Consumer complaint received 2026-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
When XXXX XXXX transitioned away from Wells Fargo, I followed all the steps to move to the new XXXX XXXX card and elected to transfer my balance. The XXXX email I received specifically stated : " If you choose to transition to the new XXXX XXXX XXXXXXXX, you'll be able to transfer any balance from your old Wells Fargo account. You may also close down your Wells Fargo account. '' It also said : " If you choose to keep your Wells Fargo account open, the old account will become an XXXX XXXX card with a different card number. '' Based on this, I understood that the XXXX conversion would only happen if I chose to keep the Wells Fargo account open. I did not choose that. I chose XXXX XXXX and elected to transfer my balance. Despite that, Wells Fargo automatically converted my old XXXX XXXXXXXX into a Wells Fargo XXXX XXXX XXXX that I never requested, activated, or used. My balance of {$4400.00} was supposed to transfer to the new XXXX card but instead stayed on the XXXX card. Wells Fargo sent all notices to my old address, so I had no idea this account existed until a debt collector called me. I paid the {$4400.00} immediately. I have XXXX on all my cards and have never missed a payment anywhere. I disputed the late fees and interest since they only exist because Wells Fargo sent notices to the wrong address on an account I never asked for. Wells Fargo waived part of the charges but refused to waive approximately {$35.00} in remaining interest. That {$35.00} has now ballooned to {$120.00} from additional late fees and interest on a closed account, while my complaint was still active. Nobody told me charges would keep accruing during the dispute. In their formal response, Wells Fargo tries to put the blame on me. They say it was my responsibility to keep my address updated. But I had no reason to update my address with Wells Fargo because I did not know this account existed. I had already transitioned to XXXX XXXX and updated my address with XXXX. They also say the conversion " did not require individual customer authorization, '' which means they converted my account into a completely different credit card product without my consent. This directly contradicts what XXXX told me. XXXX said the XXXX conversion would only happen if I kept the Wells Fargo account open. Wells Fargo says it happened regardless. What XXXX told me and what Wells Fargo actually did were XXXX different things, and I was caught in the middle. I went through Wells Fargo 's internal complaint process twice ( XXXX XXXX : XXXX ) and got the same denial both times. Their own representative agreed on the phone that this was a blunder, but the formal response calls the partial waiver a " courtesy '' and says no error was found. I told them I would escalate to the CFPB. They did not respond. I am asking Wells Fargo to waive the remaining {$120.00}, confirm the account is closed at XXXX, not report anything negative to the credit bureaus, and provide {$500.00} in compensation for the time and distress this has caused. Thank you for your time and kind attention!

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