Consumer complaint received 2025-07-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
In XXXX ( XX/XX/XXXX I believe ). I called to get final payoff of my account, it was a sizeable sum. I paid while on the call. I was told I had a XXXX balance. I received a bill later saying I owed money, and I disputed that. This was in XXXX I believe. Sometime in XXXX I made a small payment to keep my account current while the dispute carried on. A rep said they were certain I would not owe money but it had to go to their supervisor first. 

However, upon return from a trip l learned by letter that I still owed interest on my account. I disputed this again, they said I knew I had a payment due? How could I know that? They told me I had XXXX balance and did not indicate that there would be more interest charges forthcoming. I did not make a payment during this dispute. It again didnt come out in my favor. They would always start the conversation with the comment that I was making a late payment when I paid off the bill. That was not true as I explained the payment was already made with auto pay and they had already subtracted that payment from my total payoff. They agreed and then they would say that I was given the proper payoff amount, to which I would respond that I must not owe them anything then. At this point they would claim that they could not offer me up-to-date information on my account and at my insistence they also agreed that they had no responsibility to tell me I would have a future interest payment as a result. so I still owed interest.

I made one more attempt to dispute this and spent over an hour on the phone with representatives. The call ended with the representative stating that they told me the wrong payoff amount, but I would not be responsible and I would not be responsible for the payment, and I should have access to my card in a day or two. I suspect it still had to be approved or it was a straight up lie to get me off the phone. I had no access to my card and I was on a three week research trip. This was late XXXX. When I returned I had a letter saying I still owed, I was 90 days past due, and my account of 18 years and on time payments was closed, my credit ruined, and all because Wells Fargo continually told me that I had made proper payments, or I did not need to make payments. They directly stated I did not need to make a payment while in dispute. 

They would say one thing on the phone and something different in a letter. Ultimately, they told me that they could not provide me with up-to-date financial information on my account. I could only payoff the previous statement, and then I would have to wait until the next statement to actually payoff the account. That was XX/XX/XXXX, not XX/XX/XXXX, or XXXX. I had paid off other accounts, this was not an issue with any of these companies. 

It is unfair to be on time for 6,300+ days, to payoff the account and be told I had XXXX balance, and then count payments I was disputing as late and closing my account after 90 days .. For 90 days my account was closed WHILE I WAS DISPUTING WHAT I OWED. I have paid the interest, I am not happy about being mislead over and over again. They closed the account and in my mind, because they were no longer getting to gouge me on interest on my account.

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