Consumer complaint received 2017-10-09
Company: WELLS FARGO & COMPANY
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
In Mid-XX/XX/XXXX of XX/XX/XXXX, I applied for a credit card account with Wells Fargo on the internet website wellsfargo.com. My husband did the same. Both applications were submitted within twenty-four hours of each other and for the same credit card type ( " Wells Fargo Cash Wise VISA Signature Card ' ). The information submitted with the applications included the same address and telephone number. Both of us received letters from XXXX XXXX XXXX, XXXX XXXX, IA, XXXX, dated XX/XX/XXXX, that acknowledged our applications and stated that : We can approve your application if we are able to verify certain information by XX/XX/XXXX. 
What you need to do Please call us by XX/XX/XXXX at XXXX ... 

When we called that number, we were told that Wells Fargo needed to verify our identities. We were directed to visit a Wells Fargo Bank branch and present a government ID plus non-Wells Fargo financial account information plus vehicle registration or insurance information, all in our name in order to satisfy the Wells Fargo identity verification process. We complied with the request by jointly visiting the Wells Fargo Bank branch at XXXX XXXX XXXX, XXXX XXXX, California, on XX/XX/XXXX. We presented the requested documents. All documents showed our correct names and our correct address. Copies of all documents were faxed from the branch office to another Wells Fargo office by the bank employee, XXXX XXXX. 

Two days later, I received a letter from Wells Fargo Bank, XXXX, dated XX/XX/XXXX, that stated : ... After another careful review, we are not able to approve your application at this time. 
About your application We are unable to offer you a credit card account because : Identity ca n't be verified. 

When I called Wells Fargo on XX/XX/XXXX, to inquire whether they had made an error the representative told me that there was no error and that Well Fargo 's decision with respect to this matter was final. 
On XX/XX/XXXX, I received another letter from Wells Fargo XXXX XXXX, dated XX/XX/XXXX, that confirmed Wells Fargo 's decision. 
My husband also called Wells Fargo. He was told his application was approved and that no error had been made. He received a confirmation letter from Wells Fargo XXXX, datedXX/XX/XXXX, that stated Thank you for opening a new Wells Fargo Credit Card account. Your credit card, ... .., will be arriving soon .... 
Shortly thereafter, he received his Wells Fargo Cash Wise Visa Signature credit card and used it. 

Please note that there was no derogatory information on my credit reports, that my credit score was not substantially different from my husband 's, and that there was no substantial difference in our credit histories. Hence, Wells Fargo 's decision to approve my husband 's application and to deny mine could not have been based on reasons related to credit worthiness. 
My husband and I have lived at the same addresses for many years, the last five years at the address submitted on the credit card applications and shown on all documentations provided to Wells Fargo for the identity verification process. During all these years, we have had the same joint telephone numbers. We both submitted all requested documents to Wells Fargo to comply with their identity verification process. In addition, I had and have active Wells Fargo debit and credit cards as part of joint accounts with my mother. These joint accounts show my identity ( name, social security number, DOB, address ) being identical to the information provided in the application. On XX/XX/XXXX, while in the branch office of XXXX XXXX submitting the documents for the identity verification process, I also requested a replacement debit card. It promptly arrived in my mail a few days later. Thus, Wells Fargo 's decision to approve my husband 's application and to deny mine could not have been based on reasons related to verification of identity. 
As stated above, XXXX XXXX XXXX, assured me on the phone that the denial of my application was final and not an error and followed up with another letter re-stating the denial. At the same time, Wells Fargo XXXX. assured my husband on the phone that the approval of his application was not an error and followed up with a letter confirming the opening of his credit card account. Therefore, Wells Fargo 's decision to approve my husband 's application and to deny mine could not have been made in error. 
Both of our applications were submitted to and processed by Wells Fargo XXXX. at the same time. Hence, Wells Fargo 's decision to approve my husband 's application and to deny mine could not have been based on reasons related to changes in approval/denial procedures, guidelines, or rules. 
Both of our applications and subsequent submittal of documents were sent to identical Wells Fargo XXXX. locations. Thus, Wells Fargo 's decision to approve my husband 's application and to deny mine could not have been based on reasons related to local differences in approval/denial procedures, guidelines, or rules. 
In conclusion, I have to assume that Wells Fargo 's decision to approve my husband 's application and to deny mine was made wholly or in substantial parts on the basis of the only significant differences in our applications or related information, i.e., on the basis of age, sex, race, national origin, religion, or color. An act that is in violation of 15 U.S.C. paragraph 1691 et seq.

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