Consumer complaint received 2020-05-18
Company: WELLS FARGO & COMPANY
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On or about Friday, XX/XX/2020, we applied for a Wells Fargo Visa card to transfer a balance for 0 % interest to pay off a XXXX XXXX card. Upon approval, which was with minutes, we were given a {$4000.00} credit line. That amount was less then we needed and decided we did not want another credit cards. We immediately, called Wells Fargo and asked for a higher credit line to be able to transfer the entire balance. We were told that they would not raise the credit line. We told them if that was the case, we wanted to cancel the account and stop any balance transfers. We were told that they would stop any transfers but we would have to wait 3 days to close the account because we had to wait until the account processed. On or about the XXXX of XXXX we called and were surprised to find out that we had a balance of about {$3800.00}. They had in fact had made the transfer against our wishes. We talked to a supervisor and was told that they could not reverse the transfer and we needed to call XXXX XXXX and tell them to transfer the money back and at that time she ( at Wells Fargo ) would waive the transfer fee, she also stated that the account had been closed as requested. We did that and XXXX XXXX stated they would look into it but they didn't see a problem. On or about the XXXX of XXXX XXXX called us and stated that because of their policies, they could not just transfer the money back and Wells Fargo would have to mark the transfer as a mistake of fraud and then steps could be taken to send the money back. XXXX XXXX connected a 3 way conference call with Wells Fargo Customer service. After over and hour of phone transfers and on hold times Wells Fargo told us that they could not just do that and that the case would have to be escalated to their Wells Fargo Complaints Executive Office. After Wells Fargo hung up the person at XXXX XXXX stated the she could not understand why Wells Fargo was making such a big deal about it but it was not the first time she had bad dealings with Wells Fargo. On or about the XXXX of XXXX we started to receive calls from 800 numbers but no messages were left. Finally on or about the XXXX of XXXX, we received a call with a message but we were unable to understand the person talking, and were only able to get a call back number. We called back the number and talked to a gentleman that checked to see who called us and said a decision had been made but he would not discuss it with us but would have a XXXX call us, as he was the person assigned to the case and the person made the decision. This XXXX called us the same day, He was very rude and acted like he was reading off a script and would not let us talk. Every time we tried to explain to him what the problem was and the time line he state to be quite and let him finish. He told us that if we wanted to cancel things it had to be within 7 days of the application. After he was done we stated that he had not mentioned the phone conversions from the XX/XX/XXXX and that those conversations would change his decision because we spoke to a customer service person from Wells Fargo within minutes of the application and instructed them to stop any transfers and close the account. He stated that they had no record of any phone calls about this account until XXXX of XXXX and that was after the 7 day period. He was very rude, would not listen and basically call us liars! I will admit that during all of this there was times that I got very upset and and did use some nasty language, but I was being called a liar at all levels during this process. Bottom line here is Wells Fargo made a fraudulent and unauthorized money transfer, and is charging a transfer fee. They say that record all phone conversions, but it is clear they only keep the ones that support their fraud. I have attached my phone history and it clearly shows the dates to support the time line. Also the fact that the first supervisor told us that the account had been closed as requested also supports our case.

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