Consumer complaint received 2015-10-12
Company: WELLS FARGO & COMPANY
State: MO
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
Within the last week I have tried to use the card for a online XXXX purchase XXXX separate times. XXXX separate days. Each time I contacted customer service and was told there was nothing wrong with the account and I should be able to make the purchase. On XXXX/XXXX/2015 I decided to go to Dillard 's @ XXXX Mall in XXXX XXXX, MO. Once again the purchase for {$24.00} was declined after several attempt 's made by the cashier XXXX. So XXXX looked the account information up using my driver license and social security. The system gave her a account number that was completely different than the XXXX listed on the physical card that she had in her hand. That account number did n't work either. We XXXX established that there was a problem. I should n't have XXXX separate accounts numbers for a store only card to begin with. So she contacted customer service. She advised the customer service rep in great detail about the issue and concern. She then handed the phone over to me as the rep wanted to verify my personal information. After verifying the information he asked how he could help me as if the store associate XXXX did n't already explain it to him in great details. So I explained the situation to him once again. Only thing he help saying is it must be the register and we had to switch to the a different register. We XXXX thought that was completely odd but followed his advice. While moving to the new register I asked him was do I have XXXX separate accounts numbers for a store only card. I also stated that should be a red flag within itself. He just simply refused to answer the question and instead was more concern if we was at the new register. After I informed him that XXXX tried to process the payment twice at the new register and XXXX times it was declined he stated there was n't anything else he could do and just hung up the phone. There was no thanks for calling, can I place you on hold so I can look into this further or anything. XXXX then reached out to the store manager. She had spoken to XXXX who advised her she was on her way up to address the issue. Twenty minute 's past and XXXX had never called or showed up. XXXX called her again, XXXX stated she was walking around the corner now. Another 10 minute 's went by. XXXX called her again and this time was met with a lady XXXX. Instead of XXXX helping XXXX she just asked her a host of questions. At this point XXXX was extremely upset with her own co-workers that she just handed my husband the telephone. My husband say instead of all the questions being asked could she just come up and help us. XXXX told my husband that since she was being hostile that she was n't going to help and she hung up the phone. How is that being hostile? So XXXX called back the same number and XXXX answered the phone again and handed it back to my husband. ( Please note XXXX still has n't shown up yet and there was less than XXXX people in the entire store. ) My husband then asked her what was her name she said she did n't have to give her name out and hung up the phone once again. XXXX then informed us that the store manager was n't there today. The experience we had in the store was completely unacceptable. She then directed my husband to the customer service location to find out the name of the lady who had hung up on him twice. My husband go to the location given to him. As we enter the room where customer service was their was a young lady on the phone and we heard her say " I love You, Got ta go I have customers now '' I immediately noticed her name tag " XXXX '' So that explains why she never came up to help us as she was entertaining a personal conservation. I asked her is there someone working with her. That when XXXX came out. XXXX exact words then was " YOU MUST BE THE XXXX WHO WAS ON THE PHONE ''. We just turned around and walked away

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation