Consumer complaint received 2019-10-29
Company: WELLS FARGO & COMPANY
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I applied for a wells fargo secured card on XX/XX/XXXX and was approved. Later on my wells fargo banking app the account was showing as closed and I called to asked what happened. At NO point did the representative state the account wasn't funded and. Later I received a letter stating the account hadn't been funded and it would be closed if not funded. On XX/XX/XXXX at XXXX I called Wells fargo to Fund the account per the statements give on the letter. Earlier that day I deposit the Full amount for the secured deposit into my Wells Fargo account in order to make this process as seamless as possible. I called and made the deposit. After making the deposit the representative informed me that the process was extending from 7-10 business days to almost a month out. At that point I asked if there was anyway to get a temporary card. They stated no. I asked to speak with a supervisor and was transferred to see if anything could be done. After speaking to a supervisor I asked for the account to just be closed out as it was going to take way to long to process everything. while speaking with the supervisor I stated that I had just called and paid the deposit on the account and wanted to ensure that this would not be processed out and that the funding would be cancelled. The supervisor kept telling me I didn't fund the account. Despite me just having been on the phone to fund said account. The supervisor transfered me to another manager where I once again explained since the account process could not be speed up i wanted the account closed and I wanted to make sure that the funding request would not go through. They keep informing me the account was not funded. At which put I asked for the complaint to be move up to the executive office.  Today XX/XX/XXXX wells Fargo executive office called at XXXX at night to inform me they were following up on my complaint from over a month ago. Although you are promised a 30 day response time. I had to called back as they called my work number which is clearly listed as my work number in my wells fargo account and it was not the number I originally called on my complaint. The customer service representative had to transfer me over to the representative after I reviewed the voicemail which listed a number that was disconnected. I spoke with XXXX who read me a statement written by the last representative that my complaint was my account was closed and I wasn't informed. Which was not my complaint. My complaint was that I was not receiving an answer on the funding for the account being taken out and the poor customer service I recieved. XXXX once again told me the account was closed due to lack of funding. I informed XXXX I felt this was a one sided complaint that never asked me for my issue and was clearly keyed incorrectly as it listed the wrong complaint information and the wrong contact number. I tried once again to explain to XXXX that Wells Fargo still tried to take the funding out of my account even after I had " closed '' the account. And wells fargo is still stating that the account was closed on XX/XX/XXXX due to lack of funding rather than my request to close it due to the difficult process and long timeline. Attached you will find various information that shows how wells fargo customer service confused the situation multiple time and never addressed my complaints and made the secured funding and cancellation process difficult. It shows my nearly 40 minute call on XX/XX/XXXX my discuss via the message center on XX/XX/XXXX explaining how I was charged a {$35.00} fee ( that was reversed ) by wells fargo for insufficient funds when they tried to pull the {$300.00} funding for a " closed '' account. How I opened an account with another company that was a simple 8 day process. My multiple phone calls and conversation with them. The atm receipt prior to my call on XX/XX/XXXX providing the funding amount was available in the account. The voicemail that was left for me by the executive office and various other pieces.

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