Consumer complaint received 2023-11-19
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
In XX/XX/XXXX I was prompted with an offer for Wells fargo " active cash credit card, ' which promised a XXXXXXXX XXXX bonus if the required spending amount was met within the first three months of use. I promptly began using this credit card for all my purchases and racked up/simultaneously paid off several XXXX dollars in purchases by XX/XX/XXXX. When I called the credit help line to ask when I would receive my XXXX XXXX bonus the woman I was speaking to ensured me that I would receive it by XXXX at the latest. In XXXX I called again and they informed me at first that I did not meet the spending amount to receive the XXXX $ bonus but as I began to argue and list of the charges I paid for throughout the summer I was repeatedly transferred to different call agents who all agreed that I had in-fact made the qualifying amount of purchases and that they did not know why the reward had not come through. One agent tried to argue that there was no XXXX $ bonus offer and I pulled up the webpage which still had the advertisement up and read it to him, I was then transferred again. That phone call lasted nearly two hours before I became so frustrated that I begged the next agent I was transferred to to listen to my story and escalate the action. He then noticed that in XX/XX/XXXX my account number changed because my wallet had been stolen, the old card deactivated, and a new card was created with a new account number. According to this individual he could not access my account number for the previous card but ensured that I did qualify for the reward and was unsure why some individuals had contested because " [ I ] clearly qualify for the bonus, and made necessary purchases. '' He informed me that all my comprehensive credit card history reports were to be sent to my address and that one I received them, to call and give my old credit card account number and that I would then receive the bonus. Meanwhile I was located in HI for college and did not return home for several months. When I did return home I gathered the documents and finally called to figure this out in XX/XX/XXXX. I was then told that despite what I had been previously assured multiple times, my account was not eligible for the reward because the advertisement did not apply to everyone. This was not indicated in the original offer I received when I signed up and they asked for a screenshot of the offer ( from over a year ago ) to verify this. I had deleted all my old emails for computer space and did not have the email so they simply ignored my request and denied my reward. This is fraudulent activity and an unfair use of situational shortcomings to deny a rightfully earned reward. I have requested the recordings of my previous phone calls as evidence that I was ensured I qualified multiple times and they denied it, leaving me with this letter as my only option.

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