were unable to provide any information. I expressed how I was receiving emails saying my account was past due and wanted to make sure this wouldnt affect my credit, one employee said I should just pay the balance. 

XX/XX/XXXX I called around XXXX XXXX XXXX and XXXX again was unavailable, the representative told me she will have a manager reach out to me. Later in the evening I reached out to customer service to try to get documents saying my account was closed and paid full in XX/XX/XXXX, something that will take 10-15 business days. 

XX/XX/XXXX in the morning I called the executive office again and XXXX was still unavailable and they would have another manager reach out to me. I then called customer service to have them send me my statements as I have no account access online and I wanted detailed information about my account leading up to its closure in XXXX. 

XX/XX/XXXX around XXXX I called the executive office again checking to see if there was anyone I could talk to, I eventually got transferred to I believe her name was XXXX XXXX she answered the phone and was apologetic, stating XXXX was on a medical leave and the case was just transferred to her. She then told me right away she filed a dispute on the transaction as it was clearly fraud. I explained to her how can she do that when no one has reach out to me at any point since XX/XX/XXXX to investigate anything, nor have they contact the hotel. 

She told me this was clearly a case of fraud as how can a closed account have a charge XXXX years later. I then took the time to explain to her what exactly happened, something I would have explained had anyone taken the time to reach out and ask. 

I book a hotel stay at the XXXX XXXX in XXXX XXXX XXXX for the end of XXXX to early XXXX, in the app I had my Wells Fargo card as my primary and only card authorized to secure/pay for the booking. Upon arrival I gave them another card to charge for the hold and stay, however weeks later I realized they charged my closed Wells Fargo card. I had 100 % authorized them to charge this Wells Fargo card. 

XXXX said they needed to file a dispute as they dont have any other protocols as this has never happened before. I explained to her I feel Wells Fargo is 100 % liable as they should have never allowed any charges to go through on an account I closed years ago. And that filing a fraud dispute on the charge is not only wrong but fraudulent. I went on to explain how if they took the money from the hotel I would have an unpaid bill in XXXX XXXX which is against the law and I would be subject to arrest. I then went on to explain the legalities involved. 

XXXX expressed that she would make sure no money was taken from the hotel without notifying me first. However the hotel is being contacted about a charge they did nothing wrong on, Wells Fargo is 100 % liable for charges they allowed to go through on an account that was closed years ago, I have no contractual commitment with Wells Fargo in any form at the current time. 

XXXX, a case manager from Wells Fargo called me XX/XX/XXXX and informed me that Wells Fargo was working on reversing the charge and leaving me liable to for hotel charge that they allowed to go through. In his words, that was Wells Fargo making it right. I disagreed, saying that Wells Fargo should be fully responsible for the charge they mistakenly allowed through. Reversing a charge in XXXX XXXX would be considered an unpaid bill and would leave me subject to arrest under current Saudi law. 

I am hoping reaching out to the CFPB will help facilitate a quicker response and hold Wells Fargo liable. 

I have provided attached my statement of the credit card account described above. 

Please reach out to me via email or call if you have questions XXXX Wells Fargo case number XXXX

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