Consumer complaint received 2026-01-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
I am submitting this complaint regarding a No Interest If Paid in Full within 12 Months promotional financing offer on my Wells Fargo credit card account.

I entered into this promotion in good faith with the understanding that maintaining the required monthly payments would allow me to avoid interest charges. Shortly after the account was opened, an automatic payment error occurred in which the full purchase amount of {$4800.00} was withdrawn from my bank account. On XX/XX/year>, I contacted Wells Fargo to have this payment corrected.

During that phone call, the Wells Fargo representative advised me that my minimum monthly payment was {$160.00} and informed me that I had the option to pay more than the minimum. At no point during this call was I clearly or affirmatively told that paying the minimumor even paying significantly more than the minimumwould still result in retroactive interest being charged on the entire balance unless the full promotional balance was paid off by the expiration date. Based on this conversation, I reasonably believed that remaining current and paying more than the minimum would satisfy the promotional requirements.

Acting in good faith and with the intention of paying off the balance early, I increased my automatic monthly payments to {$300.00} per month. I was not attempting to avoid payment, delay repayment, or exploit the promotion. Unfortunately, due to my reliance on the guidance provided during the XX/XX/year> call, I did not realize that a remaining balanceeven after consistent above-minimum paymentswould trigger retroactive interest on the entire original purchase.

After the promotional period ended, Wells Fargo charged me {$1400.00} in deferred interest. I opened a case with Wells Fargo explaining that I had been unintentionally misled by the information provided during the XX/XX/year> call. Wells Fargo denied my request, stating that the representative did not provide inaccurate information, despite acknowledging that the representative discussed the minimum payment and did not state that paying only the minimum ( or more than the minimum ) would fail to satisfy the promotional terms.

I also formally requested a copy of the call transcript or an audio recording of the XX/XX/year> phone call so that I could review exactly what was communicated to me. Wells Fargo refused to provide the transcript or recording. I believe this situation represents a misleading omission during a customer-initiated clarification call, where critical information about deferred interest consequences was not clearly disclosed. As a consumer acting reasonably and in good faith, I relied on the guidance provided by
Wells Fargos

representative and made consistent payments above the stated minimum with the intent to comply with the promotion. I respectfully request that Wells Fargo waive or substantially reduce the retroactive interest charges as a matter of fairness, reasonable reliance, and consumer protection.

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