Consumer complaint received 2026-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
I have been on hold, transferred, and sent back to the main menu since XX/XX/year>. When I try to call and escalate, I am explaining my situation repeatedly for about 40 minutes each phone call. I have had this situation escalated to the executive branch, and when they denied giving back money that got refunded to a closed account, he said he could not explain the reasoning and that was the responsibility of a different department. When I asked to get proof the account was already paid off, he again said that was a different department and gave me a phone number. I gave a call, and they said they couldnt look into the account or see anything because it was closed. I went into the branch to get help. They had me sit at a desk and call the same numbers I had been calling. I was told they would send me the information I requested through the mail, to wait a month, and instead they sent me a generic letter stating the account was closed. Wells Fargo is inaccurately reporting my account as charged off and settled for less than the full balance and appears to be reporting that over {$10000.00} was written off or forgiven, which I dispute as inaccurate. I specifically requested : - a copy of the settlement agreement, - payment/accounting records, and documentation supporting the amount allegedly discharged or charged off. Instead of providing the requested documentation, Wells Fargo sent only a generic form letter stating : Final payment received for your settlement account and this account has been charged off and settled for less than the full balance. The letter does not provide : -the settlement terms, -original balance, -payment calculations, -amount allegedly forgiven, -or documentation supporting what was furnished to the credit bureaus. In addition, Wells Fargo retained approximately {$2000.00} in refund funds after the account had already been legally closed/resolved. I have not been provided a valid accounting or legal explanation supporting Wells Fargos retention of those funds despite requesting clarification. I formally dispute : -the accuracy of the amount Wells Fargo is reporting as written off/forgiven, -any inaccurate charge-off or settlement reporting, and Wells Fargos retention of refund funds after closure of the account. Wells Fargo has failed to provide adequate validation/documentation despite multiple requests. I am requesting : 1. A complete copy of the settlement agreement 2. Full payment/account ledger 3. Original balance and final balance calculations 4. Exact amount allegedly forgiven/discharged 5. Copies of information furnished to all credit reporting agencies 6. A full accounting regarding the retained refund funds 7. Correction or removal of any inaccurate reporting 8. I am requesting reimbursement of the approximately {$2000.00} that Wells Fargo retained after the account was resolved and closed, as Wells Fargo has failed to provide documentation supporting its retention of those funds.

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 non-monetary relief