Consumer complaint received 2020-04-23
Company: WELLS FARGO & COMPANY
State: GA
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:
Wells Fargo offered me an 0 % interest credit card promotional rate that expires what I thought would be XXXX of XXXX, but I was just told it expires XX/XX/XXXX of XXXX. In XXXX of XXXX, they sent me a promotional check to use with a 0 % interest for one year. The disclosure statement read " we will apply your minimum payment FIRST to lower APR balances. '' So I decided to use the check for {$600.00} since I had a year to pay it off. I got a second offer in the mail XXXX of XXXX with the same offer and the same wording and decided to use that check for {$200.00}. I have a {$7000.00} credit card limit that has never been about {$3000.00}. Since I knew the first promotional rate was about to expire, for the last year I've worked hard to get the balance down. My balance today is {$900.00}. I knew the other two offers totaling {$800.00} had time to expire, so I was about to make the last payment today of {$100.00} toward the first balance so I wouldn't have to pay any extra intrest. I called Well Fargo and spoke with XXXX to where she informed me that I still has a promotional balance left of {$580.00} that would expire XX/XX/XXXX. I asked her how is that possible when the other two promotional rates came after this one. She then explained they apply the minimum payment between all three 0 % balances. I pulled out the statement and read the exact offer letter and read the exact samething to her. " We will apply your minimum payment first to lower APR balances. '' I advised her it doesnt say anything about splitting it between the the three zero percent balances, becasue the first one had not been paid off yet. So my understanding of the payments would be applied to that one first. She put me on hold and transfer me to the customer care team. I spoke to XXXX XXXX who had a matter of fact tone, that she didn't care and the bank split my payments between all three balances. I advised her again, nowhere on the two offer letters does it read if the APR balances are the same it would be split between all three, the wording is FIRST to the lower. I asked her to send me what she is saying in writing so I can see if for myself. She advised me she had nothing she can send me to prove what she was saying but instead would create a case for me so a higher party can review it. I was only asking since it was explained in detail how the money was going to be posted, to reapply my payments to cover the first promotional balance. Instead, I was told I would be created a case #, and someone will follow up with me. I asked when she said she didn't know. I asked when should I follow up, she didn't know. So, I'm taking the matter in my own hands. Wells Fargo should have clearly defined that it would be split between all three 0 %  cards. I would have never used the other offers knowing I wouldn't have time to pay it off. I just want my payments backed off and applied to how it was written. Case # 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 explanation