Consumer complaint received 2026-06-30 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
In early XX/XX/2026 ( I believe on XX/XX/XXXX ), after falling significantly behind on my Wells Fargo credit card because of difficult family circumstances, I contacted Wells Fargo to find a way to repay the debt. During that call, I was told I was being enrolled in a Payment Relief Program. The representative worked with me to set monthly payments that I could afford, approximately {$6000.00} per month. Based on what I was told, I understood that I had entered a formal payment relief program and that, as long as I made those agreed-upon payments, my account was being handled appropriately. From XXXX through XX/XX/2026, I made every payment on time and did not miss a single one. During that entire period, I received no communication from Wells Fargo indicating there was any problem with the arrangement or that my account remained at risk of being charged off. On XX/XX/2026, I received XXXX letters stating that my account had been charged off and reported to the credit bureaus because of the outstanding balance. Around the same time, I noticed that the Payment Relief Program had disappeared from my online account. The letters instructed me to contact Wells Fargo before XX/XX/2026, to avoid possible litigation. I called Wells Fargo on XX/XX/2026, expecting that this may have been an error based on the arrangement I believed I had entered in XXXX. Instead, the representative immediately focused on getting me to accept a settlement. Throughout the call, he repeatedly asked me for a verbal agreement but was unable to provide any written settlement terms for me to review beforehand. He stated that documentation would only be mailed after I agreed to the settlement. When I asked what had happened with my XXXX call, the representative reviewed the prior call notes and told me he believed I may not have been given the correct information at that time. Regardless, I had relied on what I was told in XXXX and believed I was successfully participating in a payment relief program by making every agreed-upon payment. I understand that I was responsible for the debt and that I had fallen behind before contacting Wells Fargo. My complaint is not about owing the money. My concern is that I acted in good faith by contacting Wells Fargo, accepting what I was told was a Payment Relief Program, and making every payment as agreed, only to later learn that my account had been charged off without any prior warning or communication that the arrangement was not protecting my account. I also have concerns about being pressured to verbally accept a settlement without first being provided written terms to review. I am requesting that Wells Fargo investigate what occurred during my XX/XX/2026 call, determine whether I was improperly informed about the nature of the payment program, explain why my account was charged off despite my timely payments under the arrangement I was given, and review whether the credit reporting associated with this account should be corrected if I was misled about the program 's effect.

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