Consumer complaint received 2017-05-13
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On   XXXX   XXXX   , 2017 I went   to my local Wells Fargo Bank in  XXXX ,  XXXX , where I have a couple of accounts under th e name of  XXXX   XXXX   XXXX ,  XXXX .   XXXX   XXXX   XXXX ,  XXXX ,    XXXX  ,   XXXX  to transfer funds from the   XXXX   XXXX   XXXX   XXXX    (   XXXX  ) in    XXXX    to my account at  Wells Fargo in    XXXX   XXXX   XXXX ,  where I now live. I encountered a few challenges in making this transfer and it appeared that a wire transfer was the only method available to transfer the funds.     I was in a bit of a hurry so I decided skip the path or wiring funds and just u se my Wells Fargo  Credit card to get the {$6000.00} into my  Wells Fargo  Bank Account.     A few days later I realized I was charged {$300.00} transfer fee for this transaction when I looked at my credit card statement, this was on Friday    XXXX   XXXX  , 2017. I  was shocked when I discovered this {$300.00} charge, I was not gi ven a percentage or dollar amount at the time the Wells Fargo Bank Teller assisted me with the credit card transf er of funds. Had I known the amount upfront, I would have elected to take a few more moments and arrange the wire transfer from the  XXXX   XXXX   XXXX   XXXX  at a fee of only {$30.00}.     I called th e   XXXX   Wells Fargo C ustomer service number and they indicated I needed to go into the  XXXX  branch office to see about a credit or refund of this fee, which I did on Saturday,    XXXX   XXXX  , 2017. I was told by the custo mer service representative,  XXXX , after she spoke with the  manager, tha t there was nothing that could be done since it was not a teller mistake. I told the customer service representative that I would like to pay off the {$6000.00} advance and have the {$300.00} fee removed. She said that was not an option, a payoff would not warrant removal of the fee.     I beli eve Wells Fargo had an obligation to tell me the exact percentage an d the exact dollar amount associated with there credit card  cash advance before this transaction occurred so I, as a consu mer, could make the appropriate financial decision. I honestly assumed that since it was  a Wells Fargo Credit Card and I was a Wells Fargo Customer t he fee would be nominal, a few dollars.     I have paid off this credit card and plan to close my account with  Wells Fargo over this misunderstanding. I 've writte n the Vice President of Consumer Services,  XXXX   XXXX   XXXX ,  XXXX  XXXX  XXXX , and cc 'd the  Governance Board of Wells Fargo,    XXXX  XXXX  XXXX , and have not even received a acknowledgement e-mail in return.     Large bureaucracies like  Wells Fargo loos e touch with what good customer service means - it means being proactive, and having a desire to help your customers make the right financial decisions, even ones as simple as " giving the customer a heads up that  the Wells Fargo credit card cash advance f ee might be significant and a wire transfer might be much less. '' In my mind, this was a teller error because there was no pro-activeness to provide me with sufficient information so I could make the right decision. But I 'm not holding the teller at fault, this is a reflection on management not adequately training employees to be 100 % helpful and for the  XXXX ,    XXXX    branch management not putting the customer first when there was an obvious misunderstanding.

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