Consumer complaint received 2016-09-17
Company: WELLS FARGO & COMPANY
State: PA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
On Sunday, XX/XX/2016 at XXXX EST, I contacted Wells Fargo at XXXX to inquire about opening a personal loan for the purposes of debt consolidation. The personal banker steered me toward a personal line of credit because I told her upfront that I am based in XXXX, PA and that I can not go to a local branch in order to sign documents. During the same call, I was immediately approved for a {$13000.00} line of credit and all of my requirements were fulfilled for the application. When I asked her when I could access the funds, she said I would have online access to the credit in order to transfer money and pay off my credit card accounts by Tuesday or Wednesday of that same week. On Tuesday, XX/XX/2016 at XXXX EST, I contacted Wells Fargo at XXXX because I did not see the {$13000.00} credit line in my online banking. The personal banker on the phone advised me that I would see the account appear in my online banking tomorrow, on Wednesday. On Wednesday, XX/XX/2016, I did not see the account appear in my online banking. I contacted Wells Fargo at XXXX at XXXX EST and spoke with a personal banker. This personal banker ( XXXX XXXX ) told me that with personal lines of credit, it takes 7-10 business days for the checks associated with the account to be mailed and up to 6 calendar days for the account to appear in online banking. He stated that " I am not sure why the previous XXXX personal bankers would tell you that your online access would be available by Tuesday or Wednesday because it 's not possible. '' Thus, I was told conflicting information about the credit access by XXXX separate personal bankers. He stated that he would reach out to the person associated with the application ( XXXX XXXX ) and would get back to me within 2-3 business days. It is currently Saturday, XX/XX/2016 and I have not heard a response from either XXXX or XXXX. On Saturday, XX/XX/2016, I received an email from Wells Fargo that I now have access to my line of credit. I logged into my online banking and still did not see the credit account. I first contacted Online Banking at XXXX EST, who was neither able to locate my credit application, the account itself, or the email that I was referring to. I was transferred twice, eventually landing with a personal banker who had to then contact the Underwriting department. The application was n't " booked '' until Saturday morning, so the account access would not be available until Tuesday, XX/XX/XXXX. I said that I would like to submit a complaint to the Consumer Financial Protection Bureau because I was told false information by XXXX previous personal bankers, and felt that I was told that information in order to proceed with the credit application. I was transferred to and spoke with a member of the Executive Customer Care Team. I told them the information above. When I requested an email or a phone call to follow up after resolution of the complaint, she stated that it " was not part of Wells Fargo 's process and would not follow up. '' Throughout the entirety of the loan application, approval process, and access to the credit, I have been told inconsistent and false information from numerous personal bankers.

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