Consumer complaint received 2021-01-22
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I went to use my credit card to buy something and it would not work, so I logged into my Wells Fargo app and it said card has been reported as lost or stolen. This felt super alarming and violating as I had the card in my hand and I didnt report it as lost or stolen. Did someone get my SSN? I called right away to find out more information. 

I called Wells Fargo and I waited on hold for 45 minutes to be told they dont know anything someone called to cancel it and that the account is officially closed and if I want more credit I will need to apply again. They also said I needed to go into a bank to get more information. Feeling extremely XXXX off by their lack of information, I rushed to the nearest bank for answers. 

Keep in mind, at this point Im super upset as Im in the middle of moving and just paid off most of that card to free up room to purchase furniture for my new place. I also dont know if I want to do business with Wells Fargo or open a new card with them as this feels like they are the ones that messed up and I dont trust them. I have enough on my plate with the move, and now this. Will it affect my credit? Will I even be able to get another card? 

I arrive at the bank, and I wait 10 minutes to talk to a banker who starts making calls on my behalf. After 45 minutes of being transferred to multiple different people, someone on the phone asks for me to be conferenced in. The banker and person on the phone call my cell to conference me in, and the mumbling man on the line says something about me violating the terms and conditions, that the bank shut down my account, and gives me a complaint # as well as instructions of what will happen next. So basically, Wells Fargo lied to me about my card being reported as lost or stolen. The bank ( hopefully robots? ) closed my card without my consent or knowledge for violating terms and conditions. Is using a credit card and paying it off violating terms and conditions? I dont think so. I read the terms and conditions and I couldnt find how I could have possibly violated it. Sounds like Wells Fargo messed up and cant take accountability for it. 

Jump to now, Im totally screwed for setting my space up. I will have to dig into all of my savings to furnish my home, which will make me feel very unstable. I have tried to apply for another card, outside of Wells Fargo and I have been denied ( perhaps because I got a line of credit with XXXX XXXX the day before. ) but after being denied, I will definitely not apply for another card this year as I know it looks bad for creditors. 

They barely sent me an email today ( 2 business days after the incident ) explaining they need 10 days to respond and at that they might need more time. This all feels very shady. I will be switching banks ASAP.

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