Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
THIS COMPLAINT DOCUMENTS A CONTINUING FCBA VIOLATION SPANNING XX/XX/XXXXXXXX TO XX/XX/XXXX, AND IT IS NOT A DUPLICATE This complaint does not repeat any prior request for records or relief. It reports a single, independently actionable pattern : over a period of 10 months and across 20+ formal communications, Wells Fargo has never provided the written explanation required by 15 U.S.C. 1666 ( a ) ( B ) ( ii ) for a specific billing error on my credit card account ending in XXXX ( formerly XXXX ). 1. THE BILLING ERROR On XX/XX/XXXX, Wells Fargo posted an " ADJUSTMENT-PAYMENTS '' debit of {$5900.00} to my account. This entry has no corresponding prior credit in the billing cycle. No payment of {$5900.00} was returned, reversed, or dishonored on that date. XXXX XXXX XXXXXXXX 's certified ACH records confirm my XX/XX/XXXX, autopay of {$5900.00} was returned on XX/XX/XXXX, which was eleven days before WF posted the adjustment. WF 's own XX/XX/XXXX, XXXX letter falsely stated the return occurred on XX/XX/XXXX. That date is fabricated. This single unexplained debit is the root cause of approximately {$12000.00} in disputed charges on my account, including a second phantom debit of {$6100.00} in XX/XX/XXXXXXXX and over {$1000.00} in cascading interest. 2. THE FCBA REQUIRES ONE THING WF HAS NEVER PROVIDED Under 15 U.S.C. 1666 ( a ) ( B ) ( ii ), when a creditor determines that no billing error occurred, it must mail the consumer " a written explanation or clarification... setting forth... the reasons why [ it ] believes the account... was correctly shown, '' supported by documentary evidence of indebtedness. This is not optional. It is a statutory condition precedent to the creditor 's right to collect the disputed amount and to report it as delinquent. The question WF must answer is simple : Which specific payment did the XX/XX/XXXX, ADJUSTMENT-PAYMENTS debit of {$5900.00} reverse? WF has never answered this question. Not once. Not in any forum. Here is the complete record : XX/XX/XXXX XXXX letter # XXXX. No explanation of the XX/XX/XXXX adjustment. XX/XX/XXXX XXXX letter # XXXX. No explanation. XX/XX/XXXX XXXX letter # XXXX. No explanation. XX/XX/XXXX XXXX letter # XXXX. No explanation. XX/XX/XXXX XXXX letter # XXXX. Contains a false return date of XX/XX/XXXX, contradicted by XXXX records showing XX/XX/XXXX. Does not identify which payment the adjustment reversed. XX/XX/XXXXXXXX XXXX letter # XXXX ( XXXX XXXX ). Closes account as a " business decision. '' States WF found " no evidence of fabricating monthly billing statements. '' Does not identify which payment the adjustment reversed. Declares all future correspondence will be " disregarded. '' XX/XX/XXXXXXXX XXXX XXXX letter # XXXX. " Highest level '' final closure. No explanation. XX/XX/XXXXXXXX CFPB complaint XXXX. Demanded GL extract and payment trace. WF response ( XX/XX/XXXX ) : identical boilerplate about Bilt-to-Autograph card conversion. No explanation of the adjustment. XX/XX/XXXXXXXX CFPB complaint XXXX. Demanded line-by-line ACH trace IDs. WF response ( XX/XX/XXXX ) : same boilerplate. References " {$60000.00} '' a dollar amount that appears in no filing, proving no review occurred. XX/XX/XXXXXXXX CFPB complaint XXXX. Demanded interest refund. WF response ( XX/XX/XXXX ) : same boilerplate. Interest was never mentioned. XX/XX/XXXXXXXX CFPB complaint XXXX. Reported new FCRA violation ( XXXX XXXX ). WF response ( XX/XX/XXXX ) : same boilerplate. XX/XX/XXXXXXXX CFPB complaint XXXX. Reported retaliatory adverse action. Marked duplicate within 48 hours. XX/XX/XXXXXXXX CFPB complaint XXXX. Reported XXXX non-response and contradictory delay tactics. WF response ( XX/XX/XXXX ) : same boilerplate. XXXX complaint # XXXX. XXXX failed to respond to XXXX phone inquiries. Same XX/XX/XXXX boilerplate eventually filed. XXXX XXXX dispute cycles ( Conf. # XXXX, # XXXX, # XXXX, # XXXX ). In XX/XX/XXXX, WF corrected 10 months of historical balances aligning them with my reconstruction but left the headline balance inflated. By XX/XX/XXXX, the balance on the closed account had increased to {$12000.00}. WF marked the dispute as " resolved '' even though it is the subject of active XXXX arbitration. That is XXXX XXXX letters, XXXX CFPB complaints, XXXX XXXX complaint, and XXXX XXXX disputes. XXXX formal opportunities. Zero explanations. 3. THE LEGAL CONSEQUENCE OF NONCOMPLIANCE Under 15 U.S.C. 1666 ( e ), a creditor who fails to comply with the FCBA 's investigation and explanation requirements forfeits the right to collect the first {$50.00} of each disputed amount and all finance charges attributable to the disputed amount. WF has forfeited this right. Under 15 U.S.C. 1666a ( a ), a creditor may not report a disputed amount as delinquent while the billing error investigation is pending. WF has never completed a compliant investigation, yet has verified balances of {$11000.00} and {$12000.00} to XXXX, including as recently as XX/XX/XXXX. Under 15 U.S.C. 1666i, a creditor may not take adverse action against a consumer for exercising FCBA dispute rights. WF closed my account on XX/XX/XXXXXXXX three weeks after my XX/XX/XXXX CFPB complaint characterizing it as a " business decision. '' XXXX. WHAT I AM REQUESTING I am not requesting records, traces, or ledger extracts in this complaint. I am requesting that the CFPB : ( a ) Recognize that WF has failed to provide the written explanation required by 1666 ( a ) ( B ) ( ii ) across 20+ communications over 10 months. ( b ) Determine whether WF 's use of identical boilerplate responses across complaints addressing different statutory violations constitutes a systemic failure to conduct reasonable investigations. ( c ) Refer this matter to the CFPB Enforcement Division. ATTACHMENTS Wells Fargo resolution letter dated XX/XX/XXXXXXXX ( XXXX XXXX, XXXX ) identical response sent to all complaints Wells Fargo XXXX letter dated XX/XX/XXXXXXXX ( XXXX XXXX ) account closure and refusal of future correspondence XXXX dispute results dated XX/XX/XXXXXXXX ( Conf. # XXXX ) showing {$12000.00} balance verified

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