Consumer complaint received 2026-05-28 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: TX

Complaint narrative:
As a long-time Wells Fargo credit card customer, I unexpectedly found myself facing serious financial complications over the past three months. In early XX/XX/year>, XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ), a registered business in New York, approached me regarding a XXXX XXXX XXXX position. As part of a two-week trial period, I was instructed to purchase products using my personal Wells Fargo credit card. XXXX XXXX assured me that they would reimburse all purchases through their XXXX XXXX XXXX XXXX account. They also stated that if reimbursement was not received, I could simply return the products before shipment, meaning I would not be exposed to financial risk. Following these instructions, I used my Wells Fargo credit card to make the purchases. XXXX XXXX successfully reimbursed the charges through their XXXX XXXX XXXX account during the trial period. Since Wells Fargo approved and processed all transactions without any warning or fraud alerts, I continued the purchasing activities until the trial period ended. However, in late XX/XX/year>, Wells Fargo suddenly suspended my credit card and closed my account, even though all related balances had already been paid by XXXX XXXX. This unexpected action left me confused regarding both the account status and the legitimacy of the transactions. Shortly afterward, I checked my Wells Fargo mobile app and discovered that my closed credit card account suddenly showed a large outstanding balance. I immediately visited a local Wells Fargo branch and reported the matter as fraud. Wells Fargo representatives opened a fraud investigation case ( Case ID : XXXX ) and informed me that they would contact me within two weeks. In XX/XX/year>, I began receiving phone calls from Wells Fargo representatives regarding the investigation. Initially, Wells Fargo claimed that I was not authorized to receive funds from the XXXX XXXX XXXX account used for reimbursement. In response, I provided them with the XXXX XXXX XXXX account statement showing that I had authorization, which likely explains why all reimbursement transactions were successfully processed during XXXX and XXXX. Later, Wells Fargo changed its position and stated that the XXXX XXXX XXXX account did not exist. Concerned by this contradiction, I visited a local XXXX XXXX XXXX branch and presented the XXXX XXXX bank statement. A XXXX XXXX XXXX associate informed me that the account had been inactive for a long period and advised me to file a police report. I subsequently filed a police report and also submitted a complaint to the FBI Internet Crime Complaint Center ( IC3 Complaint ID : XXXX ). I then contacted Wells Fargo representative XXXX XXXX XXXX XXXX ext. XXXX ) and shared the findings provided by XXXX XXXX XXXX. On XX/XX/year>, after Wells Fargo refused to restore my credit card account to its previous XXXX balance status, I filed a complaint with the Consumer Financial Protection Bureau ( CFPB Complaint ID : XXXX ). The following day, XX/XX/year>, a Wells Fargo representative, XXXX XXXX, contacted me and stated that the matter would be reviewed and that I would receive a response within 10 business days. However, on XX/XX/XXXX, XXXX XXXX informed me that Wells Fargo had determined this was not a fraud case and that no fraud had occurred on Wells Fargos side. This conclusion is deeply troubling and difficult to understand. When I originally reported that a large outstanding balance had suddenly appeared on my already closed credit card account, Wells Fargo itself classified the matter as a fraud investigation. According to Wells Fargo representatives, the reimbursement funds from the XXXX XXXX XXXX savings account could not be collected, so Wells Fargo reversed those payments and reapplied the balances to my closed credit card account without my authorization or prior notice. In addition, Wells Fargo added late fees and penalties to the closed account. On XX/XX/year>, I responded to Wells Fargo with three key facts : My credit card account had been closed with a XXXX balance. No additional transactions were made by me after the account closure. Wells Fargo shifted the financial burden back onto a former cardholder despite the account already being closed. Based on these events, I believe Wells Fargos credit card processing and dispute-handling procedures contain serious flaws, or that the system was handled in a way that unfairly victimized a former credit card customer.

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