Consumer complaint received 2025-10-14 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: NV

Complaint narrative:
Description of the Issue On XX/XX/year>, XXXX refunds were issued by XXXX XXXX  XXXX, XXXX  to my closed XXXX  XXXX account ( issued by Wells Fargo Bank N.A. ), in the amounts of {$1600.00} and {$320.00}, totaling {$1900.00}. 

My most recent statement ( attached ) clearly shows : The account is currently closed. 
The account carries a credit balance of {$1900.00}. 
The statement header explicitly states PLEASE DO NOT PAY, AS OF THIS STATEMENT DATE YOUR ACCOUNT HAS A CREDIT BALANCE. 

Despite the merchant having properly processed the refunds, Wells Fargo has not issued or mailed the funds to me. No notification, check, or correspondence was provided. These refunds were accepted into a closed account, effectively holding my funds without consent or notice. 

I have not received any communication from Wells Fargo or XXXX regarding when or how this credit will be returned. The funds rightfully belong to me and should have been remitted by check or equivalent refund method to my current mailing address. 



Why This Constitutes Improper Conduct XXXX. Failure to disburse consumer funds from a closed account. 
Wells Fargo accepted incoming credits after closure, retained the balance, and failed to return it to the rightful owner. 
XXXX. Lack of notification or refund procedure. 
The bank provided no written notice of refund options or check issuance, despite the credit being present on an account marked closed. 
XXXX. Failure to safeguard and promptly release consumer funds. 
These funds were not part of any debt owed, and withholding them imposes unreasonable delay and potential financial harm. 
XXXX. Potential violation of CFPB Circular XXXX ( reopening or maintaining closed accounts ). 
Wells Fargos conduct parallels issues identified in prior CFPB enforcement actions involving delayed or withheld refunds on closed accounts. 



Requested Resolution I request that the CFPB direct Wells Fargo Bank , N.A . to : XXXX. Immediately issue a check for {$1900.00} payable to XXXX XXXX and mail it to my current address : XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. 
XXXX. Confirm in writing that the refund has been issued and that the closed account balance has been cleared. 
XXXX. Provide an explanation of why the refund was held and not proactively disbursed upon receipt. 
XXXX. Implement a corrective process ensuring future merchant refunds to closed accounts are promptly returned to consumers. 



Supporting Evidence Attached XXXX XXXX statement showing : Merchant refund entries dated XX/XX/year> Total credit balance {$1900.00} Account currently closed status Proof of current mailing address Summary : Wells Fargo Bank N.A. accepted XXXX merchant refunds totaling {$1900.00} into my closed XXXX XXXX account on XX/XX/year>. The funds remain unreturned, and I have received no notice or refund check. This conduct constitutes an unreasonable delay in returning funds that belong to me and violates consumer protection standards governing the handling of closed credit accounts.

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