Consumer complaint received 2026-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
This is a complaint against Wells Fargo - Wrongful Retention of Funds, Misrepresentation, and Obstructive Practices. I am filing this complaint against Wells Fargo regarding the failure to return a confirmed credit balance of {$2900.00}, combined with repeated misrepresentation, contradictory instructions, and unreasonable procedural barriers preventing access to my funds. This issue arose during the transition of the XXXX XXXX credit card program. - A credit balance of {$2900.00} was created on XX/XX/XXXX and acknowledged by Wells Fargo as owed to me. - I made my first refund request on XX/XX/XXXX, immediately after the overpayment posted. - Since then, I have had : XXXX calls with customer support ( XXXX hours total ) XXXX calls with the Executive Resolution team ( XXXX hours total ) - Despite this sustained effort over an extended period, I have not received my funds. I am a US national and U.S.-based customer who was temporarily outside my primary residence due to work obligations at the time of this issue. I clearly communicated this from the outset and explicitly requested that the funds be returned via ACH or wire transfer, as this was the only practical and secure method available to me at the time. Wells Fargo representatives showed a pattern of misrepresentation and contradiction : - Initially confirmed that, due to my circumstances, an exception would be made to return funds via ACH/wire transfer - Later reversed this position, with an Executive Resolution officer stating that a paper check was the only available method- I was subsequently informed that a check had been issued on or around XX/XX/XXXX, including a specific check number - However, Wells Fargo has failed to provide any verifiable proof of mailing, tracking, or delivery confirmation To verify this : - I arranged for access to my XXXX XXXX mailbox - Multiple letters from Wells Fargo were received ( postmarked XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) - None contained a refund check This directly contradicts Wells Fargos assertion that a check had already been sent. After I challenged the missing check : - Wells Fargo required me to submit a notarized affidavit ( at my own expense ) confirming non-receipt. - This requirement was imposed despite : - Wells Fargo having no evidence of successful delivery - My repeated requests for electronic transfer ( ACH/wire ) - No clarity was provided on whether a foreign notarization would be accepted - Wells Fargo then closed the case pending this affidavit, effectively withholding my funds indefinitely This represents an unreasonable and unjustified barrier to accessing my own money. Wells Fargos conduct raises serious concerns, including : - Wrongful retention of funds ( conversion ) - Repeated misrepresentation regarding issuance and delivery of a refund check - Unfair and deceptive practices, including contradictory information and shifting requirements- Failure to return a credit balance within a reasonable timeframe, despite multiple formal requests I have been deprived of {$2900.00} since XX/XX/XXXX- As of XXXX, this delay approaches XXXX full months, which is far beyond any reasonable timeframe for returning a credit balance - I have spent approximately XXXX hours on calls attempting to resolve this issue- I was forced to compromise my personal privacy by having a third party access my mailbox- I faced potential additional costs and uncertainty due to the notarization requirement while abroad This matter reflects a breakdown in basic account servicing obligations, including failure to return customer funds, inconsistent and unreliable communication, and unnecessary procedural obstruction. I am requesting immediate regulatory intervention and corrective action to ensure my funds are returned without further delay and that Wells Fargo is held accountable.

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