Consumer complaint received 2019-03-30
Company: WELLS FARGO & COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Around the beginning of XX/XX/2019 WellsFargo was sending me emails regarding a balance transfer offer. So I logged in and in order to read all of the pertinent information, I had to opt in two or three different companies to be able to contact me at any time. If I did not want to do this on the computer that way, at the bottom was a number to call and do it over the phone. I was not clear about a 2.9 % charge, so I called to make sure I had a better understanding. I called the first time and spoke with customer service to explain the charge. I was told 0 % for 12 Months and a 2.9 % charge for any additional purchases made on the account. I said ok thank you. I called the second time and asked the same question and was told 0 % for 12 Months and a 2.9 % charge for any additional purchases made on the card. I did the balance transfer on XX/XX/2019 and it posted on XX/XX/2019 in the amount of {$3700.00}. It was a 4 % Balance Transfer Fee of 4 % which in total is {$150.00}. On XX/XX/2019 I made a small payment of {$33.00} and my balance was {$3800.00}. On XX/XX/2019 around XXXX I noticed my balance changed to {$3900.00}. I checked online and it stated, " Interest Charge on Purchases {$3.00}. '' I didn't make any purchases, So I immediately called WellsFargo to see what happened and was told because I did the balance transfer in the middle of the month. I stated, " What difference does it make if the promotion was over XX/XX/2019. '' He kept putting me on hold and could not give me an answer. he put in a complaint and gave me a complaint number and stated that a Case Manager of some sort would call me back in a day. A day went by no call so I called them. Let 's just say I called six different times, I have two complaints filed with numbers. The people I was transferred to where very rude and not knowledgeable about anything that I was asking. According to WellsFargo all the calls are recorded. So the last person I spoke with by the name of XXXX stated that the Case Managers were out. I said well when will I receive a phone call back and he stated, I don't know their schedules and being very rude. He also stated the case manager was out sick and my case was assigned that day. So on my part the calls started on XX/XX/2019. After going back and forth and nobody has called me back regarding my issue six different times and it is XX/XX/2019. WellsFargo in my opinion is practicing unethical business practices and I will not forget what happened last year with them stealing customers information and making accounts without their knowledge to get bonuses. They are misleading in their promotions with unethical, deceptive practices. I deserve answers!!!! All the calls are recorded, so Pull the calls WellsFargo and hear the proof of your unprofessional staff, customer service, me the customer asking to explain the 2.9 % charge and both customer service representatives stating 0 $ for 12 months and 2.9 % for any additional purchases. Also, I asked every call how the 2.9 % would be charged ; daily, monthly, annually and no answers. No managers are ever around, case managers are always out and nobody has called me back to rectify this situation. Pull the Call WellsFargo, all six of them.

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