Consumer complaint received 2025-10-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
bXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXTo:\nConsumer Financial Protection Bureau\nXXXX XXXX XXXX XXXX XXXX XXXXSubject: Urgent Rebuttal to Wells Fargo\'s Deceptive and Factually Incorrect Final Response\nCFPB Case Numbers: XXXX XXXX and all related cases.\nWells Fargo Bilt Mastercard Account: XXXX XXXX XXXX XXXXn\nDear Sir or Madam,\n\nI am writing in absolute dismay to formally and emphatically rebut the final response from Wells Fargo, dated XXXX XXXX XXXX. Their letter is not a good-faith investigation; it is an exercise in deception that relies on fabricated information to justify their systemic billing failures.\n\nWells Fargo\'s entire defense rests on a single, provably false claim. They have invented new dates for my returned payments to create a misleading timeline. This is not a mistake; it is a deliberate attempt to mislead your office and avoid accountability. I have the bank records to prove it.\n\nThe Core Deception: Wells Fargo Has Fabricated Key Dates\nThe central pillar of Wells Fargo\'s argument is that my returned payments occurred after their billing statements were generated. To support this, they have invented dates out of thin air.\n\n1. The XXXX XXXX Payment Failure:\n\nWells Fargos Fabricated Claim: "The payment processed on XXXX XXXX XXXX, for XXXX, was then returned on XXXX XXXX XXXX..."\n\nThe Verifiable Truth: This is a lie. My enclosed Bank of America statement for March proves the payment was RETURNED on XXXX XXXX XXXX. This is four days before Wells Fargo\'s statement was generated on March 18th. Their statement was inaccurate the moment it was printed.\n\n2. The XXXX XXXX Payment Failures:\n\nWells Fargos Fabricated Claim: "The payment for XXXX was returned on XXXX XXXX XXXX.." and the payment for XXXX was returned on XXXX XXXX XXXX"\n\nThe Verifiable Truth: This is also false. My XXXX XXXX XXXX statement for XXXX proves these payments were RETURNED on XXXX XXXX and XXXX XXXX XXXX respectively. This is well before their statement was generated on XXXX XXXX.\n\nThis is the "smoking gun." Wells Fargo\'s entire argumentthat the statements were accurate at the time and that interest charges are validis built on a foundation of lies. They are not addressing a discrepancy; they are actively creating a false narrative.\n\nDismantling Wells Fargo\'s Flawed Conclusions\nBecause their premise is false, all of their conclusions are invalid.\n\nOn "Accurate Statements": A statement that reports a failed payment as successful is, by definition, materially inaccurate. Their refusal to issue corrected statements is a refusal to correct their own false records.\n\nOn "Valid Interest": The XXXX in interest (as of the XXXX XXXX statement) is a direct and sole consequence of being misled by these inaccurate statements. You cannot create a problem through a systemic reporting failure and then claim the financial penalties for your customer are legitimate.\n\nOn "Correct Credit Reporting": Wells Fargo is violating the FCRA by furnishing inaccurate data and then shirking their responsibility by telling me to "contact the consumer reporting agencies directly." The failed Equifax investigation I submitted previously proves this is a dead end and that Wells Fargo is the source of the bad data.\n\nDemand for Regulatory Intervention\nWells Fargo has not conducted a good-faith investigation. They have ignored clear evidence, invented false information in a formal response to a regulatory complaint, and continue to charge me interest based on their own errors. This demonstrates a stunning lack of internal controls and a culture of blaming the customer.\n\nThis is no longer just a billing dispute. It is a case of a major financial institution providing false information to both its customer and its regulator.\n\nI urge the CFPB to reject Wells Fargo\'s findings and compel them to provide the only fair resolution:\n\nA full refund of all interest charges, which now exceed XXXX.\n\nThe issuance of corrected statements for all affected months (XXXX XXXX XXXX XXXX).\n\nA formal directive to all credit bureaus to correct my credit files and written confirmation to me that this has been done.\n\nAn explanation for why they knowingly provided false information in an official complaint response.\n\nI have been patient and diligent in providing evidence. Wells Fargo has responded with deception. I trust the Bureau will hold them accountable.\n\nSincerely,\n\nHenggao Cai\n\nEnclosures:\n\nCopy of Wells Fargo\'s Response (dated XXXX XXXX XXXX)\n\nAll previously submitted Wells Fargo and XXXX XXXX XXXX statements proving the actual return dates.\n\nCopy of the failed Equifax investigation results.'

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