Consumer complaint received 2026-06-22 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: VA

Complaint narrative:
I am writing to file a formal complaint regarding an egregious customer service failure and the unlawful withholding of my funds totaling {$2300.00} by Wells Fargo. Despite my continuous, exhaustive efforts over the past four months to resolve an issue caused entirely by Wells Fargos initial misinformation, my case has been abruptly and unjustly closed without the return of my money. Initially, I felt like this was my fault for not confirming before submitting the payment, which is why I have been so patient and cooperative, quietly waiting for my money back. But this has gone too far, and the way I have been treated is absolutely unacceptable. Background & XXXX of Events : XX/XX/year> : Due to a transition issue to XXXX XXXX, a duplicate statement balance of {$2300.00} appeared. I called Wells Fargo customer service to ask whether I should pay Wells Fargo or XXXX. The representative explicitly instructed me to pay Wells Fargo. I followed their instructions and paid. However, the balance was actually transferred to XXXX, resulting in an overpayment and a credit balance with Wells Fargo. I requested a credit balance refund, but from that point on, every representative provided conflicting and wrong information. The first representative told me the refund would be direct-deposited into my original, non-Wells Fargo bank account. The second representative contradicted this, stating it was impossible and that a physical check would be mailed instead. I never received this check after waiting the requested XXXX business days. A third representative then claimed they would mail another check, completely failing to inform me that I needed to fill out an affidavit first. Eventually, I received a mail containing the affidavit, alongside another notice stating that if I hadn't received the check, I should call back. When I called again, I was told I had to physically go to a Wells Fargo branch to sort this out. XX/XX/year> : To expedite the refund via direct deposit, I visited a physical Wells Fargo branch. I spent over XXXX hours explaining the entire situation and filling out forms. I was even pressured into opening a completely unnecessary checking account solely because the staff assured me it would guarantee a direct deposit refund. XX/XX/year> : I was forced to revisit the branch to re-execute and notarize the required Affidavit forms. XX/XX/year> : I received a call from the Credit Card Department stating that the notarized XXXX sent via fax was illegible or had not been properly received. XX/XX/year> : For the third time, I visited the branch to re-send the notarized fax. At that time, I was explicitly assured by the department that the funds would be deposited into my account within XXXX to XXXX business days. XXXX XXXX ( XX/XX/year> ) : No funds have been deposited. Upon calling the department again today to follow up, I was shocked and appalled to learn that my case has been officially " CLOSED '' even though I have absolutely not received my {$2300.00}. This is completely unacceptable and borders on financial malpractice. I have wasted countless hours, visited a physical branch XXXX times, filled out redundant paperwork, and opened an unwanted account, all to recover my own money that Wells Fargo is wrongfully withholding.

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