Consumer complaint received 2026-01-23 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: NY

Complaint narrative:
Unfortunately, I have not yet received requested call logs or transcripts from Wells Fargo so the chronology of events, particularly in reference to the date of certain follow-up calls to customer support agents, detailed below is based on my recollection. In summary however, on XX/XX/XXXX XXXX, a service provider that allows you to earn points and cash rewards for paying your rent, mailed me a check for {$3200.00} that was to be used to pay my rent for the month of XX/XX/XXXX. When the check was issued and mailed, the {$3200.00} balance was immediately charged to my credit card balance ; shortly thereafter, on XX/XX/XXXX, I paid off my credit card balance of {$3300.00}. It was at this time however that I noticed I had still not received the physical check in the mail- I had initially assumed the check had been delayed due to the holiday season - and cancelled the check. As I had already paid off my credit card balance however, I now had an overpayment of ~ {$3100.00} ( {$3200.00} overpayment for XX/XX/XXXX rent, net of a few small transactions charged since the check was issued ). I called Wells Fargo customer support on XX/XX/XXXX to call attention to this issue and initiate the reimbursement process. During the call, the representative informed me that, because the amount of the check exceeded {$2500.00}, they would not be able to electronically deposit the reimbursement into my Wells Fargo checking account and that, instead, their policy required them to mail a physical check to the address on file, which would take ~7 business days. As, I imagine Wells Fargo had the infrastructure necessary to facilitate this reimbursement electronically, I asked for additional detail on why the policy would not allow for a faster reimbursement methodology and if it would be possible to make an exception, to which I was told there was not anything else the agent could do ; they were also unable to answer the first part of the question. The following week, I called the customer support line again to follow-up on the status of the check and to see if it had been mailed. To my surprise however, the agent informed me that, because I had a Wells Fargo checking account, the check would not be mailed and instead an electronic reimbursement had been initiated, which would take approximately 24- to 48-hours to settle. On XX/XX/XXXX, as I had still not yet received the reimbursement in my checking account, I called the customer support line again to check in on the status of the refund. ( For additional background, by this time, XXXX had mailed me a {$3200.00} check to cover rent for XX/XX/XXXX, which was charged against my credit card balance. I cancelled this check the same day it was issued given issues with mailing the prior month ). To my surprise however, when I spoke with the level II support agent regarding the status of the reimbursement, he informed me that, because there was an offsetting charge - the {$3200.00} rent check for XXXX- they were no longer implementing any action. ( Effectively that, since the charge offset the reimbursement balance, no additional actions were necessary ). This let me to question what was being done over the prior XXXX weeks as, by the time the {$3200.00} charge for XXXX rent had been posted, it had already been ( falsely ) communicated to me that, ( 1 ) a check was to be mailed and ( 2 ) an electronic refund had been initiated. I also noted that, the XXXX check had also been cancelled, which would result in me, again, being owed a {$3200.00} refund and effectively having to restart this process all over again. At this point, a case was created and the agent notified me that I could expect a response in ~10 business days. Today, on XX/XX/XXXX, I called the customer support line again to follow-up on the status of the case and was given the same message to " wait on a response. '' This confused me however as the response to the case could potentially take longer than the time required to initiate and process an electronic refund that would remedy the issue. In my opinion, Wells Fargo has withheld my funds for longer than is commercially reasonable and has been negligent in their handling and remediation of my reimbursement.

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 non-monetary relief