Consumer complaint received 2017-02-02
Company: WELLS FARGO & COMPANY
State: IA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
On XX/XX/2017 I was approved for a wells Fargo secured credit in which I used my checking account as collateral. The approval email stated the transfer of the funds can take 7-10 days and funds must be available. Two weeks past and I had n't received my card nor were the proceeds taken out of my account. I went into the local branch in XXXX XXXX XXXX on XX/XX/2017 and inquired about the status of my card. I advised the personal banker that the credit card is reporting on my credit report but I have n't received the card nor have the funds been withdrawn. The personal banker was on the phone with the Wells Fargo Card Services department for over 30 minutes in which it was communicated that from XX/XX/XXXX-XX/XX/XXXX there were system errors which caused the credit applications from being processed. The representative stated that they would have to manually approve this application and the card will be sent out. My application would be processed as a escalation, It will take up to 10 days. On XX/XX/XXXX at XXXX, due to the XXXX was withdrawn on XX/XX/2017, but I still did n't have my credit card. I called Wells Fargo Card Services to inquire about the status of my card, the call center representative asked me what did I use for collateral, I advised that my checking account was used as collateral and I gave the representative my checking account number. The call center representative stated that the cards will not be mailed out until XX/XX/2017. In which I informed the call center representative that this is unacceptable, that my application had been approved since XX/XX/2017 and that my personal banker was advised on XX/XX/2017 that it should take up to 10 days for my card to be mailed out and this matter was escalated. I requested that my card me overnighted to my local branch due to lack of communication as to the delay of the card processing and how my money has been withdrawn out of my checking account. This card is reporting on my credit report and I do n't have my card. The call center representative told me that they could n't do that. The call center representative proceeded to say " maybe at the time, the funds were n't available. '' in which I advised the representative that he had my checking account information in front of him and no proceeds were ever attempted to be withdrawn. I felt it was extremely offensive to say that when the customer service representative had my account information and it clearly showed the bank withdrew proceeds from my account on XX/XX/2017 and no indication that no previous attempts were made. I asked to speak with his manager, in which the call center representative continued to speak with me to the point where 5 minutes had past and I have to remind the call center representative " I asked to speak to your manager 5 minutes ago, transfer me to your manager now. '' The manager said the same thing " that maybe my proceeds were n't available when the bank attempted to withdraw the money. '' I then escalated this as a line of business complaint. I did n't speak with the representative from the office of the president until XX/XX/2017. In which the representative apologize, but advised that it will take up to 10 business days for me to receive my card. I asked the representative what if I cancel the card, how long will it take for me to get my money back, she told me 5 business days. I said by the time, I cancel the card and get my money back, I would receive the card. I asked, " so you are telling me I have to wait two weeks for a card that has been funded and is reporting on my credit report that I applied for on XX/XX/2017? '' Unacceptable. I requested to speak with the representatives manager. She told me that I could n't speak to her manager. That her managers do n't speak to customers. I told the representative based upon this clear display of disparaging treatment, I will be filing a complaint with CFPB.

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