Consumer complaint received 2026-06-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: WELLS FARGO & COMPANY
State: KY

Complaint narrative:
Subject : Formal Complaint Regarding Wells Fargo Credit Card Account and Payment Issues I am submitting this complaint regarding ongoing issues with my Wells Fargo credit card account, repeated failures by Wells Fargo representatives to resolve those issues, and the negative impact these problems have had on me. As soon as I received my Wells Fargo credit card, I created an online account and attempted to set up automatic payments from my XXXX XXXX checking account. I believe this was around XX/XX/year>. On XX/XX/year>, I received an email stating that my credit card payment was due. This surprised me because I believed automatic payments had already been established. I logged into my account and discovered that automatic bill pay had not been set up. I attempted to set it up again but was unable to do so. I then contacted Wells Fargo customer service. Over the course of several weeks, I spoke with approximately XXXX different representatives across multiple departments. The first several representatives attempted to help me set up automatic payments but were unable to resolve the issue. Each time I requested to speak with a supervisor or XXXX, I was either placed on hold and disconnected or transferred to another representative. When I called back, I was repeatedly told that representatives could not see the notes from previous calls. During XXXX call, I was told that I could make a payment at a local Wells Fargo office. I searched online and found a Wells Fargo location approximately XXXX miles away. After traveling there, I was informed that the office only handled investments and did not provide banking services. I was then told that the nearest full-service Wells Fargo branch was located in XXXX, Tennessee, XXXX XXXX miles away. I believe I was provided inaccurate information by Wells Fargo representatives. Another representative informed me that my payment attempts failed because I had not verified micro-deposits associated with my XXXX Bank account. The representative had me delete the linked account and walk through the setup process again. During this process, the Wells Fargo system identified my XXXX XXXX account as a business account. The representative stated this was a problem and instructed me to contact my bank. I contacted XXXX XXXX and was informed that the account was a personal checking account. The bank representative further stated that even if it were a business account, it should not prevent payments from being made. I currently use the same account successfully for my water bill, electric bill, and a XXXX credit card without any issues. I contacted Wells Fargo again and spoke with the department responsible for online credit card payments. I was told that after deleting and re-adding the account, I would receive a second set of micro-deposits that would need to be verified. I requested to speak with a supervisor or XXXX but was told it could take up to XXXX hours to receive a callback. A few days later, I received a call from a representative in the complaints department rather than management. The representative advised me to sign up again and verify the micro-deposits. I specifically asked whether deleting and re-adding the account would generate a second set of micro-deposits. The representative said he would research the issue and call me back. He later confirmed that I would need to wait for the second set of deposits. Those deposits never arrived. Over the following weeks, I spoke with several additional representatives. Each promised that management would contact me, but I never received a call from a XXXX. On XX/XX/year>, I called Wells Fargo and was transferred to XXXX XXXX XXXX. I spoke with a representative named Deaushane ( Representative ID XXXX ), who stated that account maintenance was required and that the process could take up to XXXX business days. I was also informed that I could not speak directly with management. I later received an email from Wells Fargo referencing Case Number XXXX and requesting additional information. On XX/XX/year>, I called Wells Fargo regarding that case number. The representative informed me that the case number was invalid and could not answer my questions. After further review, another representative located a case and provided contact information for XXXX XXXX XXXX left XXXX a voicemail requesting a return call. XXXX later returned my call and referenced XXXX XXXX XXXX. During that conversation, XXXX informed me that Wells Fargo does not allow automatic bill payments from XXXX XXXX accounts. This directly contradicted information I had previously received from other Wells Fargo representatives. I also spoke with XXXX, a XXXX, at XXXX. However, despite leaving messages and requesting updates, I did not receive return calls. On XX/XX/year>, my caller ID showed an incoming call from Wells Fargo. When I answered, nobody spoke. I expected a follow-up call, but none was received. On XX/XX/year>, I left XXXX another message explaining the missed call and requesting an update. I never received a response. On XX/XX/year>, I contacted Wells Fargo again. The representatives immediately requested payment but were unable to provide any meaningful update regarding the underlying issue. One representative stated there were no notes on my case. I was repeatedly interrupted while attempting to explain the situation and was transferred multiple times without resolution. At this point, I have lost confidence in Wells Fargo 's ability to properly manage my account or resolve this issue. I only applied for this credit card because of the advertised {$200.00} promotional bonus and cash-back rewards. Wells Fargo ultimately suspended my card before I could complete the final {$25.00} in spending required to earn the bonus. As a result of Wells Fargo 's failure to properly establish or process payments, I believe my credit has been negatively affected. I attempted in good faith to set up automatic payments and repeatedly sought assistance when problems arose. The issue was never resolved despite numerous phone calls and promises of follow-up. I am requesting the following : Removal of all late fees, penalties, and interest charges related to these payment-processing issues. Removal of any negative credit reporting associated with these events. Payment of the {$200.00} promotional bonus that I would have earned had Wells Fargo not restricted my account. A complete written explanation of what caused these payment setup failures. Closure of my Wells Fargo credit card account after all outstanding balances are paid. Written confirmation that Wells Fargo will cease further business solicitations and marketing communications after the account is closed. I have made repeated good-faith efforts to resolve this matter. Wells Fargo representatives provided conflicting information, failed to return promised calls, refused or failed to connect me with management, and repeatedly transferred me between departments without resolving the issue. I respectfully request a prompt investigation and written response.

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