Consumer complaint received 2020-02-27
Company: WELLS FARGO & COMPANY
State: FL
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:
In early XX/XX/XXXX I called Wells Fargo credit card dept to see what upcoming credit card promotions they were having. The first call I spoke with a guy who told me that I could renew my current 0 % interest promotion XX/XX/XXXX and that there was also another promotion- a balance transfer promotion that was also 0 % interest for 12 months and that I had to the end of the year to sign up for that promotion. He also told me that I could sign up for a rewards promotion that gives and an extra XXXX points if {$1000.00} is charged within 3 months. I called Wells Fargo a few more times to get information about the balance transfer promotion and how much the fee would be for different amounts. 
A couple weeks later ; approximately XX/XX/XXXX I called again after deciding to do the balance transfer for {$15.00}, XXXX. I spoke with a lady who informed me that I had received inaccurate information about the promotion that I did not have until the end of the year to use the promotion that I had to apply and be approved before the end of the year. The woman told me that if it didnt go through by the end of the year, I would not be able to take advantage of the promotion because it ended XX/XX/XXXX. The woman submitted the request telling me that it could take 10 to 14 days to get approved which would have put me past XX/XX/XXXX and I might not get the promotion. The woman submitted the request for the promotional offer and on XX/XX/XXXX {$15000.00} was transferred into my checking account. 
The woman did read a disclosure to me over the phone and I did ask several questions for which she provided me answers. Multiple times I explained that I was using the promotional offer to pay off another loan that had an interest fee. I was told that I may or may not get an additional 0 % interest promotion on the card that I made the balance transfer from when the current 0 % rate expired on XX/XX/XXXX. I was told that I had until the end of the billing statement in XX/XX/XXXX to pay off any balances that were not related to the balance transfer to avoid any potential interest if the current promotion was not renewed. 
The woman told me that because the balance transfer happened in a new billing period that I would have to the end of that billing period which would be XX/XX/XXXX to clear any balances not related to the balance transfer to avoid interest charges if I wasnt eligible for another 0 % promotion on XX/XX/XXXX. 
I paid down the credit card balance $ XXXX that was the amount that was over the {$15000.00} balance transfer. That would have made the balance left on the card only the {$15000.00} balance transfer- which was at 0 % interest for 12 months. I even paid the {$450.00} balance transfer fee. 
I called Wells Fargo credit card dept again XX/XX/XXXX like I was instructed by the Wells Fargo representative to see if the credit card promotion on the card could be renewed and to get the rewards promotion set up. Sometime during this conversation it was disclosed that when I make payments that the payment would be divided between the balance transfer amount and any additional charges made not related to the balance transfer- BUT because they did renew the promotion on the card that it made no difference I would not be charged any interest because the 0 % promotional card rate was renewed and the balance transfer rate was 0 %. 
It was pretty confusing at times but I felt like my questions were answered correctly ; I had no way of knowing I was being given any inaccurate information by any of the Wells Fargo representatives. I did explain numerous times what I was trying to do and what I was expecting from them. 
At some point- after many calls it became apparent that I was not given accurate information and Wells Fargo basically said to bad- nothing we can do about it now It ended up that I had to apply for another credit card so that I had a credit limit available to me that was separate from the balance transfer. This was done because somewhere in the many confusing conversations it was disclosed that my payments were going to be divided between the balance transfer and any additional charges I made and any additional payment that I made would go only to the balance transfer which meant that I would never be able to pay off the monthly charges because all the additional payment would go to the balance transfer and I would not have any credit card balance available to use if I needed it. I spoke to several people complaining because I was told by several people that this wasnt going to be the case. 
Sooooo I opened another credit card it was put on the same 0 % interest for 12 months. I had to wait for the new card this involved another bazillion calls to Wells Fargo credit Card Dept. 
I paid the card balance down to {$0.00} accept the {$15000.00} balance transfer before the card billing period ended on XX/XX/XXXX and according to the Wells Fargo representatives all charges including the balance transfer were on 0 % interest promotions and I would have no interest charges until XX/XX/XXXX. 
I was worried that one of the auto payments I had set up on the account was going to charge before I could get the new credit card number so I called the card in stolen so no other charges could be charged on the card ; I use one card for monthly charges that I pay off and the other is suppose to be just the balance transfer. 
I called Wells Fargo several more times the week of XX/XX/XXXX asking why I could not see my credit card statement. During one of those calls a guy told me that there was {$1100.00} dollars on the card that was subjected to interest I complained numerous times and demanded a supervisor explained that the only charge on the card should be the balance transfer which was at 0 % interest AND the card itself was also on a 0 % interest promotion. The guy referenced the supervisor who stated that the information was not accurate because the cards billing statement was coming up- I had to wait a couple days call back and everything would be correct. I complained about not being able to see the statements because he could not explain why he thought there was {$1100.00} subjected to interest causing me to think there were fraudulent charges on the card I had paid off the balance accept for the {$15000.00} balance transfer and I am using the new card for my monthly charges therefore I didnt charge {$1100.00}. I complained- was transferred several times complained transferred. FOR THREE HOURS!! 
I spoke with IT several times including supervisorsthey insisted there was no way to retrieve the credit card statements online even though I argued that it had been done in the past. Again I was told by a supervisor to wait a couple days and the information would populate correctly. 
When I checked for my new statements again on XX/XX/XXXX I found a {$9.00} charge for interest. It shows that there is {$1100.00} subject to 10.65 % interest and my balance transfer balance is now at {$13000.00}. 
I called Wells Fargo Credit Card Dept AGAIN on XX/XX/XXXX again I was given no explanation as to why I was being charged interest on a 0 % interest promotion. I got transferred to a supervisor she transferred me a few more times and eventually I was transferred to the executive dept. 
Eventually I get to another supervisor XXXX XXXX tells me the reason that I was charged interest is because the payments I made from XX/XX/XXXX thru XX/XX/XXXX were not allocated correctly. It was explained that there were not additional charges for {$1100.00} the interest came from Wells Fargo applying the payments that I made to get the balance down to zero before XX/XX/XXXX to the balance transfer instead and that caused there to be {$1100.00} subject to interest- even though the credit card was on a 0 % interest promotion. 
I explained that I had been told multiple times that the both the balance transfer and the credit card were on 0 % interest for 12 months I even explained all the BS of calling the card in stolen getting a new credit card to make sure the balance transfer was separate from my monthly credit card use Several people telling me there couldnt be any interest because everything was on a 0 % interest promotion. 
XXXX said the only way to fix the issue was to file a complaint and it would go to the next level to be corrected. 
XXXX gave me the complaint # XXXX and told me it could take up to 10 days to get a response I complained about that also telling her I got incorrect information supposedly. from several people and I have been dealing with it since the balance transfer in XX/XX/XXXX. XXXX advised me that I didnt need to wait to hear from them that I could call in the morning. 
I called again XX/XX/XXXX spoke with XXXX she stated that she could not help with the issue and looked to see if it was reported. XXXX advised me that it was reported and that my case # is XXXX. XXXX told me that my case was assigned to a XXXX XXXX she puts me on hold to CALL him. Then comes back on the line and tells me HE SAID hes not available hes on another line with a customer. XXXX tells me he will call me back when he gets off the phone or I can call him and gives me his number ( XXXX ) XXXX. I waited to the end of the day XXXX did not get any call so I called Mr. XXXX back got his voicemail which says if you want to speak with someone right away call another number. I called that number and complained that I did not get a return call from Mr XXXX I was transferred to an annoyed Mr XXXX who informed me he was investigating my complaint and something about he would be off a few days this week. I complained I was tired of calling Wells Fargo to get the issue resolved and he eventually said that he would call me back with his investigation today XX/XX/XXXX. 
Mr XXXX stated that he only needed to review one phone call that was recorded on the day that the balance transfer was made. I advised him that there were NUMEROUS calls made and that he should listen to more than one call- I spoke with several people and I specifically asked him to listen to the calls on XX/XX/XXXX and after in addition to the call where the representative submitted for the balance transfer promotion ; he insisted he only needed to listen to the call he claims was made on XX/XX/XXXX. 
Mr XXXX called me back today XX/XX/XXXX. He states that he listened to ONE phone call and what he wanted to hear was that the representative verbally read a disclose about balance transfers. 
Mr XXXX states that although neither the teller or myself had no way of knowing that the balance transfer would transfer sooner than 10 days and that somehow that was the reason for the {$1100.00} subjected to interest??? 
I AGAIN reviewed with Mr XXXX some of the many conversation parts that took place during this transaction and he apologizes that there was so much mis-information and repeatedly states that the representative who gave me the incorrect information would have had no way of knowing?? 
My question to Mr XXXX how is the consumer supposed to know when inaccurate information is being told to them Mr XXXX did not answer that question- he repeated that the representative had no way of knowing some information and regardless the teller read some alleged disclosures and the fact that I asked questions AFTER the disclosure was read and the representative answered those questions this alleged disclosure dismisses any / all inaccurate information I was given. 
Mr XXXX advised me that as a courtesy he removed the {$9.00} interest charged to my account and that if I wanted to avoid any future interest that I could AGAIN pay that portion of the balance that is not the balance transfer down to XXXX. And then I would be 0 % interest???? 
I advised him that I had already done that once why should I have to do it again CLEARLY that didnt work the first time!! 
I asked to speak to his supervisor- he stated that she was not available- I had to ask multiple times for her name he eventually stated that her name is XXXX and refused to give me her last name or a phone number I could contact her at. Mr XXXX stated that HE would speak to her about the issue and let her know I requested to speak to her. 

The resolution I am seeking is that the account be again reviewed and all of the payments I made to get the non transfer portion of the account to a zero balance from XX/XX/XXXX through XX/XX/XXXX be allocated to only that. None of that money was intended to be applied to the balance transfer ; I spoke extensively with Wells Fargo representatives about making those payments. 
I made {$3300.00} in payments ; this was done making numerous payments they took a portion of each of the payments and applied them to the balance transfer. The amount that went to the balance transfer was higher than the amount applied to the non- balance transfer portion ; this is what they claim created the {$1100.00} portion that is subjected to interest on a 0 % interest card. 
I suggested to Mr XXXX that he listen to all of the calls ; I specifically asked questions before AND after and was given information by a Wells Fargo representative who should know their rules consumers no way of knowing that their representative is giving inaccurate information. 
Id like to again point out that the credit card involved is and has been on a 0 % interest promotion since XX/XX/XXXX. Which is long before the balance transfer. 
Wells Fargo representatives deceived me and fraudulently applied payments I made to my account in a way that they claim somehow allows them to charge interest on two 0 % interest promotions.

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 monetary relief