Consumer complaint received 2026-07-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Complaint Against Wells Fargo Bank , N.A .

Subject : Forfeiture of Approximately {$2300.00} in Earned Cash Rewards Following Closure of My Wells Fargo Accounts I respectfully request that the Consumer Financial Protection Bureau investigate Wells Fargo Bank? s refusal to honor approximately {$2300.00} in earned Cash Rewards after the Bank terminated my banking relationship. 

Background I have been a Wells Fargo customer and maintained both a checking account and a Wells Fargo Visa credit card. 

On XX/XX/XXXX, Wells Fargo sent me a letter informing me that, following an internal review conducted for the purpose of managing risk in its banking operations, the Bank had decided to terminate my banking relationship and close my checking account. 

The letter stated that the Bank? s decision was final. However, the letter did not accuse me of fraud, money laundering, abuse of the account, or any illegal activity. It also did not state that I had violated my Customer Agreement. 

I complied with the Bank? s request and closed my checking account at a Wells Fargo branch and withdrew my remaining funds. 

On XX/XX/XXXX, Wells Fargo sent me another letter notifying me that my Wells Fargo Visa credit card account had also been closed. 

At the time my credit card was closed, I had accumulated approximately {$2300.00} in Cash Rewards. Those rewards had already been earned and were immediately redeemable before my account was closed. 

However, Wells Fargo refused to allow me to redeem those rewards. 

The XX/XX/XXXX letter merely states :? If you have a rewards account, it may have been closed and any unredeemed rewards associated with this credit card account may have been forfeited, except where prohibited by law.? 

The Bank never explained :? whether my rewards were actually forfeited,? why they were forfeited,? which Rewards Program provision authorized the forfeiture,? or why earned and redeemable Cash Rewards were withheld. 

Customer Agreement Review I carefully reviewed the Wells Fargo Consumer Credit Card Customer Agreement & Disclosure Statement.

The Agreement states that Wells Fargo may close a credit card account at any time.

However, I could not find any provision in the Customer Agreement stating that Wells Fargo may automatically confiscate or forfeit already-earned and redeemable Cash Rewards simply because the Bank decided to close the account. 

If Wells Fargo relies on a separate Rewards Program Agreement, the Bank has never identified that agreement or the specific provision that authorizes forfeiture of my rewards. 

My Request I respectfully request that CFPB require Wells Fargo to : 1.Confirm whether my approximately {$2300.00} Cash Rewards were forfeited.

2.Identify the exact provision of the Wells Fargo Rewards Program Terms and Conditions that authorizes forfeiture under my circumstances.

3.Explain why my already-earned and redeemable Cash Rewards were not paid to me.

4.Restore or pay my approximately {$2300.00} Cash Rewards if Wells Fargo can not demonstrate a valid contractual or legal basis for withholding them.

5.Provide a complete written explanation supporting its decision.

Conclusion I am not challenging Wells Fargo? s right to close my accounts. 

My complaint concerns the Bank? XXXX refusal to honor approximately {$2300.00} in Cash Rewards that had already been earned and were available for redemption before my account was closed. 

I respectfully ask CFPB to review this matter and require Wells Fargo to provide a complete explanation and appropriate relief. 

Thank you for your time and assistance. 

Sincerely, XXXX XXXX XX/XX/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