Consumer complaint received 2022-04-19
Company: WELLS FARGO & COMPANY
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I have applied for wells fargo credit card and I was approved. I needed to do a balance transfer. According to Wells Fargo a credit card ending on XXXX was sent on XX/XX/XXXX but the card never arrived to my XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX. I waited for the card for almost a month. I called three times to their customer service representative phone number. Later, after more than 15 days waiting for the card I contacted Wells Fargo again and I was told if I do not receive the card until Tuesday, I should call them again to reissue another card. 
Following their suggestion, I requested a new card. However, what I received was a postal card about updated address but the card was never sent. According to a customer service representative from Wells Fargo. Cards were never sent, The supposedly new card that was never sent ended with XXXX. Card never arrived. 
I contacted Wells Fargo and I asked them to issue a new card and to be sent via XXXX to my home address instead of XXXX XXXX XXXX since I never received the other cards. The new card ended on XXXX. Wells Fargo customer service agreed to rushed the card via XXXX next day. On Friday, XX/XX/XXXX I was at my home waiting for the card but the card never arrived. At around XXXX XXXX, I received a call from a Wells Fargo fraud department customer service. His name is XXXX and asked me if I had activated the card and used it or a family member did it for me. I was upset by the inquiry because I had been waiting for the card the whole morning and the card never arrived. Beside no member of my family used or activated the card. We are only 3 people living in the house and one of them left early in the morning. Nobody open a door to pick up a package from XXXX because package never arrived. I told Wells Fargo I have XXXX XXXX cameras on the back and front of the house and dvr cameras around the house. Nobody from XXXX has dropped the card. I started yelling and become frighten because I lost my card with my information in it and used it. Someone had the card. How is possible that Wells Fargo did not observed that whoever activated the card was not me. 
XXXX from Wells Fargo did not cancelled the card but called me unprofessional because I was upset due to the fraudulent act that pertains my personal information. XXXX expecting me to be calm with the news that someone stole my card. Same day I contacted Wells Fargo and asked to cancelled the card because XXXX never did it but treated me ruthless. I am astonished by the lack of professionalism and deceive behavior from Wells Fargo. I am wondering if they truly intended to provide a credit card to begin with, I contacted Wells Fargo fraud department in regards of my stolen card and they told me that I will not be charged for the charges made by the person that stole my card and they will issue me a new card to the XXXX XXXX had on file. They told me they can not sent me the card via XXXX. Few days later I asked them for the whereabouts of the new card. XXXX, from the fraud department told me they had not create a new card but she will request a new card and that I will receive it in 7 business day and I will not be charge for the purchase made by the thief. I finally received the card and I contacted Wells Fargo to do the balance transfer but the customer service representative told me I only can make {$1000.00} balance transfer because I had used the card. I asked her if she saw any notes that I was not responsible for those charges since XXXX and other staff from fraud department from Wells Fargo told me so. I was told I was not going to be responsible for the stolen and usage of the card. I was transferred to XXXX from the fraud department and she told me I can use {$2000.00} and that she was going to transfer me to Customer advocacy complaint group. I asked her why I was never transferred to this department since the first time the incident occurred and through the many calls I have made. I received today XX/XX/XXXX a letter from Wells Fargo that says that Wells Fargo has added the charges into my new card ending in XXXX. 
It had been a back and forth from Wells Fargo with no clear answers of why they did not send the two first cards to begin with but a post card. It got me wonder if they really want to provide a card to me and which was the address provided to XXXX. Recently I have received XXXX, XXXX  XXXX XXXX, XXXX XXXX, XXXX XXXX  credit cards with no problem. The only credit cards I have an issue of receiving are Wells. Fargo credit cards. 
I also contacted XXXX to file a complaint because the envelop was never dropped at my home. I went to the police department. The officer told me I need a letter from Wells Fargo 's investigation which I received today. I feel XXXX, mistreated, emotional distress by Wells Fargo for the back and forth with no results. It took so many cards to ended with the lost of the card and providing one with no enough money available to do the needed balance transfer. I have supportive documents added to the complaint.

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