Consumer complaint received 2019-02-25
Company: WELLS FARGO & COMPANY
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
Wells Fargo Case # XXXX My Wells Fargo Secured card graduated on XX/XX/19 to an Unsecured card and my deposit was returned to me. I contacted card services via telephone on XX/XX/19 to inquire about the process of a credit line increase. 
While speaking to the agent she advised that I will need to speak with the underwriting dept so they could pull a credit report. I asked if this was a " soft pull '' or a hard inquiry as I do not wish to have any new inquiries at this time. She advised she did not know but I can ask of the underwriting agent for clarity. 
Now transferred to the underwriting agent and after introduction, she educated me that she will be pulling my report to finish the process. I again asked if this was a hard inquiry as I do not wish to have any at this time. She advised that receiving a credit line increase through these means will result in a Hard inquiry. 
I educated I refused to have my credit pulled and I do not want to proceed with the credit line increase/. She advised that she canceled the application and no changes have been made. 

At the end of the business day, I receive a credit monitoring alert from XXXX, I pay for their monitoring service monthly, the alert stated I received a hard inquiry from Wells Fargo card services ( see attached XXXX ). 
I HAVE LOST 7 POINTS ON MY SCORE DUE TO THIS MISTAKE.

I attempted to contact the next business day XX/XX/19 but the IVR ( phone system ) had an automated message that their systems were down and unable to review accounts.

This repeated on my XX/XX/19 call as well. 

I made a follow-up call on 2/10/19and spoke with an agent named XXXX. I explained the issue and he submitted my complaint and a request for another credit dept to remove the hard inquiry. Our conversation concluded and I requested to speak with a Manager, Luckily I spoke with XXXX. 
XXXX was courteous and expressed empathy toward my issue. She vowed to have the calls reviewed and submit feeda=back to the corresponding agents, she continued to explain that my issue will be escalated to the XXXXxecutive Team for further assistance. 
XXXX provided their contact number and advised if I wanted to call in myself it will have to be at least next business day. 

After no contact on XX/XX/19, I call the executive number I was provided on XX/XX/19. 
I spoke with XXXX and then was transferred to XXXX who is not my case manager but was her partner and would be able to answer questions. 
XXXX explained that my case was being handled by XXXX but she can see that the credit dispute dept was notified and will be assisting getting the hard inquiry removed. 
XXXX advised that XXXX will be calling me in the next 1-2 days as she continues to work this issue. 

I reached out on XX/XX/19 to complain that I had not yet received contact from my case manager, I was assured by the rep that XXXX would call me asap. 
Now after a week of my case being received, I finally get a call for my case manager XXXX. She apologized profusely for the lack a timely call be claimed she did have " some updates ''. She has at this time sent emails for feedback to the agent 's sups of whom provided the initial lack of info and subsequent improper accessing of my credit report. She also sent email requesting the recorded calls of my initial call and the underwriting. She explained that I would receive a call soon once she had received those calls and review them to continue my dispute within the credit dispute parameters. 

received a call on XX/XX/19 and they were still awaiting the call from the underwriting to review. XXXX advised she will send followup emails and contact me back with a resolution. 

Received a call on XX/XX/2019. status hasn't changed and still awaiting the call to review. 
I advised that this incompetent and unacceptable that it takes 6-8 to review a call and finalize a resolution. 
I asked to speak with a supervisor and seek escalated assistance. I was denied the supervisor claim " they were are on another call but will contact you in 24-48 hours. ".

I didn't receive a call from anyone in Wells Fargo Offices for XX/XX/XXXX or XX/XX/19, Nor have I received a call on XX/XX/19. 
the 7 points lost from my score have not been awarded back and it has been explaining by several agents that WF does not have an influence on how many points are removed and subsequently added back. 

Summary of Top Concerns : 1 ) Violation of Privacy by accessing credit report without consent 2 ) Removal of hard inquiry from credit report 3 ) Lack of response time from departments handling the resolution 4 ) Restitution

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 non-monetary relief