Consumer complaint received 2017-07-13
Company: WELLS FARGO & COMPANY
State: TX
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:
XXXX/XXXX/XXXX CFPB Complaints From : XXXX XXXX XXXX XXXX : Wells Fargo Cell Phone Protection Plan Phone Damaged beyond repair and Wells contractor refuses to pay claim # XXXX XXXX XXXX XXXX submitted claim to Wells Fargo Contractor XXXX XXXX XXXX SEQUENCE OF EVENTS 1. X/17 - Contacted Wells Fargo to verify coverage since I have a Wells credit card. Wells verified as long as I paid cell phone bill with my Wells credit card, I have protection from theft or damaged phone 2. X/17, X/17, X/17, X/17, X/17 and X/17 paid XXXX XXXX cell phone bill with my Wells credit card 3. X/XX/17 XXXX XXXX cell phone destroyed when home vandalized 4. X/XX/17 filed online claim for damaged phone submitting to CARD BENEFIT SERVICES per guidelines. Claim included : a. Copies of X/17 and X/17 Wells credit card statements showing payment to XXXX XXXX b. Copies of XXXX XXXX billings for X/X/17 and X/X/17 c. Copy of XXXX XXXX receipt for phone purchase X/X/17 5. X/XX/17 email recd from XXXX XXXX XXXX that claim recd and in process Needs more information 6. X/XX/17 called XXXX XXXX and they said needed statement from XXXX XXXX on what was damaged to phone 7. X/XX/17 visited XXXX XXXX corporate store and obtained written statement from XXXX XXXX manager that phone was destroyed. Emailed letter to XXXX XXXX 8. X/XX/17 email recd from XXXX XXXX XXXX need to call their office about claim 9. X/XX/17 called Card Member Services and they said need copy of receipt for phone purchased that was damaged 10. X/XX/17 emailed copy of receipt a 2nd time ( originally sent X/XX/17 ) 11. X/X/16 XXXX XXXX XXXX called and said they would not be able to honor claim due to the cellular telephone protection plan does not cover items which have been rented, borrowed or received as part of a prepaid plan. I ask 3 -4 times I do not understand what is a pre-paid plan and XXXX XXXX never gave answer. I said I do not understand, I do not know why they are denying and that when I called Wells Fargo in X/17 they never provided any disclosure exceptions and there were not any stipulations if claim ever made just pay for cell phone bill with Wells Fargo credit card and cell phone coverage would be provided for cell phone stolen or damaged 12. X/X/17 email letter received regarding denial of claim as outlined in # 11 13. X/X/17 contacted Wells Fargo Customer Service to resolve but they said nothing they could do and refereed me back to XXXX XXXX XXXX SUMMARY There was never a disclosure or definition of a cell phone in a prepaid plan. I disagree that the XXXX XXXX phone is a prepaid plan as I purchased phone from XXXX and I did not prepay phone and I do not have a prepaid phone bill as it is paid monthly the same payment each month. <P/>I am requesting Wells Fargo/XXXX XXXX XXXX honor the claim as I paid my bill in good faith under terms explained to me by Wells Fargo/XXXX XXXX XXXX. <P/>Amount due is {$120.00} less {$25.00} deductible per claim terms or amount owed is {$100.00}. <P/>MY CONTACT INFO XXXX XXXX XXXX

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