Consumer complaint received 2026-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: WELLS FARGO & COMPANY
State: MA

Complaint narrative:
COMPLAINT AGAINST WELLS FARGO BANK , N.A . Account ending : XXXX ( Wells Fargo XXXX XXXX ) Related prior CFPB XXXX I am filing this complaint because Wells Fargo 's Enterprise XXXX XXXX XXXX has now XXXX XXXX writing that my Autograph Visa account was subject to a bank-imposed system restriction that blocked all payments from XX/XX/XXXX through XX/XX/year> 110 days while Wells Fargo simultaneously assessed late fees XXXX XXXX the account as delinquent to the credit bureaus, and told the CFPB the matter had been resolved. They have made no effort to correct the resulting credit damage. BACKGROUND In XX/XX/year>, Wells Fargo compelled me to convert my existing XXXX XXXX XXXX XXXX to a new Autograph Visa card. On XX/XX/year>, my account was locked down. I filed a CFPB complaint at that time. Wells Fargo responded claiming the matter was resolved. It was not resolved. I had no further recourse through that complaint as the CFPB closed comments. What I did not know and could not have known was that Wells Fargo had imposed a system restriction on the account that made payment structurally impossible. I attempted to pay repeatedly by phone, online, and through interbank transfer over the following months. Every attempt failed. A Wells Fargo customer service representative named XXXX, reached by phone in XX/XX/year>, attempted and failed to accept payment through multiple methods and documented in the service record that there was no way to accept payment on the account. THE ADMISSION On XX/XX/year>, Wells Fargo XXXX XXXX XXXX XXXX XXXX sent me a written response ( case number XXXX ) containing the following : " Our review indicates that a restriction was previously placed on your account after a payment attempt returned with a 'no account ' status. As a result, the account was restricted to prevent further unsuccessful payment attempts. Please note that this restriction was removed on XX/XX/year>. '' This is Wells Fargo 's own written confirmation that : 1. A system restriction blocked all payments on the account ; 2. The restriction was bank-imposed, triggered by Wells Fargo 's own system returning a " no account '' status ; 3. The restriction was in place from XX/XX/XXXX through XX/XX/year> : 110 days ; 4. The restriction not customer non-payment caused every failed payment attempt during that period. CONTRADICTION OF PRIOR REPRESENTATIONS TO THE CFPB This admission directly contradicts Wells Fargo 's prior written responses to my CFPB complaints, in which they stated repeatedly that no bank error occurred, that the account was accessible, and that late fees were correctly assessed. Those representations were false. Wells Fargo 's own XXXX XXXX XXXX XXXX has now confirmed it. ONGOING HARM : CREDIT REPORTING Despite admitting the restriction, Wells Fargo 's XX/XX/XXXX letter says nothing about correcting the derogatory credit reporting that accumulated during the XXXX restriction period. In prior complaint responses Wells Fargo stated explicitly that their credit reporting is accurate and no adjustments would be made. That position is irreconcilable with their XX/XX/XXXX admission. The delinquencies reported to XXXX XXXX XXXX XXXX during the restriction period were caused entirely by a bank-imposed system block, not by any failure to pay. Maintaining that reporting after admitting the restriction existed violates the Fair Credit Reporting Act 's accuracy requirements and constitutes an unfair and deceptive practice. My credit score has declined approximately XXXX points as a result of Wells Fargo 's conduct. That damage continues every month the derogatory reporting remains uncorrected. RELIEF REQUESTED 1. Require Wells Fargo to immediately remove all derogatory credit reporting on account ending XXXX for the period XX/XX/XXXX through XX/XX/year> ; 2. Require Wells Fargo to waive all late fees assessed during that period ; 3. Require Wells Fargo to notify all three major credit bureaus in writing that the reported delinquencies resulted from a bank-imposed system restriction ; 4. Investigate Wells Fargo 's pattern of making false representations to the CFPB that complaints were resolved while the underlying harm continued ; 5. Investigate whether other customers affected by the Autograph Visa rollout experienced similar system restrictions and resulting credit damage, as public complaints about the rollout are numerous and consistent. I am attaching the XX/XX/year> Wells Fargo letter as documentary evidence. All prior Wells Fargo complaint response letters and CFPB correspondence are available upon request. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX 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 monetary relief