Consumer complaint received 2022-10-24
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Hello to Wells Fargo, I am XXXX XXXX, XXXX XXXX XXXX born on XX/XX/XXXX, and I do not know XXXX. Most of the time I receive help from my XXXX son XXXX XXXX. I have been their client for many years. 
Approximately around XX/XX/XXXX I logged into my account on Wells Fargo, and then when I did so, there was an offer for a credit card that I was pre-approved for. So, I submitted an application and their response was that they would contact me through the mail in the next week. 
On XX/XX/XXXX I received a letter from Wells Fargo about my application. The letter stated that due to my credit report on XXXX being frozen, they requested I unfreeze it and call them once I did so in order for them to check it. 
The next day on XX/XX/XXXX, I unfroze the credit report and called Wells Fargo with the help of my son XXXX XXXX because I do not know XXXX, and we told them it was unfrozen, thus the representative told us to wait a couple of minutes on the line until she checked my credit report, and then she said everything is good ( and immediately then, XXXX reduced my credit score by XXXX points because of this ) and that they are going to send a response within a week to my home. 
Yesterday, on XX/XX/XXXX, we received a second letter from Wells Fargo, the letter stated the exact same thing as the last, saying that I needed to unfreeze my credit report on XXXX and call them AGAIN. 
I was very surprised by the strange request, and again I used my son XXXX XXXX 's help we called them again on XX/XX/XXXX, at XXXX AM ( the call 's length was a total of XXXX minutes ) and we spoke with a representative named XXXX. After she had identified us, she told us to wait in line and that she wanted to speak with her upper management, and her manager said that they want to ask me more questions and if I was okay with answering these questions. I answered positively, and then she said that she had to bring an interpreter on the line. I again answered positively. 
Once the interpreter was on the line, she requested me again to open my credit report on XXXX without asking me any questions. And I told her in a very clear-cut way after XXXX had reduced my credit score by XXXX points, I am not going to open my credit report unless she can guarantee no more points would be taken from my credit score. She insisted that I open it, and I continued saying no, and I told them that I am going to send a complaint to CFPB about them, and I told them at the end of the call that I no longer wanted their card and that I am giving up on it, and that I just want my points back, and we hung up the call.

I am very surprised by the lie in their advertisement for the credit card, saying I was pre-approved and they still requested that I open my credit report, but no problem, I agreed to do it, and I didn't think that so many points would be taken from my credit score because I was pre-approved and their customer for so many years. Because my credit score in their bank is XXXX as of today. 

Sincerely, XXXX XXXX

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