Consumer complaint received 2022-12-17
Company: WELLS FARGO & COMPANY
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
i applied for a Wells Fargo credit card that advertised 0 % balance transfers. Upon approval i called to start the transfer and was informed that i need to wait until my card arrives to submit balance transfer. This was not made clear to me prior to applying as i was expecting to transfer immediately ( ive never done a balance transfer before ). Fine, I waited. My card still hasnt arrived even though they promised XXXX days. So I contacted Wells Fargo directly to inquire. The representative just kept saying sorry for the inconvenience and told me they are having issues printing cards and its not their fault. I disagree. If they can not fulfill their obligations it is misleading and deceptive consumer practice to offer and have customers sign up for things they can not use. If I need a physical card to complete a balance transfer and you are unable to send me a physical card then you are not fulfilling your contractual obligations. I was told the delay in making and sending cards has been XXXX weeks already. Which means if there is a known delay in producing and shipping cards WE SHOULD HAVE BEEN NOTIFIED PRIOR to applying & updated along the way. Now i am unable to take advantage of the promotional balance transfer which was the entire reason I signed up for their credit card. I was manipulated into applying for their card, when I could have applied at XXXX other banks had i known a ) I needed the physical card first and b ) you couldnt send me a physical card. My requested balance transfer is only XXXX XXXX of my credit cards approved balance. I asked the supervisor how can we resolve this? She said i have to receive the XXXX & XXXX that come with the physical card. I asked, Cant you just send me the terms & conditions and we can complete this without the card? She said no. Wells Fargo deliberately deceived me into signing up for their card. If I apply to another company now for a 0 % transfer i will not only take a hit on my credit report, but it will be past my due date for XXXX XXXX and id have an additional late fee and interest charges applied. They literally hoodwinked me and falsely advertised a service they are not able to provide. The supervisor said shed submit a report but before I could even ask for a copy to be sent to me she said XXXX XXXX and HUNG UP on me! They were completely unwilling to work on a compromise and kept saying it wasnt their fault for failing to provide advertised services. If i had been adequately and fairly warned there was a delay in sending cards, I WOULDVE PICKED ANOTHER COMPANY, which they obviously know and are deliberately hiding this fact from all new customers and applicants. Honestly appalled by this level of customer disservice. 
Also to add : they advertised that I could add the card to my XXXX wallet before i received the physical card to use it. BUT when i tried to do that i got an error saying my physical card needs to be confirmed before i can add it to my wallet. More misleading advertising.

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