Consumer complaint received 2026-03-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: WELLS FARGO & COMPANY
State: VT

Complaint narrative:
Case # XXXX ( they may try to say they closed the case, but it's not closed in my eyes. ) The account was paid in full and CLOSED last XXXX XXXX after a major issue ; see the prior complaint from last year, where they said I couldn't pay with a balance transfer. Cleared that up. Then they kept giving me the wrong address to send it to and not accepting the payment. I am attaching some recent letters, but I do have a letter stating the account was closed last year. I will try to find it in my filing cabinet. I also have XXXX XXXX reported in XX/XX/XXXX ; it was a closed account, and I confirmed that it was closed. I don't know what other Wells Fargo account could even be, if not this one. I had to work with someone from XXXX ( XXXX in TX ) for weeks to get the payment taken care of, to get them to waive interest, and to get them to actually close the account. It was a nightmare and lasted weeks. XXXX was great, but the others were horrible. NOW, about a month ago, I got a bill in the mail for what seems like that account that was closed. I called to see why this account is being charged when it should be 100 % closed. The charge was for a membership I have on autopay, and I forgot to change the payment type. I told the Wells Fargo XXXX that this account was closed last XX/XX/XXXX, paid in full, and that a charge should not have gone through. She kept trying to say- well, did you actually close the account? I said Yes! I explained the nightmare that it was to get it paid in full to close the account, and there is no doubt in my mind that it was 100 % closed. Then she brought up shutting a card off vs closing acct, and just started to say that just because I shut the card off, it doesn't mean the account is closed, I said I didn't do that, I closed the account, why else would I pay it off in full and go through everything I did for several weeks to not close the account. Even so, if a card is shut off, charges should not go through. That's the whole point of having the option to turn cards off, right? But I closed the account. I know the difference. I did not want the account open or any possibility of it being used. I was clearing up debt ; it was very important. It makes no sense even to bring that up, but there's so much more... So, they say they will enter it as fraud to wipe it away, and I said that its fine, but first I want to be sure the company I have the membership with won't be hit for any fraud mark because it's not their fault the charge went through, it was Wells Fargo 's fault. I asked why they couldn't just mark it as a mistake on their end, but they wouldn't give me a clear answer. They give me a run around, but I was under the impression they were continuing to wipe it away with the fraud remark, and then she says, " Some of this XXXX not apply to you, but I have to read it, '' and she starts reading stuff about sending me a new card and stuff. And I'm like, why would they even be talking about sending me a new card in a situation like this?? I asked her how that even comes up in this situation, when it's nothing even close to that, and saying it XXXX not apply makes no sense either way. I finally talked to a man from XXXX who said he would take care of the charge, make sure the account is closed, and that the company I have the membership with won't be hit with any marks for fraud. I mentioned XXXX in TX to this guy in Escalation, talking about the first nightmare regarding this, and that she would confirm this acct was supposed to be closed, and he acted like he knew who I was talking about. So, then I saw on XXXX of the letters I got that it was from a XXXX in SD ( South Dakota? ). Like trying to trick me, it seems, into thinking it was XXXX from TX that helped me last time. I also asked him why they would say they have to read something that says they're sending me a new card, and all this info that doesn't pertain to me XXXX bit, and he gives me some vague reply/excuse. I told him they really shouldn't do that, it's very confusing and has nothing to do with this situation at all, not even close. I literally say good riddance and that I will never recommend or use them again. THEN I get XXXX letters in the mail with the same bill! I'm about to have a XXXX XXXX. At the top of the letter, it shows : Account number ending in : XXXX, previously XXXX The next part of the letter doesn't mention account numbers with the dates they are talking about - the letter says I didn't ask for the card to be closed XX/XX/XXXX, ( the first time I called this year after receiving the bogus bill ), that it was closed XX/XX/XXXX ( when I had to call a XXXX time ) then the letter says ( without specifying an acct number ) that the card was turned off XX/XX/XXXX and continues to say : Be advised that turning off your card will not stop card transactions presented as recurring transactions or the posting of refunds, reversals or adjustments. Then say they have waived the {$25.00} late fee, but I still need to pay the {$110.00} membership charge. First of all, they opened a new account I knew nothing about/without my consent, ending in a different number! I never even received a new card or anything about it! The autopay membership charge should have just been declined if it was trying to charge XXXX because they say the card was just turned off, when 100 % the account was closed. I will find that letter, I remember keeping it because I KNEW something like this would happen, I KNEW IT! As I just looked at the letter again, I see it says that " I declined to have the charge entered as fraud, and that is when they opened the new account with the XXXX number '. That makes no sense, and I didn't decline it. I said I wanted to be sure the company I have a membership with would not be marked as fraudulent. That would be very clear on the phone recording. This is not about {$110.00} ; I can pay that all day. It's the moral of it. They are trying to scam money, time, and time again. I know they dragged on me paying in full last year and closing the account as long as they could because the interest was about to hit, which would have been a lot on a {$4000.00} balance with probably 28 % interest. I made sure to fight that too, because it ended up going past the date. I told XXXX from TX I was worried about that, and she said she would make sure because we were in the midst of litigation. So, this " new '' bogus bill has apparently put a late payment mark on my credit. I have 100 % perfect payment history, so this is NOT ok. I am furious, and this is causing me SOOOOO much anxiety and stress. I am filing a complaint with the BBB and may even reach out to a lawyer or other companies that deal with this sort of thing, especially since Wells Fargo is well known for this type of fraud. I told Wells Fargo on the phone that I felt harassed and bullied, and that they can go back and listen to the phone recordings ; they seem only to do that when it benefits them. I know 1,000,000 % there was no question the account was closed last XXXX XXXX. The amount of stress this has caused me is just unreal.

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