Consumer complaint received 2025-08-14 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Charged too much interest
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
I am filing a complaint to dispute approximately {$4000.00} in deferred interest charges applied by Wells Fargo to my credit card account ( ending in XXXX ). Wells Fargo failed to provide me with any periodic statements for the duration of the 12-month promotion, a violation of the Truth in Lending Act. This failure was due to an unauthorized switch to paperless statements, for which Wells Fargo can not provide proof of my affirmative consent as required by the E-SIGN Act. Their actions made it impossible to track the promotion, leading directly to the interest charges, and their internal reviews have failed to address these legal violations. 

I opened the account on XX/XX/XXXX, to finance a purchase from XXXX XXXX under a 12-month no-interest promotion. The following is a detailed timeline of the events and my communications with Wells Fargo, based on my records and their correspondence. 

XX/XX/XXXXXXXX  : I opened the Wells Fargo credit card account through a promotion with XXXX XXXX. The offer was for " No Interest if Paid in Full within 12 months ''. 

XX/XX/XXXXXXXX  : I made a ~ {$5000.00} window purchase, initiating the promotional period. 

XX/XX/XXXXXXXX  : Wells Fargo claims my account statement preference was updated to electronic delivery on this date. 

XX/XX/XXXXXXXX XXXX XXXXXX/XX/XXXXXXXX  : The 12-month promotional period expired. Wells Fargo letters cite both dates. Because a balance remained, {$1400.00} in deferred interest was charged. 

( Note : The total interest in dispute is ~ {$4000.00}, as additional interest accrued after this initial charge ). 

XX/XX/XXXXXXXX  : After noticing unfamiliar charges on my checking account, I called Wells Fargo. I discovered the charges were related to the window purchase and that significant interest had been applied. I were told nothing could be done about the interest. I then paid off a balance of nearly {$4000.00} to stop further interest accrual while disputing the existing charges. 

XX/XX/XXXXXXXX  : I spoke with a representative named " XXXX ''. 
I requested proof of my consent for paperless statements. 
XXXX stated that Wells Fargo does not have documentation of my e-sign consent for this credit card. XXXX also stated that they could not provide evidence of the paperless designation. 

The issue was escalated, and complaint number XXXX was created. 

XX/XX/XXXX : Wells Fargo sent a letter ( Case XXXX XXXX ) denying my request. 
They stated they " can not confirm how your statement preferences were changed ''. 
They claimed there was " no bank error '' because the balance was not paid in full by the due date. They closed the case. 

XX/XX/XXXX : I spoke with " XXXX XXXX '' regarding the XX/XX/XXXX letter, pointing out that it did not address my legal concerns about statement delivery. A new case was opened. 

XX/XX/XXXX : Wells Fargo sent a second letter ( Case XXXX XXXXXXXX ) from " XXXX XXXX '' again denying the claim. It claimed paper statements were mailed before XX/XX/XXXX, and not returned. ( note : XXXX XXXX XXXX is before my purchase or payment period began ). It listed numerous " courtesy '' communication methods ( calls, emails, etc. ) that they state may be used ( but were not ) .The case was closed. 

XX/XX/XXXX & XXXX, XXXX  : I left voicemails for XXXX XXXX regarding the XX/XX/XXXX letter requesting a call back. 

XX/XX/XXXX : I spoke with " XXXX, '' reiterated my legal concerns, and was told the case would be reopened and a new manager would call me. 

XX/XX/XXXX : Wells Fargo sent a third letter ( Case XXXX XXXX ) from " XXXX XXXX. '' again denying the claim. Crucially, this letter suggests I may have " inadvertently '' accepted paperless statements via a " splash screen '' that " preselects electronic delivery. '' The case was closed. 

XX/XX/XXXX : I called Wells Fargo, as I had not heard from a case manager. I were told no manager was assigned yet. You also inquired about a new balance of {$1100.00} ( even though I paid off the balance in early XX/XX/XXXXXXXX  when I discovered the existance of this credit card ). 

XX/XX/XXXX : I spoke with " XXXX '' at the executive level. She confirmed XXXX XXXX was the case manager for a case opened on XX/XX/XXXX and noted your request for a call back. I informed her that I would have to coordinate the phone call with XXXX XXXX because of my work schedule obligations. 

XX/XX/XXXX : Wells Fargo sent a fourth and final letter ( Case XXXX XXXX ) from " XXXX XXXX ''. 
It stated they tried to call me but your " XXXX  assistant is not letting our calls go through ''. It re-stated there was no bank error and closed the case. 

Wells Fargo 's Legal Violations Violation of Truth in Lending Act ( Regulation Z ) : Wells Fargo failed to provide me with mandatory periodic statements for the account, preventing me from monitoring my balance and the promotion 's end date. 

Violation of the Electronic Signatures in Global and National Commerce Act ( E-SIGN Act ) : I never affirmatively consented to receive electronic statements. Note : Wells Fargo representative verbally confirmed they have no documentation of my consent and their own letters admit they can not confirm how the change was made. By Wells Fargo 's own admission, they may have used a " preselected '' opt-in system, which does not meet the legal standard for affirmative consent.

Potential Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) : The combination of these failures- especially on a complex deferred-interest product - is deceptive and unfair because it creates a situation where a consumer is likely to fail and incur significant penalties. 

Wells Fargo 's Inadequate and Evasive Responses The bank has refused to address my core legal claims in its four separate denial letters. 
They repeatedly close the case without resolution and shift the burden of proof to me. 
Their proposed explanationan inadvertent click on a pre-selected splash screenis itself an admission of a flawed consent process. Further, I never received notification of an e-statement being ready for review.

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