Consumer complaint received 2026-01-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: WELLS FARGO & COMPANY
State: TN

Complaint narrative:
I have been a Wells Fargo customer since approximately XXXX, when I opened my first personal bank account while in XXXX  Over time, I also opened a Wells Fargo credit card and maintained a strong payment history. 

In XX/XX/XXXX, Wells Fargo sent notices stating that my credit card would be closed for inactivity if it was not used by XX/XX/XXXX. At the time, I was living abroad and did not see these notices immediately. While temporarily back in the United States, I used the credit card on XX/XX/XXXX and XX/XX/XXXX, and those charges were approved and posted successfully. 

Despite this activity, Wells Fargo closed the credit card on XX/XX/XXXX. I did not receive a notice confirming that the account had been closed. After this closure, the credit card disappeared from my online Wells Fargo account, and I no longer had the ability to view the balance, access statements, or make a payment online. 

The next communication I received regarding the credit card was an email stating that a payment was due. When I clicked the Pay Now link in that email and logged into my Wells Fargo account, the credit card account was not visible, and there was no way for me to view or pay the balance. I attempted to make payment using the Pay Now links provided in Wells Fargos email notices, but was unable to access or view the account online. I did not receive any phone calls or voicemail messages regarding the delinquency. This occurred while I was still living abroad. 

Over the following months, late payments were reported, and the account was eventually charged off. I was not aware of the severity of this situation until I later attempted to refinance my mortgage and discovered the late payments and charge-off on my credit report. 

When I contacted Wells Fargo, I was told that I could only work through the collection agency to which the account had been assigned. I contacted the collection agency and disputed the balance, as I had lost visibility to the account and was unsure whether the balance was legitimate. At their request, Wells Fargo mailed statements to my address on file. After reviewing those statements, I confirmed that the charges were legitimate and expressed willingness to resolve the balance. 

Wells Fargo later stated that paper statements were mailed to the address on file, which was my in-laws home in Colorado. While that address was on file while I was living abroad, I did not personally receive those statements. After returning permanently to the United States in XX/XX/XXXX, I relocated to Tennessee and never resided at the Colorado address again. At no point was I notified that the account had transitioned to paper-only communication or that my online access had been removed. 

Wells Fargo also explained that once the account was closed, all communication transitioned to paper statements. I was not notified of this change, and my online access was removed without providing an alternative method to view or pay the balance electronically. 

I later escalated the matter directly with Wells Fargo, explaining that the delinquency resulted from the account being closed and my loss of online access, which prevented me from viewing statements or making timely payments. Wells Fargo responded that they had not technically violated their contract and therefore would not adjust the credit reporting. 

My primary concern is that the account was closed despite being used, and that I lost all online visibility and payment access immediately after closure. Had I retained access to the account, the balance would have been paid and would not have become delinquent. 

This is the only negative item on my credit report. I have otherwise maintained an excellent payment history with Wells Fargo and all other creditors. I am requesting a goodwill adjustment to remove the late payments and charge-off from my credit report due to circumstances outside my control. I am willing to settle the outstanding balance and am seeking restoration of my prior good standing. 

Summary Timeline : XX/XX/XXXX : Moved abroad without the credit card XX/XX/XXXX : Received first email stating the credit card would be closed if not used by XX/XX/XXXX XX/XX/XXXX : Received a second notice stating the credit card would be closed if not used by XX/XX/XXXX XX/XX/XXXX : Received email stating the credit card had a XXXX balance ; no notice indicated the account had been closed XXXX XXXX XXXX  : XXXX charges posted successfully to the credit card XX/XX/XXXX : According to Wells Fargo, this is the date the credit card was formally closed XX/XX/XXXX : Received email stating a payment was due ; clicking the Pay Now link did not allow access to the account XX/XX/XXXX : Returned permanently to the United States and relocated to XXXX

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