Consumer complaint received 2023-11-23
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 customer service

Complaint:
Ive lately had trouble with my Wells Fargo accounts. ( XXXX ) I recently attempted to open a checking account with a XXXX bonus offer from the mail, and the website ate up my bonus offer code when I went to read the e-sign agreement ( the site takes you back to the XXXX XXXX reader and eats your offer code when youre done reading ), and customer service, which I dont know what they even get paid for, has not been able to solve my problem. To finish signing up I had to drive out to my local branch on the same day, XXXX XXXXXX/XX/XXXX, where even though it was an XXXX before closing they had to set me up for an appointment to open a checking account, referring me to the XXXX XXXX at XXXX, the next day with availability. On XX/XX/XXXX I was able to sign up for a checking account with the XXXX bonus offer on the web, and cancelled my appointment. ( XXXX ) I also initiated a transfer of funds withdrawn from this Wells Fargo account before the weekend ; Ive been mobilely banking for years now with XXXX records, and something as fickle as XXXX transfer does not get noted by me any longer. However XXXX  XXXX Wednesday XX/XX/XXXX has lapsed without a XXXX  moved from my account. ( XXXX ) Ive been using my XXXX XXXX credit card by Wells Fargo since XXXX of XXXX, and everythings been fine, until recently. I called in XX/XX/XXXX, regarding a new account I was trying to add to pay off my credit card, and do note that this is a XXXX  before my Wells Fargo checking account even existed. I mentioned that I had the XXXX trial deposits in the account to be added, but Wells Fargo had no recollection of this and there was nowhere to enter in my XXXX deposit amounts. A XXXX customer service representative I spoke to following the first, told me their site was undergoing maintenance. The XXXX attempt at adding the account was never a success and only money by Wells Fargo XXXX was moved. I had to waste more time and by XX/XX/XXXX I finally got a XXXX  round of deposits and successfully added the account. ( XXXX ) I didnt mention it, but I also called in yesterday XX/XX/XXXX at XXXX about the untransferred funds from my XXXX account, and also a XXXX credit card charge that apparently was already refunded but didnt appear on my screen yet ( it posted today after speaking with them the day before, despite the refund happening on XX/XX/XXXX ). This caused me to pay my bill XXXX, being XXXX short the first time, because I had only the XXXX debt, along with my other charges on the screen, without the refund, and customer service told me they saw a XXXX refund posted on the XXXX along with some other $ XXXX amount that didnt exist, at least in this month. So I believed everything added up to my outstanding balance of XXXX and I paid it XXXX short @ XXXX believing the refund would post eventually, however, sitting down and number crunching did indeed show the XXXX basically didnt exist and all other debts totaled XXXX. Alas, nothing has been very cooperative, first speaking with XXXX yesterday, where she simply told me to make the checking account transfer again, like I did with adding my account XXXX  last XXXX. I went on to talk about my concern about my recent interactions with Wells Fargo, including my experience with adding the accounts to my credit card, and she hung up on me half way without telling me shed transfer and I heard a gentlemans voice asking how he could assist, again I gave them my name as requested and told him I dont even know how I got here, and he asked for my XXXX which was XXXX more piece of information, and I decided to personally call Wells Fargo again. In that call, I was told about the refund that was not on my screen and some other lies about XXXX amounts, which was at least professional, but at the same time maybe scripted. 
I let them know before I left that its been a roller coaster as of late, and Im left wondering what really is going to happen next? The optimist in me tells me these really are just system hiccups, however I am not a comfortable customer with Wells Fargo as of late, and I do not know if everythings going to come down crashing with my hard earned effort intact. I moved, and would otherwise be a happy customer with my old institution, and the almost XXXX with my XXXX XXXX credit card tell me Wells Fargo knew it. My more seldom than not XXXX credit score is a resume statement, and I just hope I am not the one too many XXXX account customers from a bank that Ive received XXXX? XXXX  promotional XXXX from. Going forward I do not wish for us to whittle at each others statures in life and want to further this well oiled mention I do believe we run.

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