Consumer complaint received 2018-11-05
Company: WELLS FARGO & COMPANY
State: IA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Unexpected or other fees

Complaint:
Back in XX/XX/XXXX I called Wells Fargo speaking to a XXXX XXXX about applying for a new 0 % APR promotional card. I was asked to call back in XX/XX/XXXX as last years promotion was still applied to my account ending in XXXX and would not be able to process the promotion until then. I called on XX/XX/XXXXt and spoke with an XXXX XXXX at Wells Fargo. I asked her to check and make sure 0 % APR would be approved if I applied for a card. I was told yes. We applied for the card over the phone and was approved for {$5000.00}. I wanted to increase the limit of the card to {$15000.00}. XXXX and I moved money around from my other cards ending in XXXX and XXXX and was able to raise the balance to {$14000.00} on my 0 % APR card ending in XXXX. We closed account XXXX to absorb the total limit into my XXXX account. XXXX and I were told that I would have to wait until I received and activated the card to continue the balance transfer. Later that week in XX/XX/XXXX I received the card and activated it. I called XXXX at Wells Fargo and did a 3-way call between her and the Credit Bureau. The woman we were speaking to kept misunderstanding what accounts we were trying to transfer from and had to correct her multiple times. Enough times that even XXXX, my banker, was getting fed up with this other associate and stepped in for me to clarify what needed done. In the end the balance transfer request goes through. XXXX offers to call me back on the XX/XX/XXXX to follow up and make sure the transfer went through. For a week and a half I see no balance transfer go through. I call XXXX on the XX/XX/XXXX to see what happened. Wells Fargo Credit Bureau tried doing a balance transfer from account XXXX instead of XXXX and since the account is closed no money was transferred. I told XXXX to let me look through my letters and see if I can find the super checks that I assumed were sent for XXXX. I found some and told XXXX I would just take these to the bank and write the Supercheck myself for {$13000.00}. I go to my local bank and have the check deposited into my checking account. The following business day I transfer money in my checking account to other Wells Fargo accounts to bring other balances down which brought my checking account approximately down to {$2000.00}. All is good. On XX/XX/XXXX I receive and e-mail at XXXX stating my account has gone negative {$11000.00} and some change and overdraft fees were assessed. I call the bank immediately and ask what's going on. I speak to customer service rep who can't figure out what's going on with my accounts. The accounts aren't showing 0 % APR and he has to involve his supervisor. His supervisor says he has to create a ticket for this as the Executor has to look into why account XXXX doesn't have the promotional offer. I receive a call the next day stating that I shouldn't have received a 0 % APR offer and it will have to go through another customer service branch at Wells Fargo to be resolved. I speak to a XXXX and I was told this can take days to resolve. I have bills due on the XX/XX/XXXX and a house payment due on the XX/XX/XXXX of every month and stated this to them. My checking account of negative {$11000.00} pulls 3 overdraft fees of {$35.00} by XX/XX/XXXX and I have to pull on my personal line of credit for {$13000.00} to make sure I have enough funds to pay bills and house payment. I've had one overdraft fee in the 10 years I've banked with Wells Fargo and that was about 10 years ago. XXXX called me on XX/XX/XXXX stating that Wells Fargo will honor the 0 % APR promotional offer on the card ending in XXXX but will only pay for half of my overdraft fees because the Supercheck was written by me even though I tried to do a balance transfer over the phone which was done incorrectly or not at all and I took the initiative to take this to a local branch which was looking at my accounts when the Supercheck was wrote and proceeded to transfer money from my closed account of XXXX to my checking account.

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