Consumer complaint received 2020-09-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
Hello, On XX/XX/XXXX I had made a call to my Wells Fargo bank for a promotion they had for 14 or 14 months 0 % apr. I had wanted to transfer for personal loan to the 0 % apr offer they had. This is a continuance to claim # XXXX. The dispute was that the had done a hard pull on my credit-report when they said it was a soft pull only. WellsFargo disputed all a ligations. I had spoken with two bank representatives, one early in the morning and second one sometime later in the day when I finished homework with my nieces. I believe the second representative pulled my credit report and the reason I believe that is because I had my Credit Frozen and I did unfreeze it later that day. 

I accepted the fact that I have a hard inquiry but there had been a XXXX increase that I was unaware of. On XX/XX/XXXX at XXXX XXXX  I received a voicemail from the management department at wellsfargo, Miss XXXX a phone call I had missed due to the school conference for the kids. ( Screenshot of voicemail will be included ) I did call back after hours and spoke with someone in the XXXX and the banker was not aware of what that voicemail was all about. 

I contacted my XXXX phone carrier to show proof that I did call back. The DISPUTE IS THAT I WAS NOT AWARE OF A COUNTEROFFER FOR A TOTAL OF XXXX made on XX/XX/XXXX. XXXX she stated the call was recorded so there is proof of our conversation ) Miss XXXX, the account specialist at ex : XXXX Advised me of the counter offer and asked me if I would accept it and I said Yes, might as well since I have a hard inquiry. I was advised of this offer on XX/XX/XXXX. No one in the corporate office had any idea of who made the call on XX/XX/XXXX and what that was about. The XXXX offer was accepted by me and Miss XXXX stated that she will reach out to the underwriters to make sure the XXXX increase will reflect on my account in the next 36-48 hours. I know believe that the phone call from the management department made on XX/XX/XXXX was for the counter offer but no one told me. 

Miss XXXX at ex : XXXX reached back out and left me a message on XX/XX/XXXX @ XXXX XXXX  Which I had missed due to being at work already. I had called her back and she Stated that one of the underwriters need to read me the discloses before I accept the counter offer. She then transfer me to a underwriter that informed me that I only got approved for XXXX total because there was 7 days in which I had to respond. I WAS NEVER AWARE OF A COUNTER OFFER OF ANY KIND TILL 27 days later!! NO ONE HAS MENTION A 7 DAY WINDOW VIA TELEPHONE OR IN WRITING, considering that I spoke with miss XXXX from the corporate office and other representative at least 7-10 times I DECLINED THE XXXX offer for Wells Fargo was not transparent with me. They gave me their word and then they took it back because it was convenient for them. 

On XX/XX/XXXX Miss XXXX expressed her apologies that there was nothing she could do even though I EXPRESSED MY FRUSTRATION ON NOT KNOWING THERE WAS A COUNTER OFFER OR A TIME FRAME after she asked me if I would accept the counter offer. Until this day I never received. A letter or a phone call from anyone regarding the counter offer or time frame. 

PLEASE HELP!!

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