Consumer complaint received 2021-01-05
Company: WELLS FARGO & COMPANY
State: DC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
In early XX/XX/XXXX I attempted to apply for the XXXX  XXXX  credit card with XXXX XXXX XXXX  and was denied. 

My FICO Score, according to my Wells Fargo online account reported through XXXX, was XXXX at the time that I applied for the credit card in XX/XX/XXXX. My credit score reported through XXXX  was also in the 700s. Along with my various credit scores being above the threshold of typical approved applicants of this card, all other aspects of my credit health were up to date, paid for, and healthy. 

On XX/XX/XXXX I called XXXX XXXX inquiring as to why I was denied for the credit card I applied to. I was informed that XXXX pulled my credit information from XXXX  and in that credit pull my Wells Fargo credit card was not being reported. On that call, I was told that my credit score through XXXX  was in the 620s. Not only have I been in good standing with my Wells Fargo credit card, I have been a credit card holder with Wells Fargo since XXXX. 

on XX/XX/XXXX I walked into my local Wells Fargo branch inquiring as to why XXXX  was not a reporting my Wells Fargo Credit Card. I spoke to both an associate banker as well as the branch manager who both were dismissive regarding my concern over my credit score discrepancy with XXXX  as well as the fact that according to my call with XXXX, XXXX did not have record of my Wells Fargo Credit Card on my account. 

During my conversations with both the Wells Fargo associate and the branch manager on XX/XX/XXXX, they told me there was nothing they could do, and initially told me to simply conduct an XXXX request. I emphasized to them that I did not want to use my only credit report for XXXX  through XXXX when I already knew that the issue was that my Wells Fargo credit card was not being reported. I requested that they conduct an internal investigation within Wells Fargo to find out why my credit card wasnt being reported to XXXX  even though it was being reported to XXXX and XXXX. Furthermore, I requested that they provide me with answers as to what can be done to assure that there would be no long-term effects to my credit and that my XXXX  credit score would be properly adjusted when a solution was found and made. Again, at the time they told me that the best course of action I could take was to go through XXXX. After I pressed them again requesting that Wells Fargo conduct an internal investigation into the apparent discrepancy with my XXXX  account not reporting my Wells Fargo credit card, the associate called Wells Fargo Credit Card Customer Service and began to submit information to conduct an internal investigation. I was told that I should hear back from Wells Fargo within two business days. 

Two days later on XX/XX/XXXX I entered the same Wells Fargo branch location and spoke to the same associate and the regional manager requesting an update to the situation. The associate told me that they physically would not be the ones with the information, but that I would hear from the customer service department via telephone or email. As I began to ask further questions regarding the situation the regional manager joined the conversation, and I asked him if he could see within my account that a case was opened to investigate the apparent lack of reporting of my Wells Fargo credit card to XXXX. Upon looking at my account on the computer he stated to me that he sees on record that costumer service had noted the issue Inquired and that the customer service department would be in the process of reaching out to me within the next 30 days. From that moment forward, I had not received any correspondence from Wells Fargo regarding my internal investigation request into why my Wells Fargo credit card wasnt being reported to XXXX. 

On XX/XX/XXXX I conducted a XXXX report from XXXX. To my shock and dismay my credit score was XXXX, well below the scores that were reported from XXXX  and XXXX. From here on that same night, I decided to see if there were any updates from Wells Fargo regarding their investigation and what/if any steps were taken to rectify the errors that led to my Wells Fargo credit card to not being reported to XXXX. 

On my initial call with Wells Fargo on the night of XX/XX/XXXX I was told that they did in fact see on record my first request for an investigation to be conducted into the issue. From there an international communication within Wells Fargo was sent on XX/XX/XXXX. The Wells Fargo associate that spoke to over the phone said they could not make out what the correspondence written in my file on XX/XX/XXXX said and that it was a series of code used internally. After expressing my befuddlement, frustration, and despair over the fact that Wells Fargo failed to information me of updates ( or lack thereof ) over my case and did not appear to take any further steps to resolve the issue that I request them investigate more than 11 months prior, I was transferred to another individual. This individual gave me the line of the Wells Fargo Credit Dispute Escalation team.

Prior to ending my call with this Wells Fargo associate I demanded that I receive a case number regarding this particular dispute that I initiated on XX/XX/XXXX and that I receive a confirmation e-mail stating that Wells Fargo was infact aware of my request and that they are investigation the apparent issue. On XX/XX/XXXX I received an email from XXXX with the subject line of Acknowledgement email. On XX/XX/XXXX I called Wells Fargos customer support advocacy line within the executive office regarding an update to which they were not able to provide me with one.

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