Consumer complaint received 2026-03-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Problem lowering your monthly payments
Company: WELLS FARGO & COMPANY
State: AZ

Complaint narrative:
Subject : New Complaint Wells Fargo Bank Misleading Conduct, False Statement to Regulator, FCRA / TILA / Regulation Z Violations, and Failure to Disclose Hardship Program Terms I am filing a new complaint against Wells Fargo Bank. A prior complaint was submitted and closed. This complaint raises both unresolved issues from that matter and a new violation that occurred within Wells Fargo 's own response to the CFPB. I am a customer of over 30 years. I am not delinquent. I contacted Wells Fargo proactively to request hardship assistance and avoid missing a payment. I have not enrolled in any program. -- - I. FALSE STATEMENT SUBMITTED TO THE CFPB In its response to my prior CFPB complaint, Wells Fargo stated it spoke with me by phone on XX/XX/year>. This is false. No such call occurred. The call was a representative saying they had no answers and that someone was assigned to my case and would call me back in less than XXXX hours. That never happened, we are no XX/XX/XXXX. Submitting a fabricated account of consumer contact in a response to a federal regulatory agency is a serious matter. I am requesting the CFPB investigate this statement and require Wells Fargo to produce call logs, agent ID, timestamps, and a recording of the alleged XX/XX/XXXX call. -- - XXXX. FAILURE TO DISCLOSE HARDSHIP PROGRAM TERMS TILA AND REGULATION Z The Truth in Lending Act ( TILA ) and its implementing regulation, Regulation Z, require creditors to clearly disclose the material terms of a credit card account, including any modifications to those terms. A hardship payment program that alters the monthly payment amount or the account 's status constitutes a modification of the existing credit agreement. Wells Fargo is obligated to disclose the terms of that modification clearly and in writing before a consumer agrees to participate. Despite multiple requests across multiple contacts, Wells Fargo has never provided written disclosure of the hardship program terms, including how the account will be reported, what the program conditions are, and what happens to the account if a payment is missed under the plan. This is not a courtesy I am requesting it is a disclosure Wells Fargo is required to provide. XXXX XXXX XXXX. FAILURE TO DISCLOSE CREDIT REPORTING IMPACT FCRA Wells Fargo is the furnisher of my credit information under the Fair Credit Reporting Act. I directly asked whether enrolling in the hardship payment plan would result in my account being reported as current, modified, or under a hardship designation, and whether participation would result in any negative credit reporting. Wells Fargo 's response is internally contradictory : the bank simultaneously stated that enrollment would not negatively affect my account 's reporting status, and that it can not provide information about how the program may appear on my credit report. These statements can not both be true. A bank can not claim a program has no negative credit impact while also claiming it is unable to disclose that impact. This contradiction is materially misleading and left me unable to make an informed financial decision. -- - XXXX. PATTERN OF MISLEADING CONDUCT DIRECTING CONSUMER TO CREDIT BUREAUS UDAAP Multiple Wells Fargo representatives, and now Wells Fargo 's own written CFPB response, directed me to contact the credit bureaus to determine how a hardship arrangement would be reported on my credit file. This is misleading. Wells Fargo is the furnisher. The credit bureaus report what the furnisher submits. They do not determine, alter, or clarify how a furnisher codes a hardship arrangement. Directing a consumer to the credit bureaus for information that is solely within the furnisher 's control is inaccurate guidance that prevents informed decision-making. This has now occurred across multiple calls and in a formal written regulatory response. This is a pattern, not an isolated error, and may constitute a deceptive act or practice under the Consumer Financial Protection Act 's UDAAP provisions. -- - V. FAILURE TO PROVIDE WRITTEN COMMUNICATION I explicitly requested written disclosure of all program terms and credit reporting information. Wells Fargo has my verified email address and has previously communicated with me in writing without requiring a phone number. No written communication was provided at any point. I have no verifiable documentation of program terms, conditions, or credit reporting disclosures. This failure compounds the TILA and Regulation Z violations described above. XXXX XXXX VI. APPLICABLE LAW Fair Credit Reporting Act ( FCRA ) furnisher obligation to report accurately and not misrepresent credit reporting outcomes to consumers. Truth in Lending Act ( TILA ) requires clear disclosure of credit card terms and any material modifications. Regulation Z implements TILA ; governs disclosure obligations for credit card accounts including workout and hardship arrangements. Consumer Financial Protection Act UDAAP provisions prohibiting unfair, deceptive, or abusive acts or practices in connection with consumer financial products. -- - XXXX. RELIEF REQUESTED XXXX. Require Wells Fargo to provide written disclosure, in plain language, of all hardship program terms including how the account will be coded and reported to all three credit bureaus, whether the account will be reported as current, modified, or under a hardship designation, and the consequences of missed payments under the plan. XXXX. Require Wells Fargo to state clearly and in writing whether enrollment results in any negative credit reporting impact. XXXX. Investigate Wells Fargo 's repeated pattern of directing consumers to credit bureaus for information that is the legal responsibility of the furnisher under the FCRA. XXXX. Investigate whether Wells Fargo 's conduct constitutes violations of TILA, Regulation Z, and UDAAP. I am a XXXX customer who contacted this bank in good faith to avoid delinquency. I have been met with inconsistent information, no written disclosures, and a false statement submitted to a federal agency. I am requesting full investigation.

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